Foley Library User Services Training Guide

Referring Questions

When you are working at the desk, you will be fielding questions related to circulation, directions, information, reference, and research. With so many question types, it can be difficult to determine which questions you are equipped to answer, and which you should be referring to librarians or other people who can help the patrons.

How do I know which questions I should be referring and which ones I should be answering?

You should be equipped to answer questions related to circulation, directions, information, and reference. However, determining whether a question is a "reference question" or a "research question" can be tricky.  

As a general guideline, reference questions are questions that can be answered in a few minutes by consulting a ready reference resource (for example, the Oxford English Dictionary, Google, etc.)

Examples of reference questions that you can answer on your own.

• “What is the definition of obsolescence?”
• “Could you show me how to narrow my search to Peer Reviewed Articles?”
• “Where can I find the fiction section of the library?”

On the other hand, research questions are questions that don’t have a defined answer. These questions are more complex and require a “reference interview,” as well as a discussion with the patron about what they are looking for. These questions cannot be answered by consulting just one resource or database.

Examples of research questions that should be referred to a librarian:

• “Can you help me find scholarly articles on depression and alcoholism?”  
• “Where can I find photos of the original construction of Gonzaga?” (This one would also get referred to University Archives & Special Collections, aka UASC - more on this later)
• "I need help with my research topic on learning English as a second language.”  

If you are ever unsure about whether a question falls under Reference or Research, refer the question to a librarian. The librarian can best assess and assist the patron with their needs. You should always encourage patrons to make an appointment with a librarian regardless of whether you are answering research or reference questions.

"Librarians are really busy and I don’t want to bother them. Shouldn’t I just try to answer research questions on my own?"

Our librarians are very interested in helping our patrons locate the resources they need to succeed!

It's always better to refer a question that might not have needed to be referred than to not refer a question that did need to be referred!

If you're not sure, refer!