For many library staff, the most intimidating questions posed by patrons are those that involve legal issues—an area in which librarians often have little or no expertise. Yet there are valuable ways that public libraries can help guide people toward...

When Finger Lakes Library System librarian, Jenny Shonk, recently faced a personal health issue, she found herself turning to the convenience of Wikipedia for research. Shonk, who is the continuing education and outreach public librarian in Ithaca, N...

Picture this: answering a question for a patron from the comfort of their kitchen table or while one waits to pick up their kids from school. The opportunity and flexibility that online reference service provides makes a positive difference in the li...

Libraries are a place for finding answers, but first come the questions. Whether working at the reference desk or teaching a class, you've likely had more than a handful of patrons approach you to say, "I have a stupid question." My respons...

The role of reference is changing, and librarians at Douglas County Libraries in Colorado, United States, took an active approach to examining what reference could look like for their community. Through a series of small projects and collaborative ef...

There are times when the needs of a patron goes beyond our immediate services or an individual's comfort zone. You can probably think of a recent example right now. Knowing where to refer a customer or who to call in your community can really help. W...

We've been learning about a variety of approaches to financial education, and also wanted to be sure libraries are aware of all the fantastic resources made available free from the Consumer Financial Protection Bureau (CFPB). A few years ago, CFPB an...

Each reference interaction between a librarian and patron is an opportunity for mutual learning within a shared space. The patron communicates their information needs while the librarian, using probing questions, seeks to provide the appropriate reso...

Library services often begin with a question. Do you have this book? Can you help me find information for my report? Which country is the largest producer of coffee beans? As we grow up and learn, we are taught to ask questions to help us learn new i...

Over the last decade, the fortress-like walls of the library reference desk have been breached in favor of more inviting structures and roving librarians. However, that's not going far enough, according to Jamie LaRue, director of Douglas County (CO)...