Northeast Ohio Regional Library System
Event Name:
Personalized Reference vs. Standardized Reference: When to use the Right Reference Skills
Competency:
Reference
Description:
Reference all seems personalized because each question from a patron is unique. Many questions can be similar, but not all questions are the same. How do you train yourself to respond to challenging questions and utilize reference skills? Reference can be one of the most intimidating divisions of a library for new and emerging reference staff. Recognizing how to surpass the fear of not knowing every answer is necessary to respond with confidence and reassurance. Reference skills can also be utilized to discern a standard response vs. personalized. Discerning also requires you to recognize when someone wants help vs. when someone wants you to do things for them.
Learning Objectives:
Jennifer Blair is the Head of User Services Librarian and Associate Professor at Azusa Pacific University (APU). Her role is dedicated to the user experience, including marketing the library, operations, and teaching. She has extensive experience teaching online courses in design and library science. Jennifer holds a B.A. in Graphic Design, an M.A in Educational Multimedia, and an M.S. in Library and Information Studies. Her experience in academic and public libraries as well as work experience in art and design allow her to employ visionary strategies to enrich progress and enhance advancement for library users.
Learning Objectives:
- The challenges of unique questions and demands
- How to instill confidence in your response when you don’t have the answer
- How to form policies, procedures, and training for standardized vs. personalized reference
- How to help patrons with their unique needs while also enforcing healthy boundaries.
Jennifer Blair is the Head of User Services Librarian and Associate Professor at Azusa Pacific University (APU). Her role is dedicated to the user experience, including marketing the library, operations, and teaching. She has extensive experience teaching online courses in design and library science. Jennifer holds a B.A. in Graphic Design, an M.A in Educational Multimedia, and an M.S. in Library and Information Studies. Her experience in academic and public libraries as well as work experience in art and design allow her to employ visionary strategies to enrich progress and enhance advancement for library users.Event Date:
6/17/2026
Event Time:
2:00 PM - 3:00 PM Eastern
Location:
Setting: Live Virtual
Online via Zoom
UNITED STATES
Online via Zoom
UNITED STATES
Contact Person:
Details:
Who should attend: Anyone wanting to know more about Personalized Reference vs. Standardized Reference:
Competencies: Reference
Non-Member Cost: $40
NEO-RLS Bronze Member Cost: $24
NEO-RLS Silver Member Cost: FREE
NEO-RLS Gold Member Cost: FREE
NEO-RLS Individual Member Cost: $20
Can't attend on the date or time listed? Sign up anyway! This webinar includes archive access for later viewing at your convenience.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
Competencies: Reference
Non-Member Cost: $40
NEO-RLS Bronze Member Cost: $24
NEO-RLS Silver Member Cost: FREE
NEO-RLS Gold Member Cost: FREE
NEO-RLS Individual Member Cost: $20
Can't attend on the date or time listed? Sign up anyway! This webinar includes archive access for later viewing at your convenience.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
Event Registration:
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6/17/2026
6/17/2026
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