RESOURCE CENTRE MANUAL
HEALTHLINK WORLDWIDE
7.4 Advisory services
Resource centre staff usually help people find the information they need by
discussing their needs with them in a reference interview, and helping them find
materials themselves or carrying out a literature search.
7.4.1 Reference interviews
A visitor to the resource centre might say: ‘Can you show me the materials on
malaria.’ After discussing the user's needs with them, the resource centre staff
might find that the user wants to know about new developments in malaria
prevention. The user could then directed to materials specifically about malaria
prevention, saving them the need to look at all the materials on malaria.
Some users ask for a specific publication, which they believe is the only one
containing the information they need. However, by discussing their needs with
them, it might be possible to refer them to a better source of information.
Discussions such as these are often called ‘reference interviews’. They vary in
length according to the needs of the user. If a user has a query that will take a
lot of time to deal with - for example, if it will require a literature search - it is
usually best to book a time (see Section 7.4.2).
Resource centre staff know more about the collection than anyone else and are
there to provide guidance. However, it is not practical to spend much time with
every user every time they come into the resource centre. People visiting for the
first time will require more advice than regular users. Regular users may need
help if they are looking for information on a new subject area. Staff will need
to ask them what they need the information for, whether they need particular
types or formats of information, and how soon they need it.
It is best to direct users to materials that will probably be useful, but encourage
them to ask for more help if they need it.
7.4.2 How to carry out a literature search
Literature searches mean searching (looking through) sources such as
catalogues, databases, bibliographies, indexes, periodicals, books, newsletters,
CD-ROMs, e-mail and the Internet, or contacting other organisations, to locate
materials on a particular subject. Literature searches form an important part of
an advisory service. It can be useful to show users how to carry out database
searches themselves.
To carry out a literature search, it is important to be clear what is needed. Find
out from the user:
• what subject area(s) the material must cover
• how the information is to be used (for example, training, health education,
personal updating)
SECTION 7: INFORMATION SERVICES
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