Watch 2- minute video tutorial

ORE Online examines many elements of the reference process and is comprised of six training modules. Each module includes resource links, exercises and quizzes. The modules are designed for you to work through at your own pace. After you complete a module, be sure to take the quiz and print your certificate.

Module 1: Introduction

• Tough Questions
• Community Information Needs
• First Contact
• Misconceptions
• Real Information Needs
• Steps in Reference Process
• The Role of Public Service Staff

Module 2: The Reference Interview

• The Key to the Reference Process
• Paraphrase the Question
• Open-Ended Questions
• Clarifying Questions
• Verifying Questions
• The Pieces of Evidence
• Follow-Up Questions
• Recap

Module 3: Communicating with Patrons

• Approachability
• Body Language and Nonverbal Communication
• Model Behaviors
• Barriers
• Telephone and Email Reference
• Tricky Situations
• Recap

Module 4: Resource Strategies

• Search Strategies Overview
• Discover What Resources Your Patron is Already Using
• Subject and Terms
• Indexing
• Look It Up
• Accuracy and Currency
• Keep Your Patron Informed
• Keeping Track
• Recap

Module 5: Resources

• Examining and Evaluating Reference Sources Part I Books
• Examining and Evaluating Reference Sources Part II Web
• Catalog as Reference Source
• Basic Dewey
• Electronic Resources
• Internet Resources
• Your Library’s Resources
• Recap

Module 6: Ethics

• Professional Ethics
• Library Policies
• Library Bill of Rights
• Free Access to Libraries for Minors
• Serving All Patrons Equally
• Privacy and Confidentiality
• Freedom to Read