Reference in Practice: Skills and Strategies

When: Mar 8 – Apr 18, 2027 (6 weeks)

Where: Online & Asynchronous

Cost: $275

CE Credit: 2 CEUs/ 20 LEUs

Program #: 3337

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Payment and Cancellation Policy

Questions? Email the CE Team

Reference work rarely comes with simple questions or straightforward answers. Effective service requires understanding what a patron is really asking, choosing the right tools and resources, evaluating information, and knowing when the best response is a referral rather than an answer.

This practical course explores the core skills behind effective reference service across library settings. Participants will strengthen their approach to patron interactions and reference interviews, develop strategies for tackling challenging or unfamiliar questions, practice more effective searching, and examine how to evaluate and select reliable information sources. Special attention will be given to professional boundaries, including recognizing when not to answer a question directly and when to connect a patron with another resource, professional, or service.

Throughout the course, participants will also consider how changing information tools and behaviors, including the use of artificial intelligence, intersect with established reference practices.

Through realistic scenarios, discussion, and hands-on practice, participants will refine their reference skills and develop strategies they can put to use at the desk.

Learning outcomes:

• Conduct reference interviews to understand what patrons need
• Build search strategies for tackling difficult questions
• Evaluate information sources for accuracy and reliability
• Maintain professional boundaries to know when to answer and when to refer
• Explore the ever-evolving world of information tools and AI
• Apply new strategies to practice real-world reference desk scenarios

Course Audience: Anyone working at a library reference desk