Students who need immediate help using the library or learning the research process may come to you for help. Questions about research are referred to as "reference" questions..
Many questions can be answered by consulting the many resources Library staff have prepared. You can search the following:
- Library FAQs - brief answers to common questions
- LibGuides - pages with lengthier advice and step-by-step instruction
- Subject and Course Guides - pages with specific advice for programs and courses that invited a librarian to teach a research instruction session
Library research should be conducted through the Harrisburg University Library's website to ensure that authorized users are authenticated and allowed to view the full text of material the library provides. Starting research in Google, or directly through a the website of a third-party information provider, will result in a paywall and/or sign-on screen, and prevent Harrisburg University students from accessing the content they are entitled to use.
It is the responsibility of anyone who works at the Library to be familiar enough with resources to help a student get at least a solid start on their work. Students may be referred to make an appointment with a librarian if a question is complicated, but the person on duty should help the student to the extent possible and withing the bounds of Library expectations.
Page Contents:
Common Frustrations with Library Resources and How to Help
Students often experience frustrations during the research process due to a lack of understanding about how some resources work. Here are some common problems.
- I Can't Find Anything on This Topic - Part 1: They may need to learn a bit more about the topic before starting research on it.
- Show them the Background Information page.
- They have not selected appropriate keywords with which to search. Asking student to brainstorm synonyms/related terms, and reviewing titles and abstracts of a few relevant articles may help. See Choosing Terms for Your Search for more advice.
- I Can't Find Anything on This Topic - Part 2: They may be looking in the wrong place for a specific item. See Subject Specific Databases for more information. Common scenarios include:
- I Searched in [Name] Database Before and Found a Lot, But Now It's Not Working: Searching a familiar database that may have worked well for a prior project, but is inappropriate to their current need. They may claim that a professor or librarian previously told them to use a specific database when the new topic is not covered there.
- Searching the Databases List search box expecting to find lists of articles.
- Since many students learn to start by using EBSCO Discovery Service (EDS), which is the main search box on the library's home page, they will often turn to that and ignore more appropriate subject-specific databases, and/or become overwhelmed by the results.
- How do I cite in [APA/AMA/ACM etc.] Style?
- See the Citations and Bibliography page.
- You can point out the important formatting conventions of the style (when to italicize or capitalize, indentation, how to write author names, etc.) but never edit a bibliography for a students. That is their responsibility.
- I Need This Specific Book/Article: They have identified one specific book or article, perhaps through a Google search, and worry that nothing else will be useful. To solve this issue:
- I Can't Get the Full Text/Complete Copy of This Item: They started research using Google instead of library databases and cannot access the full text of the item. Show them the Library databases relevant to their topic.
- There Is Too Much on My Topic: The original topic may be too broad or they have not clearly articulated their information need.
Guidelines for Answering Questions
Library patrons sometimes ask what seems like a straight-forward question when the help they require is actually more involved than a brief answer. Even if you think you have answered a person’s question, please ALWAYS encourage them to make an appointment with a librarian.
Things to keep in mind:
- Don’t assume that the first thing the patron tells you is the only thing they’re looking for. Asking probing questions can help uncover what they really need. (Do you need just that specific item or more material for a project? Where have you looked already? What problems did you encounter?)
- Ask to see the assignment they are working on. If the student can't produce it, ask them to describe it in as much detail as possible. (What program? What have you found so far?)
- Show the patron our LibGuide or How-to Guide for the topic or subject.
- Verify that you’ve addressed the patron’s information need.
What not to do:
- Never do work for students. You may demonstrate and provide samples, but ultimately students must learn how to research and use the Library on their own.
- The Library staff does not replace the assistance of writing tutors. Do not engage in line-by-line editing for grammar, spelling, or citations. See Citation Assistance Policy.
Referrals
- Student Success - for students seeking tutoring, writing assistance, counseling, or career support.
- Information Technology - for questions or problems with laptops, printers, software, etc.