INFO 210-11
Reference and Information Services
Spring 2019 Syllabus

Rosanne Macek
Phone/Text/Facetime: (408)202-0099
Office location:
 Campbell, California - Pacific Standard Time
Office Hours:
 By appointment

Syllabus Links
iSchool eBookstore

Canvas Information: Courses will be available beginning January 24, 6 am PT unless you are taking an intensive or a one-unit or two-unit class that starts on a different day. In that case, the class will open on the first day that the class meets.

You will be enrolled in the Canvas site automatically.

Course Description

Catalog Description
A process-oriented examination of how information professionals answer reference questions. The interpersonal skills required for effective question negotiation and the sources with which questions are answered are stressed.

Additional Description
This course will introduce you to the exciting world of reference!  We will learn about the major roles of the reference librarian including answering questions, analyzing information sources, teaching information tools, designing programs, and assisting users in finding good books to read.  Additional topics will include ethics, managing reference departments, evaluating reference services, providing reference to special populations, and we'll look ahead to what the future might hold for reference services.

Course Requirements

Course Structure
This course will be entirely asynchronous, using Canvas for all discussions and assignments.  We will follow the textbook fairly closely, with some additional readings to supplement the material in the book.  The course will consist of 14 weekly units, each starting on Monday with assignments due the following Sunday at midnight.


Practice Questions - To help you learn about many of the standard sources used to answer reference questions, you will practice answering questions using those sources and other sources you find on the Internet.  Supports CLO#1, CLO#2.  20% of grade.

Readers' Advisory - To help you answer the question "Can you help me find a good book to read?" you will become familiar with some of the tools used in readers' advisory, analyze how the tools can be used, and determine strategies for answering this type of question.  Supports CLO#1, CLO#3.  15% of grade.

Reference as Programming - To explore the ways programming can connect users with information, you will design a library program to meet the learning needs of a specific user group. This will include analyzing a target audience, setting a program goal, selecting content and delivery, exploring available resources, and assessing program effectiveness.   Supports CLO#4CLO#6. 15% of grade.  

Reference Observation - To introduce you to the reference interview in a real-world setting, you will observe reference transactions from both the user and reference staff points of view and write a summary of what you learned. If you are working in a library, this assignment requires you to visit a library other than your own.  Supports CLO#1, CLO#3, CLO#6.  25% of grade.

Future of Reference - To look ahead to the role of reference in a rapidly-changing world, you will read several recent articles about the future of reference and write a short paper describing your personal view of how you think reference service will need to evolve to support users in the future.  Supports CLO#4, CLO#5, CLO#6, CLO#8.  10% of grade.

Class Discussions - To help you process the course content, share ideas, and support your fellow classmates, you will post one analytical response to a question and respond thoughtfully to two other posts for 7 weeks of the semester.  Supports CLO#5, CLO#6CLO#8.  15% of grade.

Course Calendar
Here is the detailed weekly calendar, subject to change with prior notice:

1/24 Orientation & Introductions View orientation and Canvas introduction videos
1/27 Assignment Post personal introduction
1/28 Unit 1 - Introduction to reference & the reference interview Chapters 1-2, ALA Code of Ethics, RUSA guidelines
2/1, 2/3 Unit 1 - Assignment Discussion posts due Fri & Sun at midnight
2/4 Unit 2 - Basic search techniques & using the Internet as a research tool Chapters 3 & 13
2/8, 2/10 Unit 2 - Assignment Discussion posts due Fri & Sun at midnight
2/11 Unit 3 - Bibliographic resources & encyclopedias Chapters 4-5
2/17 Unit 3 - Assignment No discussion posts; Practice questions due Sunday at midnight
2/18 Unit 4 - Ready reference & dictionaries

Chapters 6-7

2/24 Unit 4 - Assignment No discussion posts; Practice questions due Sunday at midnight
2/25 Unit 5 - Databases & health/law/business Chapters 8-9
3/3 Unit 5 - Assignment No discussion posts; Practice questions due Sunday at midnight
3/4 Unit 6 - Geography, Biography, Government Chapters 10, 11, 12
3/10 Unit 6 - Assignment No discussion posts; Practice questions due Sunday at midnight
3/11 Unit 7 - Readers' Advisory Chapter 14

3/15, 3/17

Unit 7 - Assignment Discussion posts due Fri & Sun at midnight
3/18 Unit 8 - Special Populations Chapter 15 + additional readings
3/24 Unit 8 - Assignment No discussion posts; Readers' Advisory Assignment due Sunday at midnight
3/25 Unit 9 - Ethics Chapter 17
3/29, 3/31 Unit 9 - Assignment Discussion posts due Fri & Sun at midnight
4/1 Spring Break - no class. No assignments. Enjoy your break!
4/8 Unit 10 - Programming Chapter 19
4/12 & 4/14 Unit 10 - Assignment Discussion posts due Fri & Sun at midnight
4/15 Unit 11 - Information Literacy & Selecting Chapter 16 & 18
4/21 Unit 11 - Assignment No discussion posts: Programming assignment due Sunday at midnight
4/22 Unit 12 - Managing Chapter 20
4/26, 4/28 Unit 12 - Assignment Discussion posts due Fri & Sun at midnight
4/29 Unit 13 - Assessing Chapter 21
5/5 Unit 13 - Assignment No discussion posts; Reference observation assignment due Sunday at midnight
5/6 Unit 14 - Future Chapters 22 & 23
5/10, 5/12 Unit 14 - Assignment  Discussion posts due Fri & Sun at midnight
5/13 Last day of instruction  
 5/19 Final Assignment Future of reference assignment due Sunday at midnight

Writing Standards

You are expected to produce assignments that meet writing standards appropriate for graduate-level work. Papers must be clearly written, free of grammatical and punctuation errors, and follow a logical flow of ideas. The iSchool offers support for writing, including tutors who can help review your work. 

Other Relevant Information

Each unit will run Monday through Sunday at midnight. Assignments are due Sundays at midnight and discussion posts due on Fridays and Sundays at midnight. There will be an automatic 20% reduction in the grade for any assignments that are turned in late. No assignments will be accepted past one week after the due date. Late submittals for the practice reference questions cannot be accepted because I send answers and sources immediately after assignments are due to help you prepare for the next week.

Course Workload Expectations

Success in this course is based on the expectation that students will spend, for each unit of credit, a minimum of forty-five hours over the length of the course (normally 3 hours per unit per week with 1 of the hours used for lecture) for instruction or preparation/studying or course related activities including but not limited to internships, labs, clinical practica. Other course structures will have equivalent workload expectations as described in the syllabus.

Instructional time may include but is not limited to:
Working on posted modules or lessons prepared by the instructor; discussion forum interactions with the instructor and/or other students; making presentations and getting feedback from the instructor; attending office hours or other synchronous sessions with the instructor.

Student time outside of class:
In any seven-day period, a student is expected to be academically engaged through submitting an academic assignment; taking an exam or an interactive tutorial, or computer-assisted instruction; building websites, blogs, databases, social media presentations; attending a study group;contributing to an academic online discussion; writing papers; reading articles; conducting research; engaging in small group work.

Course Prerequisites

INFO 202

Course Learning Outcomes

Upon successful completion of the course, students will be able to:

  1. Identify and assess the characteristics and functions of various types of reference sources.
  2. Use basic reference tools and searching techniques to answer a wide range of questions.
  3. Conduct effective reference interviews.
  4. Describe the relationships between user needs, information resources, and relevant information technologies.
  5. Describe current issues and trends in reference services, including the impact of technology on user needs and reference interactions.
  6. Evaluate reference services that address the needs of a diverse and changing society.
  7. Understand the relationship between reference service and information literacy instruction.
  8. Begin to develop a personal philosophy of reference service.

Core Competencies (Program Learning Outcomes)

INFO 210 supports the following core competencies:

  1. F Use the basic concepts and principles related to the selection, evaluation, organization, and preservation of physical and digital information items.
  2. I Use service concepts, principles, and techniques to connect individuals or groups with accurate, relevant, and appropriate information.
  3. N Evaluate programs and services using measurable criteria.


Required Textbooks:

  • Cassell, K.A., & Hiremath, U. (2018). Reference and information services: An introduction (4th ed.). Chicago: ALA Neal-Schuman. Available through Amazon: 083891568Xarrow gif indicating link outside sjsu domain

Grading Scale

The standard SJSU School of Information Grading Scale is utilized for all iSchool courses:

97 to 100 A
94 to 96 A minus
91 to 93 B plus
88 to 90 B
85 to 87 B minus
82 to 84 C plus
79 to 81 C
76 to 78 C minus
73 to 75 D plus
70 to 72 D
67 to 69 D minus
Below 67 F


In order to provide consistent guidelines for assessment for graduate level work in the School, these terms are applied to letter grades:

  • C represents Adequate work; a grade of "C" counts for credit for the course;
  • B represents Good work; a grade of "B" clearly meets the standards for graduate level work;
    For core courses in the MLIS program (not MARA or Informatics) — INFO 200, INFO 202, INFO 204 — the iSchool requires that students earn a B in the course. If the grade is less than B (B- or lower) after the first attempt you will be placed on administrative probation. You must repeat the class if you wish to stay in the program. If - on the second attempt - you do not pass the class with a grade of B or better (not B- but B) you will be disqualified.
  • A represents Exceptional work; a grade of "A" will be assigned for outstanding work only.

Students are advised that it is their responsibility to maintain a 3.0 Grade Point Average (GPA).

University Policies

Per University Policy S16-9, university-wide policy information relevant to all courses, such as academic integrity, accommodations, etc. will be available on Office of Graduate and Undergraduate Programs' Syllabus Information web page at: Make sure to visit this page, review and be familiar with these university policies and resources.

In order to request an accommodation in a class please contact the Accessible Education Center and register via the MyAEC portal.

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