Step 1: Receive Query

Considerations:

1. type of library
2. characteristics of the patron
3. nature of query

1. question posed vs. command format
2. oral vs. written

At this stage no attempt is made to modify the query for the sake of clarity; all efforts are directed toward the receipt of the query itself

Identify key words

Separate into "given" and "wanted" terms

Purposes:

1. clarify terms
2. ascertain any limitations (e.g, time)
3. determine level of answer
4. establish a rapport with patron
5. ascertain preferred format(s) for information

Stages (related to types of quastions asked patron):

1. open-ended
2. closed

Key ingredient:

1. verbal
2. nonverbal

1. environmental
2. personal appearance
3. facial mannerisms
4. gesturing
5. posture
6. spatial relationship (proxemics)
7. vocal characteristics

Information formats

1. print
2. audiovisual
3. automation
4. realia
5. ephemera

Subject focus

Should fall within category selected in step 4

Can be done in rank order fashion

Should be done prior to consulting pages of a given tool (based on its known characteristics)

Means of locating needed information in selected tool

Prime considerations:

1. arrangement of tool
2. entrance via either index or main text

Perfect match: terminology of answer same as that of query language

If match isn't perfect, document technique(s) employed to make answer fir

Example:

--How much interest can be earned on $1,000 over one calendar at 6% compounded daily?

--If appropriate chart located in appendix of finance text provides a breakdown based on

$1, then multiply by 1,000 for answer

Determine if patron is satisfied with answer

1. disclose limitations--if any--of answer
2. indicate to patron how existing limitations could be overcome

If patron is unsatisfied, return to above step where problem seems to exist