For this project, students were tasked with responding to three reference letters from incarcerated patrons through the NYPL’s Correctional Services Program and then reflecting on our experience. Through responding to the letters I gained a better understanding of where to find various information sources, both print and electronic, how to vet them for reliability, and how different types of sources will provide varying levels of quality of information. Through my reflection, I realized how the decisions I make regarding the gathering and dissemination of information will directly affect those who seek it. It is especially important to consider these power dynamics when working with marginalized and diverse communities.
Recognizing the limited access to information of our patrons, my first step was to read through the letter and determine the true information needs of the patron. Without the ability to ask clarifying questions I had to make judgment calls as to not only what the patron needed, but why they might need it and what else they might need to know in order to use the information. Without any understanding of their previous knowledge on the subject or level of information comprehension, I used plain language and inserted explanations or images when applicable. Making no assumptions on the users' future access to information I did not include hyperlinks or "further resources " lists but rather supplied them with direct information from the sources consulted and cited where I had found it. I formatted my responses by first providing a summary of the request they had made, explaining how and where I had found the information (if applicable) and utilized numbering and bold headings to keep the large amount of text or diagrams easily readable and accessible.
I am the sole creator of this work.
My responses to these letters showcase my ability to utilize empathy and a user-centered perspective when locating, assessing and disseminating information.
click through links for PDF's of letters