The Ideal Reference Interview Techniques for Improving Patron Satisfaction and Facilitating Effective Reference Strategies By Joy Scholing Last SlideNext Slide Exit

Being Approachable  Initiate contact – smile, look at the patron.  Show you're available – stop what you're doing and acknowledge them.  Let them set the pace.  Be helpful – patrons will return to librarians who answer their questions thoroughly. Don't – avoid eye contact or engaging the patron. Don't – ignore a patron. Don't – conduct the interview too quickly or slowly. Don't – use to much jargon or be too curt. Previous SlideFirst SlideNext SlideLast Slide Exit

What Are They Asking Previous SlideFirst SlideNext SlideLast Slide Patrons may not always know what they want, or may want the wrong thing. Ask open-ended questions to guide them and determine their reason for wanting the materials they are asking for. Is it for a project? An essay? EXAMPLE: A patron may ask for books on “art,” but he/she actually needs books on surrealism and Salvador Dali for a compare and contrast paper. Think about how to ask questions without disturbing patron privacy. Exit

Asking Appropriate Questions Previous SlideFirst SlideNext SlideLast Slide Open Questions  How many sources do you need?  What formats do you need?  What do you want to learn from these sources? Closed Questions Do you want journal articles or books? Do you need only current information? Do you only want works by a certain author? Open questions add information, closed questions narrow it. Exit

What's Your Strategy? Previous SlideFirst SlideNext SlideLast Slide  Let the patron lead, but guide them.  Always tell them what you are doing – this involves them in the process.  Don't skip steps or confuse the patron.  Answer all their questions. Image: jscreationzs / FreeDigitalPhotos.net Exit

Seal the Deal Previous SlideFirst SlideNext SlideLast Slide  Tell the patron they can come back if they have any questions.  Follow-through is critical – don't assume you answered all of a patron's questions.  If you're roving, check up on patrons as part of your duties. Image: jscreationzs / FreeDigitalPhotos.net Exit

What Not to Do Previous SlideFirst SlideNext SlideLast Slide  Don't withhold information from the patron, or try to provide them with sources that are easy to find but don't answer their question(s).  Don't be dismissive or suggest they could have found the information themselves through prior study.  Don't just give the patron a call number and let them leave – try to guide the patrons and help them find the book that the call number belongs to if they want, or at least follow up on the reference interview at a later time. Exit

Improving Your Skills Previous SlideFirst SlideNext SlideLast Slide Practice  Being approachable.  Asking guiding questions.  Following up on patron questions.  Being an active listener. Image: renjith krishnan / FreeDigitalPhotos.net Exit

Always Be Prepared Previous SlideFirst SlideNext SlideLast Slide Cultural differences can change the way you perform a reference interview. Keep in mind: How much or how little eye contact is appropriate How much personal space the patron needs Whether the patron is better at reading or writing the language you are communicating in than speaking it. Usually you can determine the best way to interact through the course of the reference interview. Exit

End and Credits Previous SlideFirst Slide Much of this information was paraphrased from the following source: Cassell, K. & Hiremuch, U. (2009). Reference and Information Services in the 21 st Century: An Introduction. New York: Neal Shuman. All images are from freedigitalphotos.net and attributed to their owners on the pages on which they are used. Exit