Reference Interview Skills for Student Workers

What is a reference interview? “[a] Conversation between a member of the library reference staff and a library user for the purpose of clarifying the user’s needs and aiding the user in meeting those needs." (Bopp, Richard E. and Smith, Linda C. Reference and Information Services: An Introduction, Second Edition. Englewood, CO: Libraries Unlimited, p. 37.) (italics mine) Patrons seldom tell you their real and specific need The purpose of the reference interview is to discover what the patron REALLY needs Apply the reference interview to all questions you receive at the desk. Someone asking for the Anthropology books may REALLY need journal articles on marriage rituals in Japan!

Why don’t patrons “just ask”? Not sure what they need Not sure how to ask Not sure of what the library has Don’t want to seem stupid (lack of education, language difficulties) Need to “size you up,” find out how friendly and approachable you are Privacy issues—difficulty discussing personal problem with strangers

Elements of an effective reference interview Approachability Interest Listening/inquiring Searching Follow-up

Approachability Be friendly, welcoming: greet the patron; smile; make eye contact Don’t be doing anything so engrossing that you seem unavailable! Most people won’t want to disturb someone who seems too busy. Acknowledge people who are waiting: find someone to help them, or indicate you will be able to help in a minute or two (ex. “I’ll be right with you!”)

Interest Focus your attention on the patron. – Face them when speaking/listening – maintain eye contact – signal your understanding of their needs both verbally and non-verbally (nodding your head, making brief comments, etc.) Be respectful, cordial, and encouraging

Listening/Inquiring Let patron finish asking their question in their own words before responding Clarify the question – if asked for books by Sigmund Freud you might respond, “Do you need a list of everything Sigmund Freud wrote, or are you looking for a specific book?” Ask open ended questions to encourage patron to be more forthcoming – “How much information do you need?” – “Please tell me more about your topic.” Verify your understanding of their need with the patron before you start looking

Asking open questions Effective way to give patrons freedom to express information needs in their own words Guides them in the direction to best help you find the material best suiting their information need Always give patron a chance to tell you what their questions are, rather than telling your patrons what you think they ought to be

Paraphrasing the question Reassures the patron that you are listening Reassures you that you have heard correctly Patron may clarify or amplify original request with more information

Searching Find out what the patron has already tried, where they’ve looked, etc. Find out the patron’s time frame. How soon do they need this information? SHOW them how you are looking for/finding their answer. We are here to enable them to do this themselves.

Followup Ask patron if their question has been completely answered, or if they have enough to continue on their own Encourage them to return for further assistance if needed Avoid using NO as an answer to a reference question—refer it to the librarian at the desk instead!

Sample Followup questions “Does this completely answer your question?” “Do you have everything you need?” “Is there anything else I can help you find?”

Reference is a DIALOG ppoY ppoY

Referrals: what, when, how Following the reference interview, any question you cannot answer becomes a reference referral. [insert new referral process]

Role Playing