1. The Reference Interview in 5 Steps
Different reference contexts: In-person, phone, , IM, texting, virtual worlds

2. Open the Interview Be Approachable Establish Rapport Listen
Avoid being pre-occupied – e.g., earphones, reading newspaper, etc.
Relation-based transaction
Non-verbals count
Let patrons complete their sentences.

3. Negotiate the Question
What kind of information on are you looking for?
What have you tried so far?
Sense-Making Questions
Open Questions
Closed Questions
Paraphrase and summarize.
Verify the specific question.
Focus on what patrons want, not what you think they need.
Sense-making questions – neutral questioning
Clarify to reach the buried question
Avoid completing patron’s questions/sentences.

4. Open Questions
What sort of information would you like on this topic? Can you tell me a little more about your topic? What information have you found up to this point? What aspect of X are you interested in?
Allow patron to state question/need in own words.
Useful at beginning of reference interview.

5. Closed Questions
Have you checked the catalog? Would you prefer books or journal articles? Is this for a class assignment? Do you want current publications?
Used for clarification and to stay focused.
Confirm the information need.
Useful around towards middle/end of reference interview.
Use after the real question has been identified.

6. Search for Information
Teachable moment – Information Literacy (self-sufficiency)
Explain your thought processes as you search for information.
Understand that not all patrons will want to learn; some seek only answers.
Share what you see on screen. Maintain inclusion.
Teach
Narrate search strategy.
Be respectful of patron’s time.
Photo from Olin & Uris Libraries

7. Communicate Information to the User
Write information down.
Avoid information overload.
Cite your sources.
Write info. down – e.g., citations, bibliographic record, computer reservations, etc.
Authority of information is crucial.
Know when to stop talking.
Cite your sources.

8. Verify accuracy of answer. Avoid negative closure.
Close the Interview
Verify accuracy of answer.
Avoid negative closure.
Encourage returning.
Ask: “Does this completely answer your question?” “Is this enough to get you started?”
End with: “Let us know if you need further assistance.”
Negative closure – You can always make referrals so patrons don’t leave empty-handed.

9. Reference Interview Open the interview. Negotiate the question.
Search for information.
Communicate information to the user.
Close the interview.

10. For More Information