Reference Interview
This guide gives a basic overview of the reference interview for faculty and staff at the Marriott Library.
For assistance
Ismaeil Hakimi
Contact:
Information & Research Specialist, Middle East Collection Liaison
Marriott Library, University of Utah
295 S 1500 E
Salt Lake City, UT 84112
Marriott Library, University of Utah
295 S 1500 E
Salt Lake City, UT 84112
801-581-5137
Example
"I need articles about mining and the environment."
"That's a really interesting topic! Can you tell me what in particular about mining and the environment you're researching?"
"I'm writing a paper on how large-scale mining operations affect local plant life."
"Awesome! Just to make sure I understand, you are wanting articles about how large-scale mining can affect local plant life?"
"Yep! And they need to be scholarly."
"Do you have any particular mining operations or geographic areas in mind?"
"Yes, the state of Utah."
"And do you have any particular plants or kinds of plants in mind?"
"Yeah, I think I want to focus mainly on trees."
"Great. Let's search for some articles."
Listening and Inquiring
During a successful reference interaction, the librarian communicates in a receptive and supportive manner and allows the patron to fully state their information in their own words before responding.
After the patron has fully stated their need, identify the goals and objectives of their research and rephrase the question. Doing this helps to show that you care about understanding their question correctly. Ask them if you have understood correctly.
Here are some tips:
- Avoid jargon!
- Use open-ended questions to encourage the patron to expand their question
- Ask only one question at a time, as to not overwhelm the patron or allow them to not answer
- Maintain objectivity and do not interject value judgments about the subject or transaction
- Respect the patron's privacy and maintain that confidentiality after the transaction
Resources
Conducting the Reference Interview by Call Number: Z711 .R64 2009ISBN: 9781555706555Publication Date: 2009-06-01The revised 2nd edition of this practical how-to for all types of librarians will teach you to understand the needs of public, academic, and special library users across any virtual setting--email, text messaging, and social networking Web sites--as welll as in traditional and face-to-face models of communication. Based on the latest research in communication theory, the book includes new exercises and examples to help you practice effective reference transactions and avoid common pitfalls. Guidance for helping users with special language-related needs (such as speech and hearing disabilities and English language learners) and social difficulties is also included, as are updated chapters on readers' advisory interviewing and policy and training procedures. An extensively revised chapter on virtual reference features new sections on live chat and instant messaging services as well as a discussion of Web 2.0 initiatives and updated information on email reference.
Defusing the Angry Patron by Call Number: Z711 .R79 2000ISBN: 1555703720Publication Date: 2000-01-01Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.
Reference and Information Services by Call Number: Z711 .R443 2016ISBN: 9781440836961Publication Date: 2016-08-29Thoroughly updated, this is the essential guide to one of the most fundamental fields in the library profession. It links you-and through you, your patrons-to the significant changes that have occurred in reference and information sciences with emphasis on the growth of digital content. * Provides a comprehensive text edited by two highly regarded experts in reference and academic librarianship, Linda C. Smith and Melissa A. Wong, with chapters written by some of the best minds in the library science field * Includes newly updated information that reflects today's realities in reference service with an indication of how reference service may be provided to meet changing patron needs in the future * Encompasses the effective use of print sources, free online sources, and fee-based sources * Features individual chapters that can be used for in-service staff training or in student course packs
The Virtual Reference Handbook by Call Number: Z711.45 .K69 2007ISBN: 1555705987Publication Date: 2007-02-01IM, e-mail, and chat reference is already here, but have you adapted your traditional reference interview and information provision skills to these new formats? ACRL online trainer and popular Internet workshop leader Diane Kovacs has assembled this handbook to help reference librarians develop the communication skills and resources they need to work effectively in the virtual reference environment. The handbook shows how to adapt traditional face-to-face reference interview skills to the virtual interview-and how to interpret and use new cues (chat slang, IM shorthand, emoticons, etc.) to better serve your users. For both chat and e-mail transactions, Kovacs outlines strategies for analyzing the question, conducting the interview, developing a search strategy, and delivering sources. There is guidance for selecting the best information format for users and delivering content in a timely and valuable manner. This practical guide offers everything reference librarians need to move from the face-to-face to virtual transaction with ease.
Table of Contents
Helpful Links
- RUSA Guidelines for Conducting a Reference InterviewGuidelines for Behavioral Performance of Reference and Information Service Providers as researched and written by Reference and User Services Association
- Marriott Library Service PrinciplesService principles and best practices for the Marriott Library. "Patron's Needs are the Focus of Each Person's Effort."
