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
"Have you done any research on this before?"
"Yeah, a little bit."
"Great, can you tell me what you've done?"
"I searched for mining and plant life in the database, but that gave me a lot of irrelevant stuff."
"How about we try searching in a subject database? This way, the results will be relevant."
"That sounds great. How do I do that?"
"I'll be happy to walk you through it! Let me try a few searches first, and we'll get started."
...
"So I found a lot of great stuff! Let's go through it together ... "
Searching
Before you begin searching for sources or guide them through that process, ask what the patron has already tried, then construct a competent strategy based on that.
When searching:
- Explain search strategy to a patron and offer pointers, detailed search paths, and names of resources to find the answer so patron can answer similar questions on their own when appropriate
- Try search BEFORE leading patron through search
- Offer multiple strategies
- Recognize when to make a referral
- Making a referral does not mean you have failed the patron. In fact, it means you are showing more resources to that patron and fostering a relationship between them and a subject specialist
- Ask the patron if you've fully answered their question, and ask if additional information is needed
- Offer to accompany patron in the search for more items
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."
