Follow up ending
From SLNSW
Don't assume you've answered the question.
Contents |
When you think you have finished
After you think you have answered a patron's question always ask a follow-up question such as:
- does this completely answer your question?
- do you have everything you need?
- is there anything else I can help you find?
Make the patron feel comfortable to return to ask another question should they need to.
Asking the patron if they have everything they need will improve your success rate in filling information needs. Follow-up questions insure you have really provided what the patron wanted. If the patron answers 'yes' you can be confident you have done your job successfully.
You may phrase it differently but you need to offer your patron the chance to tell you that the information was not what was wanted. Reference studies have shown that library workers who ask the specific follow-up question 'does this completely answer your question?' meet their patron needs most often. Be sure to ask a follow-up question as part of every reference transaction.
Ending the interview
No is never an answer. If the answer is 'no' to your follow-up (does that completely answer your question?) and you are going to continue to help the patron find information, make sure you do three things:
- Get the patron's name and phone number or email address and verify the spelling and number
- Give the patron a realistic idea of when you might be calling or emailing back
- Establish a definite time when the patron is available and expecting to hear from you
Let the patron know who you are in case they want to contact you. Follow your library policy. If you have been talking online by e-mail or by telephone with a patron, when appropriate you may suggest that the patron visit the library. For example the patron would benefit from browsing the collection.
Guidelines for Behavioral Performance of Reference and Information Service Providers
Major point: The only way to be sure you've met the need is to ask. Bring each reference interview to an appropriate close.
Exercise
- In addition to the examples given think of at least two more ways to say 'do you have everything you need?' that you would be comfortable using as a follow-up question at the end of a reference interview.
- What is the purpose of follow-up questions?
