Paraphrase
From SLNSW
Getting from the opening question to the real information need.
Contents |
Paraphrasing
Paraphrasing is a useful technique that will help you discover a patron's real information need. You repeat back what the patron said in their words without adding any thoughts or questions of your own. You mirror the patron's thoughts showing the patron what the question looks like to you. These are statements, not a question. If you make it a question, it may sound like you are surprised that the person would ask such a question.
- You want to know the state flower of New South Wales
- You want to know the name of your member of Parliament
- You want information on land rights
Paraphrasing has three outcomes
- It lets the patron know that you are listening to them.
- It demonstrates that you have heard correctly.
- It provides an opportunity for the patron to clarify or amplify their original request with more information.
Paraphrasing is also useful when you have a very talkative patron. Sometimes people will tell you their story, then tell you again. They might want to be sure you heard them. If you paraphrase after the first telling, they will know you understand and will continue with the rest of their story.
Examples
The client says 'I really need information on New South Wales. I've looked all over the place and haven't found what I want. I tried those books over there and they didn't help and I'm still looking. I just can't seem to find what I need'. You can say 'You need information on New South Wales' or 'You're looking for information about New South Wales'. Open questions will encourage the patron to provide further information.
Remote interviewing
What is online reference?
IFLA defines online reference, virtual reference, digital reference, e-reference, internet information services, live reference and real-time reference as terms sometimes used interchangeably to describe reference services that utilize computer technology in some way.
IFLA digital reference guidelines
Do you still need to follow the steps in the reference process and use paraphrasing, open questions, clarifying, verifying and so on?
Yes. When you are not face-to-face with a library patron getting to the real information need requires skilful interviewing, using all the steps of the reference process.
Major point: Paraphrasing is a useful technique to discover more information.
Exercises
How would you paraphrase the following questions?
- Do you have the owner's manual for a 1978 Torana, mine needs repair.
- I'd like to get some ideas on building a chair.
