Reference interview defined
From SLNSW
The key to the reference process
Contents |
Review
Reference service is a way for libraries to meet the needs of the communities they serve. Filling information needs requires discovering the real need behind a patron's first question. Patrons may not clearly express real information needs or may be limited by misconceptions about libraries. The reference interview is a means of determining real information needs.
Finding the underlying gap in knowledge or the problem to be solved behind the patron's opening question is an ongoing reference process that includes discussion and follow-up by public service staff. There are four basic steps in the reference process -
- outreach
- determining needs
- the reference interview
- meeting needs and follow-up
Skills and steps in the reference interview include paraphrasing, asking open questions, clarifying, verifying, getting all the needed information, the 6 pieces of evidence, following up, ending the interview.
Listening - the most important part of the reference interview
Listening to a patron without interrupting, a skill that is particularly difficult for some of us, and asking the right questions are necessary skills for successful reference service. You won't find the right answer if you don't know the right question. Keep in mind that there are many reasons why patrons don't state real needs. Persevere. Be creative and practice the techniques you will learn in this module.
Interviewing in person or remote
Many reference interviewing skills are the same for remote reference. Standard reference service behaviours such as reference interviewing should be used. Use effective interpersonal communication and recommended model behaviours. Be skilled in online communication and be aware of the possible problem areas resulting from conducting reference interviews on the telephone or online rather than face-to-face. Treat online communication, including stored transcripts or records, as private and confidential.
