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module_2_reference_interview_skills_and_question_types_ref-ex [2023/11/06 20:41] – ellen.forsyth_sl.nsw.gov.aumodule_2_reference_interview_skills_and_question_types_ref-ex [2024/03/21 01:01] – judyatkinson
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 **Why use open questions?** **Why use open questions?**
  
-Closed questions often don't get you much closer to the patron's need. It's more efficient and effective to ask what kind of information on the topic you are looking for. Help the patron to talk to you about their information need.+Closed questions don't help define the patron's topic. It's more efficient and effective to ask what type of information on the topic they are looking for. Help the patron talk to you about their information need.
  
-It is best to ask open, but not leading questions. Using open questions also saves you from having to know about the topic, you just have to know where to find the information. You can ask an open question like "Can you tell me more about that?".+It is best to ask open, but not leading questions. Using open questions also helps you if you don't know about the topic. You can ask an open question like "Can you tell me more about that?".
  
 //**Major point: Open questions are effective for discovering a patron's information need.**// //**Major point: Open questions are effective for discovering a patron's information need.**//
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 **Exercises for open questions** **Exercises for open questions**
  
-Give examples of open questions that you could ask in response to the following queries:+Give examples of open questions you could ask in response to the following queries:
  
   - I need information on a Torana?   - I need information on a Torana?
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 **Getting the details right** **Getting the details right**
  
-Clarifying is a technique you can use when you are further along in the reference interview. Remember you begin the interview with paraphrasing and open questions. You may need to clarify a point by asking for a particular bit of information. For example, you may have discovered that the patron wants pictures of Broken Hill for a presentation. Before you proceed you need to find out whether they would like a book, a digital file or a print (paper or a 3D print).+Clarifying is a technique you can use when you are further along in the reference interview. Remember you begin the interview with paraphrasing and open questions. You may need to clarify a point by asking for a particular bit of information. For example, you may have discovered that the patron wants images of Broken Hill for a presentation. Before you proceed you need to find out whether they would like a book containing images, a digital file or a print (paper or a 3D print).
  
-You can get to that information most effectively by using a clarifying question specifically asking for a particular bit of information. Remember to use clarifying questions later in the reference interview process and only to confirm a particular point.+You can obtain the missing information most effectively by using a clarifying question specifically asking for a particular bit of information. Remember to use clarifying questions later in the reference interview process to confirm a particular point.
  
 **How do you clarify questions in remote or online reference situations?** **How do you clarify questions in remote or online reference situations?**
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 Suggested methods for remote interview questioning in email/chat/instant message (IM) sessions: Suggested methods for remote interview questioning in email/chat/instant message (IM) sessions:
  
-  * Clarify the information need  - allow the patron to fully explain their request before responding.+  * Clarify the information need - allow the patron to fully explain their request before responding.
   * Use open-ended questions to encourage the patron to expand on the request e.g. "please tell me more about your topic?" or "what additional information can you give me?" or "how much information do you need?".   * Use open-ended questions to encourage the patron to expand on the request e.g. "please tell me more about your topic?" or "what additional information can you give me?" or "how much information do you need?".
-  * Use questions to refine the search query e.g. "what have you already found?" or "what type of information do you need?- books, articles etc." or "do you need current or historical information?"+  * Use questions to refine the search query e.g. "what have you already found?" or "what format do you need- books, journal articles, e-resources etc." or "do you need current or historical information?"
   * If you are using a restricted format like Twitter (only 280 characters), it may be appropriate to negotiate a different format   * If you are using a restricted format like Twitter (only 280 characters), it may be appropriate to negotiate a different format
   * You need to maintain your professionalism in online communication.   * You need to maintain your professionalism in online communication.
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   * What you really need is a recipe for tomato sauce to serve 400 people?   * What you really need is a recipe for tomato sauce to serve 400 people?
   * Am I correct that you are looking for a distributor of sheet metal in Tamworth?   * Am I correct that you are looking for a distributor of sheet metal in Tamworth?
-  * So then you need three or four articles on the COVID-19 for your assignment due on March 1. Is that correct? +  * So then you need three or four articles on COVID-19 for your assignment due on March 1. Is that correct? 
-  * What you are specifically looking for then is the Indian born population of Australia, at the last Census, by age and sex. Is that right?+  * What you are specifically looking for, is the Indian born population of Australia, at the last Census, by age and gender. Is that right?
  
 This last check ensures that you and the patron understand what you will be searching for. This last check ensures that you and the patron understand what you will be searching for.
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 We presume the man with the greasy hands who asks about car books is obviously going to want a repair manual, and that the 12-year-old who asks for a book on Queensland is doing a school project. We presume the man with the greasy hands who asks about car books is obviously going to want a repair manual, and that the 12-year-old who asks for a book on Queensland is doing a school project.
  
-Maybe not. The man may be writing a novel and needs to know the kind of cars were popular in the 1920s and the 12-year-old may be going on a holiday.+Maybe not. The man may be writing a novel and needs to know what kind of cars were popular in the 1920s and the 12-year-old may be going on a holiday.
  
 // //
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   - The clarified and verified question   - The clarified and verified question
  
-You can use open questions, paraphrasing, clarifying and verifying. To prompt patrons to volunteer this information efficiently and easily you might need to ask for some information directly, for example "what is the deadline?". Most of this information will come out naturally during a good reference interview.+You can use open questions, paraphrasing, clarifying and verifying. To prompt patrons to volunteer this information efficiently and easily you might need to ask for some information directly, for example "what is the deadline?". Most of this information will come out naturally during the reference interview.
  
 **Purpose** **Purpose**
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 **Deadline** **Deadline**
  
-Is there a date after which the information will no longer be useful to the patron? Ask what is the last day we could provide this information to them and still meet their needs. If they say as soon as possible suggest that a specific date is helpful.+Is there a date after which the information will no longer be useful to the patron? Ask what is the last day you could provide the information to them and still meet their needs. If they say as soon as possible suggest that a specific date is helpful.
  
 **Type and amount** **Type and amount**
  
-How much information is needed? In what form will it be most useful?+How much information is needed? In what format will it be most useful?
  
 Some material may be best understood as a picture or chart or even in a different language. Some material may be best understood as a picture or chart or even in a different language.
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 How knowledgeable is the patron on this subject? Is the person an expert or a beginner? Are they a child, young person, adult or expert in the field? What information does the patron already have? How knowledgeable is the patron on this subject? Is the person an expert or a beginner? Are they a child, young person, adult or expert in the field? What information does the patron already have?
  
-A person asking for information about a disease might be a doctor, nurse, student or patient. Each of these people will have a different information need.+A person asking for information about a disease might be a doctor, nurse, student, patient or relative. Each of these people will have a different information need.
  
 **Where** **Where**
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   * Communicating is direct. The patron sees and hears you.   * Communicating is direct. The patron sees and hears you.
   * Visual cues give you information.   * Visual cues give you information.
-  * Silence is ok if the patron can see what you're doing.+  * Silence is OK if the patron can see what you're doing.
   * Managing the time you spend with each patron is based on seeing other users waiting.   * Managing the time you spend with each patron is based on seeing other users waiting.
   * Responsibility for follow-up can be transferred to the patron.   * Responsibility for follow-up can be transferred to the patron.
-  * Process is sequential as you go through the reference interview process.+  * The process is sequential as you go through the reference interview.
  
 Chat environment: Chat environment:
  
-  * Communicating is complex as you manipulate software, +  * Communicating is complex as you manage software.
   * Keying is slow and you need to allow time for the question to be typed    * Keying is slow and you need to allow time for the question to be typed 
   * Continue to keep the patron informed of the steps you are taking   * Continue to keep the patron informed of the steps you are taking
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   * Make sure you read the whole email before replying.   * Make sure you read the whole email before replying.
   * There are no visual cues to give you information about the patron or the patron's response to the dialogue.   * There are no visual cues to give you information about the patron or the patron's response to the dialogue.
-  * Acknowledgment of receipt and information about turnaround times should be provided to patrons.+  * Acknowledgment of receipt, and information about turnaround times should be provided to patrons.
   * The staff need to be proactive in following-up on transactions.   * The staff need to be proactive in following-up on transactions.
  
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   * Make sure you read the whole message before replying.   * Make sure you read the whole message before replying.
   * There are few clues to give you information about the patron or the patron's response to the dialogue.   * There are few clues to give you information about the patron or the patron's response to the dialogue.
-  * Acknowledgment of receipt and information about turnaround times should be provided to patrons.+  * Acknowledgment of receipt, and information about turnaround times should be provided to patrons.
   * The staff need to be proactive in following-up on transactions.   * The staff need to be proactive in following-up on transactions.
   * Keying is slow and you need to allow time for the question to be typed    * Keying is slow and you need to allow time for the question to be typed 
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 The reference process requires putting your patrons at ease and keeping them informed. The reference process requires putting your patrons at ease and keeping them informed.
  
-Some specific tips for remote services:+Some specific tips for remote reference services:
  
   * Be friendly and professional   * Be friendly and professional
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   * Let the patron know what you are doing     * Let the patron know what you are doing  
   * Send information in small pieces not large paragraphs to help communication and reduce delay time   * Send information in small pieces not large paragraphs to help communication and reduce delay time
-  * Fully cite all resources quoted or used in responses+  * Cite all resources quoted or used in responses using a recognised format
   * Use terminology that is understandable to the patron   * Use terminology that is understandable to the patron
  
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 Make the patron feel comfortable to return to ask another question should they need to. Make the patron feel comfortable to return to ask another question should they need to.
  
-Follow-up questions ensure you have provided what the patron needed. Offer your patron the chance to tell you that the information was not what was wanted. Ask a follow-up question at the completion of every reference transaction.+Follow-up questions ensure you have provided what the patron needed. Offer your patron the chance to tell you that the information was not suitable. Ask a follow-up question at the completion of every reference transaction.
  
 **Ending the reference interview** **Ending the reference interview**
module_2_reference_interview_skills_and_question_types_ref-ex.txt · Last modified: 2024/03/21 18:15 by judyatkinson