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module_2_reference_interview_skills_and_question_types_ref-ex [2021/05/09 00:27] – judyatkinsonmodule_2_reference_interview_skills_and_question_types_ref-ex [2024/03/21 18:15] (current) – judyatkinson
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   * following up, and   * following up, and
   * ending the interview.   * ending the interview.
 +
 +Watch the first 60 minutes of this video for helpful information on the reference interview {{youtube>vxmMKLawplE}}
  
 **Listening - the most important part of the reference interview** **Listening - the most important part of the reference interview**
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 **Interviewing in person, online or by telephone** **Interviewing in person, online or by telephone**
  
-Reference interviewing skills are the same for remote reference. Use effective interpersonal communication and recommended reference behaviours see [[Module 3 People skills, reference behaviours ref-ex]]. Be sure to follow workplace procedures regarding confidentiality.+Reference interviewing skills are the same for remote reference. Use effective interpersonal communication and recommended reference behaviours see [[module_3_people_skills_reference_behaviours_ref-ex|Module 3 People skills, reference behaviours]]. Be sure to follow workplace procedures regarding confidentiality.
  
 //**Major point: The reference interview answers the question, 'What does the patron want to know?'**// //**Major point: The reference interview answers the question, 'What does the patron want to know?'**//
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   * What amendments are necessary to update the documents?   * What amendments are necessary to update the documents?
   * Why are these changes required?   * Why are these changes required?
-  * Where can you find other information to help you with this task (i.e, ALIA, IFLA, ASLSA)+  * Where can you find other information to help you with this task (i.e, ALIA, IFLA, ASLA)
  
  
-[[module_2_answers_and_review_ref-ex|Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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 The patron 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 want information relating to New South Wales' or 'You are researching to find information about the State of New South Wales". The patron 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 want information relating to New South Wales' or 'You are researching to find information about the State of New South Wales".
- 
-**Remote interviewing** 
- 
-Paraphrasing is the first part of the process that helps you detemine what the customer needs. It helps you to clarify and verify their request. You still need to follow this step in the reference process when undertaking remote interviewing.  
- 
-[[http://www.ifla.org/index.htm|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 utilise computer technology in some way. 
- 
-[[http://www.ifla.org/VII/s36/pubs/drg03.htm|IFLA digital reference guidelines]] 
  
  
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   - I'd like to get some ideas on building a chair.   - I'd like to get some ideas on building a chair.
  
-[[module_2_answers_and_review_ref-ex|Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
 +
 +**Remote interviewing**
 +
 +Paraphrasing is the first part of the process that helps you detemine what the customer needs. It helps you to clarify and verify their request. You still need to follow this step in the reference process when undertaking remote interviewing. 
 +
 +[[https://repository.ifla.org/handle/123456789/719|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 utilise computer technology in some way.
 +
 +[[https://repository.ifla.org/handle/123456789/719|IFLA digital reference guidelines]]
 +
 +[[https://www.ala.org/rusa/sites/ala.org.rusa/files/content/resources/guidelines/GuidelinesVirtualReference_2017.pdf|ALA RUSA Guidelines for implementing and maintaining virtual reference services]]
 +
 +
  
 ==== Open questions ==== ==== Open questions ====
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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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   - Where's the small business section?   - Where's the small business section?
  
-[[module_2_answers_and_review_ref-ex|Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
  
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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+
   * You need to maintain your professionalism in online communication.   * You need to maintain your professionalism in online communication.
  
-Refer to Section 2.4 Guidelines for Chat Sessions [[http://www.ifla.org/VII/s36/pubs/drg03.htm|IFLA digital reference guidelines]]+Refer to Section 2.3 and 2.4 Guidelines for Chat Sessions [[https://repository.ifla.org/handle/123456789/719|IFLA digital reference guidelines]]
  
 //**Major point: Clarify to fully understand what is being asked.**// //**Major point: Clarify to fully understand what is being asked.**//
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 How would you clarify the patron's request in the following examples? How would you clarify the patron's request in the following examples?
  
-  - Do you have sex education DVDs for kids?+  - Do you have sex education resources for kids?
   - I have the reference for a particular journal article. How can I obtain a copy of the article?   - I have the reference for a particular journal article. How can I obtain a copy of the article?
  
-[[module_2_answers_and_review_ref-ex|Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
  
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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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   - What questions would you ask to verify if information is needed for a school assignment or if it is needed as travel research?   - What questions would you ask to verify if information is needed for a school assignment or if it is needed as travel research?
  
-[[module_2_answers_and_review_ref-ex|Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
  
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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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   - What can you do if you don't find any information in your library on the Long-footed Potoroo?   - What can you do if you don't find any information in your library on the Long-footed Potoroo?
  
-[[module_2_answers_and_review_ref-ex|Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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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**
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 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. 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.
  
-[[http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral.cfm|Guidelines for Behavioral Performance of Reference and Information Service Providers]]+[[https://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral|Guidelines for Behavioral Performance of Reference and Information Service Providers]]
  
 The Library Council of NSW has produced the following Standards and Guidelines for NSW public libraries. Guideline 6 - Information and readers’ advisory services provides valuable information. The Library Council of NSW has produced the following Standards and Guidelines for NSW public libraries. Guideline 6 - Information and readers’ advisory services provides valuable information.
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   - 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.   - 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.
  
-[[module_2_answers_and_review_ref-ex|Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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 ====Module 2 Answers and review==== ====Module 2 Answers and review====
  
-[[Module 2 Answers and review (ref-ex)]]+[[module_2_answers_and_review_ref-ex|Module 2 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
  
-==== Other modules for reference excellence ==== +==== Other modules for Reference Excellence ====
- +
-**Reference excellence - self paced reference and information services training**+
  
-[[About ref-ex]]+**Reference Excellence - self paced reference and information services training**
  
-[[Module 1 Overview of the reference process ref-ex]] 
  
-[[Module 2 Reference interview skills and question types ref-ex]]+[[About ref-ex|About Reference Excellence]]
  
-[[Module 3 People skills, reference behaviours ref-ex]]+[[Module 1 Overview of the reference process ref-ex|Module 1 Overview of the reference process]]
  
-[[Module 4 Search strategies ref-ex]]+[[Module 2 Reference interview skills and question types ref-ex|Module 2 Reference interview skills and question types]]
  
-[[Module 5 Reference resources ref-ex]]+[[Module 3 People skills, reference behaviours ref-ex|Module 3 People skills, reference behaviours]]
  
-[[Module 6 Ethics and legislation ref-ex]]+[[Module 4 Search strategies ref-ex|Module 4 Search strategies]]
  
-[[Module 7 Roving reference ref-ex]]+[[Module 5 Reference resources ref-ex|Module 5 Reference resources]]
  
-[[Module 8 Local studies ref-ex]]+[[Module 6 Ethics and legislation ref-ex|Module 6 Ethics and legislation]]
  
-[[Module 9 Family history ref-ex]]+[[Module 7 Roving reference ref-ex|Module 7 Roving reference]]
  
-[[Module 10 Children ref-ex]]+[[Module 8 Local studies ref-ex|Module 8 Local studies]]
  
-[[Module 11 Young adults ref-ex]]+[[Module 9 Family history ref-ex|Module 9 Family history]]
  
-[[Module 12 Corporate library services ref-ex]]+[[Module 10 Children ref-ex|Module 10 Children]]
  
-[[Module 13 Technology reference services ref-ex]]+[[Module 11 Young adults ref-ex|Module 11 Young adults]]
  
 +[[Module 12 Corporate library services ref-ex|Module 12 Corporate library services]]
  
 +[[Module 13 Technology reference services ref-ex|Module 13 Technology reference services]]
module_2_reference_interview_skills_and_question_types_ref-ex.1620538042.txt.gz · Last modified: 2021/05/09 00:27 by judyatkinson