module_2_reference_interview_skills_and_question_types_ref-ex
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module_2_reference_interview_skills_and_question_types_ref-ex [2023/11/06 20:41] – ellen.forsyth_sl.nsw.gov.au | module_2_reference_interview_skills_and_question_types_ref-ex [2024/03/21 18:15] (current) – judyatkinson | ||
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**Why use open questions? | **Why use open questions? | ||
- | Closed questions | + | Closed questions don' |
- | 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' |
//**Major point: Open questions are effective for discovering a patron' | //**Major point: Open questions are effective for discovering a patron' | ||
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**Exercises for open questions** | **Exercises for open questions** | ||
- | Give examples of open questions | + | 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 | + | 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 |
- | 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 | + | You can obtain the missing |
**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/ | Suggested methods for remote interview questioning in email/ | ||
- | * 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. " | * Use open-ended questions to encourage the patron to expand on the request e.g. " | ||
- | * Use questions to refine the search query e.g. "what have you already found?" | + | * Use questions to refine the search query e.g. "what have you already found?" |
- | * If you are using a restricted format like Twitter (only 280 characters), | + | |
* 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, | + | You can use open questions, paraphrasing, |
**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 | + | 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 |
**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 |
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 | + | A person asking for information about a disease might be a doctor, nurse, student, patient |
**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 | + | * The process |
Chat environment: | Chat environment: | ||
- | * Communicating is complex as you manipulate | + | * Communicating is complex as you manage |
* 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' | * There are no visual cues to give you information about the patron or the patron' | ||
- | * 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' | * There are few clues to give you information about the patron or the patron' | ||
- | * 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 |
* 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 |
* 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.1699324886.txt.gz · Last modified: 2023/11/06 20:41 by ellen.forsyth_sl.nsw.gov.au