IR 410October 28, 2008

The Reference Interview

Reference and Outreach

Cynthia Akers

Information Literacy/Outreach Coordinator

ESU Libraries and Archives

cakers@emporia.edu

What is a “Reference Interview”?

• Not to be confused with the “job interview”!

• Transaction between client/patron/customer and librarian/information professional

• Way to “get at” the actual “question within the question”

Open/Closed/Neutral Questioning

• Open questioning: Good as an opening– “What would you like to know about the topic?”

– “Can you tell me a little more about your information need? That will help me do a better job for you.”

• Closed questioning: Good for clarification– “What sources have you already checked?”

– “Did you use (catalog; name of database, name of Web site)?”

– “Is this topic for a paper, project, assignment?”

• Neutral questioning: Understanding the information need from the patron’s perspective– “Tell me more about the topic.”

– “What might the ideal book/article/source have that would help you?”

Tactics of a Good Reference Interview

• Open body language (in person!)• Friendly appearance (smiling and looking approachable

in person; voice inflections when speaking on the phone; open/neutral language in IM, chat, or E-mail correspondence)

• Eye contact• Follow-up (regardless of format):

– “How did this information help you?”– “What additional information do you need?”

– Contact information (if the patron should need more complex data, etc.)

Discussion Questions

• How has technology in general affected the nature of reference/public services?

• Has technology “eliminated” the need for reference/information service?

• How do we as information professionals stay current and up to date with digital media, information “streaming” in from a variety of formats, etc.?

Additional Sites

• American Library Association Reference and User Services Association (RUSA)– http://www.ala.org/ala/mgrps/divs/rusa/index.cfm

• ALA RUSA“Definitions of Reference”– http://www.ala.org/ala/mgrps/divs/rusa/resources/

guidelines/definitionsreference.cfm

• ALA RUSA “Guidelines for Behavioral Performance of Reference and Information Service Providers”– http://www.ala.org/ala/mgrps/divs/rusa/resources/

guidelines/guidelinesbehavioral.cfm

Reference/Outreach

• Question: How do you know if you are indeed reaching all the patrons who truly need information/reference assistance?

New “Paradigms” of Information Service

• IM/Chat Reference

• Social Networking (Facebook; Twitter; YouTube)

• Roving Reference

• Other Thoughts?