reference interview 101
DESCRIPTION
Presented at Kaukauna Public Library staff training day on June 27, 2011TRANSCRIPT
REFERENCE INTERVIEW 101Kaukauna Public Library Staff Training Day
June 27, 2011
WHAT IS A REFERENCE INTERVIEW?
http://youtu.be/uw2nhQJNoZI
WHY DO PATRONS ASK “BAD” QUESTIONS?
RUSA GUIDELINES FOR BEHAVIORAL PERFORMANCE OF REFERENCE AND INFORMATION SERVICE PROVIDERS
http://www.ala.org/Template.cfm?Section=Home&template=/ContentManagement/ContentDisplay.cfm&ContentID=26937
WHO PROVIDES REFERENCE SERVICES?
“The term librarian in this document applies to all who provide reference and informational services directly to any library users.”
THAT MEANS YOU!
APPROACHABILITY
“The librarian’s role in the communications process is to make the patrons feel comfortable in a situation that may be perceived as intimidating, risky, confusing, and overwhelming.”
INTEREST
“Librarians who demonstrate a high level of interest in the inquiries of their patrons will generate a higher level of satisfaction among users.”
LISTENING
“The reference interview is the heart of the reference transaction and is crucial to the success of the process.”
WHAT WENT WRONG?
http://youtu.be/Niac-sIGd8g
INQUIRING
Use open-ended questions to elicit more information.
Use clarifying questions to refine or narrow the question.
OPEN-ENDED QUESTIONS
Please tell me more about your topic. What additional information can you give
me? How much information do you need? We have a lot of books and other information
on X. What kind of information are you looking for?
Please explain that in more detail. Please be more specific.
Please tell me more about the sources that you may use for your assignment.
How did this question arise?
CLARIFYING QUESTIONS
What have you already found? What types of information do you need
(books, articles, etc.)? Do you need current or historical
information? What do you mean by X? Please give me an example. I don’t know much about X. Can you help me
understand?
SEARCHING
FOLLOW-UP
“If you don’t find what you’re looking for, please come back and we’ll try something else.”
TIME TO PRACTICE!
CAN YOU HELP ME?
DOES SHE MEAN…
whales? or Wales?
WHERE ARE YOUR SCIENCE BOOKS?
WHAT SHE REALLY WANTED…
Photo of a Nun’s orchid (Phaius tankervilliae)
DO YOU HAVE ANY BOOKS ABOUT WOODSTOCK?
REMEMBER WORF
W = welcoming, open attitude & body languageO = open-ended questionsR = restating/rephrasing the questionF = ask follow-up questions
I will just remember that you helped!
RESOURCES
Ohio Reference Excellence on the Web, Module 2, Reference Interview http://www.olc.org/ore/2intro.htm
Ohio Reference Excellence on the Web, Module 2, Readers’ Advisory Interview http://www.olc.org/ore/2readers.htm
The Reference Interview: A Common-Sense Reviewhttp://infopeople.org/sites/all/files/past/2004/reference/ASCLAALAref_interview.pdf
InfoPeople Webinar – The Reference Interview: Time for a Tune-up http://infopeople.org/training/reference-interview-time-tune
Internet Public Library, Frequently Asked Reference Questions http://www.ipl.org/div/farq/
IMAGE CREDITSSlide 3 One eyebrow raised and proud of it by emilygoodstein
Slide 5 Yelm Library – Cindi helps a patron by Timberland Regional Library
Slide 6 Hi, Scott! by Ron Hogan
Slide 7 Yawn by Auntie P
Slide 8 I’m listening by Melvin Gaal (Mindsharing.eu)
Slide 10 Questions? by Valerie Everett
Slide 13 Getting help at the Reference Desk by Escondido Public Library
Slide 14 Say Cheese John Says Hi in Wisconsin Libraries Say Cheese
Slide 16 Library Patron 1 by evilpeacock
Slide 17 Whale Breach, Kauai by Na Pali Riders
Slide 17 Wales Administrative Map 2009 from Wikimedia Commons
Slide 18 Ocean Park Timberland Library on Library Snapshot Day 4/12/11 by Timberland Regional Library
Slide 19 ORCHIDACEAE 蘭科 - Nun's Orchid (Phaius tankervilliae) 鶴頂蘭 by kaiyanwong223
Slide 20 Library patron by tattycat
Slide 22 Ocean Park Timberland Library on Library Snapshot Day 4/12/11 by Timberland Regional Library
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