1 / 9

The Reference Interview

The Reference Interview. Monday, September 12, 2005. So this patron comes up to the desk…. Many questions are very simple and straightforward - some are not Different types of questions Which questions require the skills of the trained reference librarian? Consider the 55% finding

Lucy
Download Presentation

The Reference Interview

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. The Reference Interview Monday, September 12, 2005

  2. So this patron comes up to the desk… • Many questions are very simple and straightforward - some are not • Different types of questions • Which questions require the skills of the trained reference librarian? • Consider the 55% finding Gers, R., & Seward, L.J. (1985) Improving reference performance: Results of a statewide study. Library Journal,110(18), 32-33.

  3. The Reference Interview – Common Assumptions • The user has stated their actual need • The user knows something about the library’s arrangement • The user understands what the librarian is saying • The user will always let the librarian know that he/she has understood the question • The user is interested in the librarian’s “professional competency” • The user will let the librarian know if he/she is unsatisfied with the information provided Hoskisson, T. (1997). Making the right assumptions: Know your user and improve the reference interview. The Reference Librarian, 59, 67-75.

  4. The Reference Interview - Attitudes & Characteristics • Disciplined and focused • A genuine desire to help • Sensitivity • Patient • Educated • Knowledge of sources

  5. The Reference Interview – Steps in the Interview • Greet the patron – “open face” trick, universal respectfulness • Make sure you understand the patron’s question / need • Active listening – restate the question • Question negotiation – use open-ended questions • Level of bibliographic instruction • Know when to say when • Always verify the answer • Invite the patron to return

  6. Problem PatronsWhen They’re Taking Up Too Much of Your Time • Other patrons are waiting • The prattling patron • The patron refuses to use the catalog • Sometimes the above are the result of the patron just wanting someone with whom to talk

  7. Problem PatronsUnrealistic Expectations • Unrealistic patron expectations • Yesterday’s “Price Is Right” • The perfect article • Unavailable statistics • Unlisted phone number • SS#’s and Google • Librarian as Private Investigator

  8. Problems LibrariansThe Four Don’ts • The Without-Speaking-She-Began-to-Type Maneuver (25% of the time) • Bypassing the Reference Interview – i.e., latching onto keywords (50% of the time) • Taking a System-Based Perspective – e.g., using library lingo (a lot!) • The Unmonitored Referral – i.e., no follow-up (33% of the time) Kluegel, K., & Ross, C.S. (2003). The reference interview: Connecting in person and cyberspace. Reference & User Services Quarterly,43(1), 37-43.

  9. Problem LibrariansNegative Closure • The unmonitored referral • Immediately referring patron elsewhere • “Have you looked in the catalog yet?” • Coerce patron into using less relevant information • Pushing the patron to accept defeat • Tone of voice signals R.I. is over • Claiming there is no information available • The disappearing librarian Kluegel, K., & Ross, C.S. (2003). The reference interview: Connecting in person and cyberspace. Reference & User Services Quarterly,43(1), 37-43.

More Related