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Reference Interview

Reference Interview. Stages and Techniques. Caveats…. An interview is not always needed Confirmation is always needed Interviews can be non-linear Interviews can vary by channel (e.g., phone, email, chat) and by focus (e.g., research, instructional). 4 Overarching guidelines.

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Reference Interview

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  1. Reference Interview Stages and Techniques

  2. Caveats… • An interview is not always needed • Confirmation is always needed • Interviews can be non-linear • Interviews can vary by channel (e.g., phone, email, chat) and by focus (e.g., research, instructional)

  3. 4 Overarching guidelines • Quality: develop a shared understanding via scaffolding • Engagement: connect with the individual, not the question, via reflection on the interplay of the cognitive & affective • Comprehension: watch for signposts, don’t assume their use • Instruction: encourage self regulation through positive reinforcement

  4. 7 Interview stages • Opening • Establishing the information need and user’s affective state • Confirming and clarifying the question • Conducting the search • Answering the question • Making sense of the answer • Closing the interview

  5. 1: Opening • Affective momentum: 38% of computer use is frustrating • Mental model: expectations of the interaction rarely match exactly • Working memory: multi-tasking impairs and slows its use

  6. 2. Establishing need & user state • Balance affective state with setting realistic expectations: mutual trust and respect develop from “politeness” and formality indicators; goal is harmony, not an identical match • Recognize intuitive judgments: abductive reasoning often replaces deductive/inductive reasoning as people make rapid-fire decisions based on intuition; don’t force explanations too early

  7. 3. Confirm & clarify question • Re-stating question: classic technique well supported by question forms but needed particularly to denote respect and clarify relevance criteria • Monitor computer & info self-efficacy: initial reluctance to leave a comfort zone (e.g., Google) can relate to confidence levels

  8. 4. Conduct the search • Information overload: avoid the data-dump approach unless invited; be ready to edit, condense, or segment information • Instructional need: 5 stages of cognitive apprenticeship; modeling, approximating, scaffolding, fading, generalizing • Agency and self-efficacy: use small cues to engagement and self-confidence

  9. 5. Answer the question • Relevance criteria: visible and hidden found through reflective pauses; stopping rules • Cognitive dissonance: knowledge and belief structures tend to stabilize,

  10. 6. Make sense of the answer • Evaluative integration of new information: threats emerge as information is processed • Asynchronous mental model adjustment: revisiting the original question can trigger concerns; using chat/email to return later can help

  11. 7. Close the interview • Lack of closure: pro forma closures can destroy trust and interpersonal connection • Premature closure: ambiguous social norms and resenting time spent in processing options for using information

  12. Insights? • Examples of scaffolding? • Examples of segmenting instructional information? • Examples of closure techniques? • Tales to share?

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