artifact 2: the reference interview
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TRANSCRIPT
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Why conduct a reference interview?
• Even when a patron has a seemingly simple question, it is often necessary for the librarian to conduct a reference interview.
• Many times it is necessary for the librarian to clarify the patron’s information request.
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Step One: Establish Rapport with the User
• Appear welcoming and friendly.• Make eye contact and approach the patron.• Make every effort to sound happy and
helpful.
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Step Two: Ascertain the Question
• Why is the patron asking the question?
• What do they already know?• How much information is
needed?• Rephrase the question to be
sure that you understand the information request.
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Step Three: Develop a Strategy to Find Information
• What are the best search terms and sources for the user to find information?
• Does the user want very specific information or would general information, like that from an encyclopedia, answer the question?
• Does the user prefer print or electronic resources?
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Step Four: Find and Evaluate Information
• Regularly visit with the patron to see that the information is meeting their needs.
• Make sure the patron is using high-quality resources.
• The patron may need additional instruction in how to use a resource.
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Step Five: Make Sure the Question is Answered Satisfactorily
• Check with the user to see if their question has been answered.
• Roving through the library or asking the patron directly are good ways to initiate this contact.
• Even if the patron is satisfied, the librarian should encourage them to come back again if they have any additional questions.
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Step Six: Close the Interview• End the interview. – Do not make it seem as though you are anxious to
be rid of the patron.
• End with an invitation to return and receive further help.
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What NOT to do in a Reference Interview
• Do not do the research for the patron.
• Do not ignore the patron after directing them to a resource.
• Do not neglect to explain the research process to the patron.
• Do not dismiss the patron at the end of the interview.
• Do not intimidate the patron with unfamiliar jargon.
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Resources
Cassell, K.A., & Hiremath, Uma. (2009). Reference and information services in the 21st century. New York: Neal-Schuman Publishers.