reference interview
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Reference Interview Skills for Academic Libraries
Instructor:
Dave [email protected]
An Infopeople WorkshopWinter 2007/2008
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Workshop Overview
• Why reference interview?
– behavioral guidelines
• Approachability• Communication issues
– verbal – nonverbal
• Tips and techniques for success
Reference Interview Skills for Academic Library Staff
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Academic Community• Students
– undergraduate– graduate
• Faculty• Staff/Administration
• Alumni• Unaffiliated users
Reference Interview Skills for Academic Library Staff
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Reference Interview Skills for Academic Library Staff
Evaluation Methods• Unobtrusive
– 55% rule• Obtrusive• Willingness to Return• Wisconsin-Ohio Reference Evaluation
Program (WOREP)– worep.library.kent.edu/
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Reference Interview Skills for Academic Library Staff
ALA/RUSA Behavioral Guidelines
www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.cfm
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Reference Interview Skills for Academic Library Staff
Behavioral Guidelines
• Approachability• Interest• Listening/Inquiring• Searching• Follow-up
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Reference Interview Skills for Academic Library Staff
Approachability Hierarchy• Approachable Behaviors (% Selected) • Standing and Eye Contact 90%• Helping Another Patron 12%• Standing and Writing 11%• Sitting and Eye Contact 10%• Using the Computer 10%• Reading 5%• Talking on the Phone 1%
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Reference Interview Skills for Academic Library Staff
Remote Approachability
Is your phone tree easily navigable?
Can your users find your service?
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Telephone Reference• Serving remote users since the 1920s• More limited application than in-person
reference• Barriers
– Telephone trees– Voice mail
• Answer the damn phone!
Reference Interview Skills for Academic Library Staff
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Reference Interview Skills for Academic Library Staff
Online Approachability
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Verbal Communication
• Words• Tone• Listening and questioning skills
Reference Interview Skills for Academic Library Staff
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Reference Interview Skills for Academic Library Staff
Reassuring Statements
• Reassuring statements– Let the patron know that they have come to
the right place
• Yes, we have that kind of information.• Sure, we have academic journals.
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Reference Interview Skills for Academic Library Staff
Open-ended Questions
• Open-ended questions– Broaden the search– Gather more information
• Can you tell me more about your topic?• What about [insert subject here] would
you like to find?
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Reference Interview Skills for Academic Library Staff
Closed-ended Questions
• Closed-ended questions– Narrow the search– Specify limits to the search
• Do you want books or journals?• Is this for an assignment?• Do you want current or historical data?
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Reference Interview Skills for Academic Library Staff
Neutral Questions
• Neutral questioning– Avoid judgmental statements
• What do you want that for?• Have you looked in the catalog?• Why do you want that information?
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Reference Interview Skills for Academic Library Staff
Restating the Question
• Restatement of the search query– Reflect back to the patron– Ensures good communication
• So you are looking for the effect of abc on xyz during the twentieth century. Is that correct?
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Reference Interview Skills for Academic Library Staff
Nonverbal Communication
• Facial expressions• Gestures • Posture• Confidence/hesitancy• Accompanying materials• Belonging to the community
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Follow-up
• Go back to your users• Acknowledge the users• Ask if they are satisfied
Reference Interview Skills for Academic Library Staff
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Roving Reference
• Go where the users are• Walk around• Reach out electronically
Reference Interview Skills for Academic Library Staff
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Chat/Instant Messenger
• Use frequent short communication• Be aware of computer problems• “Push” as little as possible• Pick up the phone when necessary
Reference Interview Skills for Academic Library Staff
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Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Involve the user– Engage the user– Reference is a dialog– Discussion, not interrogation
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Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Get off your butt(or out of the chat box)
• Take the user to the source• Roving reference• Provide the service where the users are
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Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Instruct and assist– Be part of the learning process– Show the user how to search– Explain the tools that you use
• Don’t feed the user a fish, but teach the user to fish
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Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Follow up whenever possible– Ask if they have found what they wanted– Suggest additional sources/search terms– Acknowledge that you helped them
• Follow-up has the highest correlation to positive patron satisfaction