reference interview
DESCRIPTION
How to....TRANSCRIPT
Reference Interview Skills for Academic Libraries
Instructor:
Dave [email protected]
An Infopeople WorkshopWinter 2007/2008
Workshop Overview
• Why reference interview?
– behavioral guidelines
• Approachability• Communication issues
– verbal – nonverbal
• Tips and techniques for success
Reference Interview Skills for Academic Library Staff
Academic Community• Students
– undergraduate– graduate
• Faculty• Staff/Administration
• Alumni• Unaffiliated users
Reference Interview Skills for Academic Library Staff
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/
Reference Interview Skills for Academic Library Staff
ALA/RUSA Behavioral Guidelines
www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.cfm
Reference Interview Skills for Academic Library Staff
Behavioral Guidelines
• Approachability• Interest• Listening/Inquiring• Searching• Follow-up
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%
Reference Interview Skills for Academic Library Staff
Remote Approachability
Is your phone tree easily navigable?
Can your users find your service?
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
Reference Interview Skills for Academic Library Staff
Online Approachability
Verbal Communication
• Words• Tone• Listening and questioning skills
Reference Interview Skills for Academic Library Staff
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.
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?
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?
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?
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?
Reference Interview Skills for Academic Library Staff
Nonverbal Communication
• Facial expressions• Gestures • Posture• Confidence/hesitancy• Accompanying materials• Belonging to the community
Follow-up
• Go back to your users• Acknowledge the users• Ask if they are satisfied
Reference Interview Skills for Academic Library Staff
Roving Reference
• Go where the users are• Walk around• Reach out electronically
Reference Interview Skills for Academic Library Staff
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
Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Involve the user– Engage the user– Reference is a dialog– Discussion, not interrogation
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
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
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