LIS 601  The Reference InterviewReference Observation Project            Spring 2013           Dr. Diane Nahl  LIS Program...
Reference Service HistoryGreen, Samuel Swet. Personal RelationsBetween Librarians and Readers. LibraryJournal 1 (October 1...
Reference Interview   Communication tool   Information problem solving   Critical thinking about information       Que...
Reference Interview Formats   Synchronous Modes       Face-to-face (FTF)       Phone (Land Line or Mobile)       Web (...
Reference Interview EssentialsIn order to find the best source of theinformation needed:   Find out specifically what the...
Taylor’s      Levels of Information Need1.   Visceral need2.   Conscious need3.   Formalized need4.   Compromised need5.  ...
Non-verbal Communication TechniquesApproachability                Accuracy Smiling Eye contact Appearing ready to interact...
Verbal Communication TechniquesAcknowledging statementsOpen questions*Closed questionsParaphrasing/restatingEncouragersFol...
Reference Negotiation Process           Nahl LIS 601 2013    9
The WORF Reference TechniqueW = Welcoming, open attitude & body     languageO = ask Open-ended questionsR = Rephrasing or ...
Philosophical DifferencesConcerning the Reference Interview   Face-Value Rule (T.D. Wilson)        Library users are res...
What question would you ask the personafter asking you, the reference librarian?   Do you have any books on writing?     ...
How We Used to Talk to UsersL: Good morning. Can I help you?P: Hi, do you have any books on   impressionist painters?L: Ye...
How We Used to Talk to UsersP: His paintings.L: Do you have a particular painting you   want to see or examples of his wor...
How We Talk to Users NowL: Good morning. Can I help you?P: Hi, do you have any books on   impressionist painters?L: Yes, w...
How We Talk to Users NowL: We have a number of books with copies   of that picture in them. Is there something   particula...
How We Talk to Users NowP: Oh, I’d like the scale because I have   some other paintings in my books at   home that I am cu...
What question would you ask the personafter asking you, the reference librarian?   Can broken plates be repaired?        ...
What question would you ask the personafter asking you, the reference librarian?   Do you have any books on eating?      ...
Student Interview Formula1.   Are you writing a report [paper]?2.   What is your topic?3.   What aspect of the topic do yo...
Student Interview Formula7.    When is it due?8.    Do you have a copy of your assignment?9.    Do you have your notes abo...
Best Practices in           Reference Observations   Why do people ask ambiguously or    provide incomplete information a...
Reference Observation Project   Option 1: View and review 6 videos and apply the ALA    RUSA Behavioral Standards for Ref...
Reference Observation Project   Option 2: View and review 3 videos and visit the CVL    Reference Desk in Second Life to ...
Reference Observation Project   Option 2: Community Virtual Library in SL Mission: To    provide resources and services t...
Reference Observation Project   Imagination Island CVL Reference Desk SLURL (to    Teleport, click or paste into browser ...
Reference Interview AnalysisSample annotated transcript:P: I have to find out about Julian of Norwich and I don’t     know...
Due Next Week   SW 2 Encyclopedia searches   TEXT CHAPTER 4   Assignments pp. 11-18 Bibliography Plan                  ...
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601 l6-interview-s13

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LIS 601 Reference and Information Services
Spring 2013
Dr. Diane Nahl
LIS Program
University of Hawaii

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601 l6-interview-s13

  1. 1. LIS 601 The Reference InterviewReference Observation Project Spring 2013 Dr. Diane Nahl LIS Program, University of Hawaii
  2. 2. Reference Service HistoryGreen, Samuel Swet. Personal RelationsBetween Librarians and Readers. LibraryJournal 1 (October 1876): 74-81. First mention of reference-like services.Child, William B. Reference Work at theColumbia College Library. Library Journal 16(1891): 298. First mention of the term “reference” inconnection with service. Nahl LIS 601 2013 2
  3. 3. Reference Interview Communication tool Information problem solving Critical thinking about information  Questioning techniques  Listening techniques Disciplined and systematic thinking through information structure Nahl LIS 601 2013 3
  4. 4. Reference Interview Formats Synchronous Modes  Face-to-face (FTF)  Phone (Land Line or Mobile)  Web (IM, chat, video conference, SMS texting)  Virtual World (IM, chat, voice chat with avatars) Asynchronous Modes  FAX  Email and Web Form  Voicemail  SMS texting Nahl LIS 601 2013 4
  5. 5. Reference Interview EssentialsIn order to find the best source of theinformation needed: Find out specifically what theperson wants and the purpose oruse for that information Nahl LIS 601 2013 5
  6. 6. Taylor’s Levels of Information Need1. Visceral need2. Conscious need3. Formalized need4. Compromised need5. Acceptance Nahl LIS 601 2013 6
  7. 7. Non-verbal Communication TechniquesApproachability Accuracy Smiling Eye contact Appearing ready to interact Encouragers Non-authoritarian posture Appear interested Nahl LIS 601 2013 7
  8. 8. Verbal Communication TechniquesAcknowledging statementsOpen questions*Closed questionsParaphrasing/restatingEncouragersFollow-up questions* Nahl LIS 601 2013 8
  9. 9. Reference Negotiation Process Nahl LIS 601 2013 9
  10. 10. The WORF Reference TechniqueW = Welcoming, open attitude & body languageO = ask Open-ended questionsR = Rephrasing or Restating (not repeating) the questionF = ask Follow-up questions Nahl LIS 601 2013 10
  11. 11. Philosophical DifferencesConcerning the Reference Interview Face-Value Rule (T.D. Wilson)  Library users are responsible for asking good questions Relational Rule (M. Radford)  Library users attribute their success to helpful librarians  Library users are customers who need to be satisfied with reference service Interview Rule (C. Ross)  Save the time ofNahl LIS 601 2013 (Ranganathan) the user 11
  12. 12. What question would you ask the personafter asking you, the reference librarian? Do you have any books on writing? Nahl LIS 601 2013 12
  13. 13. How We Used to Talk to UsersL: Good morning. Can I help you?P: Hi, do you have any books on impressionist painters?L: Yes, we do. Are you interested in a particular painter or a group of impressionist painters?P: Oh, a particular one. Renoir.L: Are you interested in biographies about him or in his paintings? Nahl LIS 601 2013 13
  14. 14. How We Used to Talk to UsersP: His paintings.L: Do you have a particular painting you want to see or examples of his work?P: No, a particular painting…I think it’s called The Boating Party.L: Yes, we have books that contain that painting. Here they are. Nahl LIS 601 2013 14
  15. 15. How We Talk to Users NowL: Good morning. Can I help you?P: Hi, do you have any books on impressionist painters?L: Yes, we have quite a few. It will help me in suggesting books to you if I know a little more about what you are doing. Is there something specific about impressionist painters that you are looking for?P: Yes, I want to see a copy of Renoir’s picture, The Boating Party. Nahl LIS 601 2013 15
  16. 16. How We Talk to Users NowL: We have a number of books with copies of that picture in them. Is there something particular about that painting that you want to find out?P: Yes, I want to find out the size of that painting in inches. The book I have at home has centimeters.L: We have several books with copies of that painting that give the size in inches. Would you like to see one? Or, I could find a scale that allows you to convert from centimeters to inches. Nahl LIS 601 2013 16
  17. 17. How We Talk to Users NowP: Oh, I’d like the scale because I have some other paintings in my books at home that I am curious about as well.L: When I give you the scale to convert from centimeters to inches will that be all you need today…or is there another way I can help you?P: No, the scale is what I need. Thank you. Nahl LIS 601 2013 17
  18. 18. What question would you ask the personafter asking you, the reference librarian? Can broken plates be repaired? Nahl LIS 601 2013 18
  19. 19. What question would you ask the personafter asking you, the reference librarian? Do you have any books on eating? Nahl LIS 601 2013 19
  20. 20. Student Interview Formula1. Are you writing a report [paper]?2. What is your topic?3. What aspect of the topic do you want to write about?4. What time period do you want to cover?5. What formats of material can you use?6. How long does it have to be? Nahl LIS 601 2013 20
  21. 21. Student Interview Formula7. When is it due?8. Do you have a copy of your assignment?9. Do you have your notes about the assignment?10. Are pictures or illustrations required?11. Is the whole class working on this topic?12. What have you done so far? Nahl LIS 601 2013 21
  22. 22. Best Practices in Reference Observations Why do people ask ambiguously or provide incomplete information at first?  How does approachability help?  How do open questions help?  How does restating or paraphrasing help?  How do follow-up questions help?  How do closed questions help?  How does instruction help? Nahl LIS 601 2013 22
  23. 23. Reference Observation Project Option 1: View and review 6 videos and apply the ALA RUSA Behavioral Standards for Reference and Information Service criteria to selected interviews. Reference Interviewing You Tube Channel http://www.youtube.com/user/DNahlRef Nahl LIS 601 2013 23
  24. 24. Reference Observation Project Option 2: View and review 3 videos and visit the CVL Reference Desk in Second Life to observe live reference interviewing in a virtual world (6 hours). Save chat logs and apply RUSA criteria to selected interviews. Anonymize chat logs and do not use real or SL names Rolig Loon, CVL Reference Coordinator, Info Island  IM her any time with questions  Consult the CVL Reference Google Calendar for shift librarians Nahl LIS 601 2013 24
  25. 25. Reference Observation Project Option 2: Community Virtual Library in SL Mission: To provide resources and services to the residents of Second Life and to support educators and students in Second Life. Reference Desk Schedule in Second Life: Reference Desk Google Calendar: http://bit.ly/aUQZOJ Bookmark this link to have the Ref calendar available Times are Pacific Standard Time (SLT=PST), +2 hours later than Hawaii time (HST) March 10 daylight savings changes to +3 hours later Nahl LIS 601 2013 25
  26. 26. Reference Observation Project Imagination Island CVL Reference Desk SLURL (to Teleport, click or paste into browser window, then click Visit this Location): http://maps.secondlife.com/secondlife/Imagination %20Island/154/214/29 If you want to start earlier go to the location above and click the Self Guided Tour box in the middle of the room. SL Reference Video: http://blip.tv/file/1005786 SL LibGuide: http://chaminade.libguides.com/secondlife Nahl LIS 601 2013 26
  27. 27. Reference Interview AnalysisSample annotated transcript:P: I have to find out about Julian of Norwich and I don’t know how to look for that.L: Do you have to write a report? [closed question; interest]P: Yes, I had to choose an author.L: I majored in English (with a smile). Do you need a variety of sources? [closed question; interest]P: YesL: Since you want anything about or by her you can search by Author or Keyword. (A list of results is returned.) [instructing, searching] Nahl LIS 601 2013 27
  28. 28. Due Next Week SW 2 Encyclopedia searches TEXT CHAPTER 4 Assignments pp. 11-18 Bibliography Plan Nahl LIS 601 2013 28
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