Reference Interview

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Presentation at the Vermont Library Conference.

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  • You may not always think of your library as part of the service industry, but we really are. Our service is information – books, magazines, database, internet.. If you walked into a restaurant and the waitress glared at you, ignored you or was rude – would you return? Or even stay to have a meal? Now think about your library. Is it welcoming? Is the staff friendly and helpful? Do you smile and great patrons when they come in? Are you approachable or do you just keep working on that report and ignore patrons that might want to ask about something, but are afraid to interrupt you.
  • Reference Interview

    1. 1. Reference Interview Presented by Anna Bolognani, M.Ed. Library Media Specialist Vermont Library Conference 2009
    2. 2. The reference interview ...finding out what they are really looking for. ...asking questions to clarify
    3. 4. Nonverbal
    4. 5. http://librarianavengers.org/worship-2/
    5. 6. <ul><li>Physical gestures </li></ul>
    6. 7. <ul><li>Posture </li></ul><ul><li>Facial expressions </li></ul><ul><li>Tone of voice </li></ul>
    7. 8. <ul><li>Eye contact </li></ul>
    8. 10. Verbal Skills
    9. 11. <ul><li>Postive, respectful responses </li></ul>
    10. 12. <ul><li>Ask open ended questions </li></ul>
    11. 13. <ul><li>Avoid premature answers </li></ul><ul><li>Restate </li></ul>
    12. 14. <ul><li>Positive reactions </li></ul>
    13. 15. <ul><li>Follow Up </li></ul>
    14. 18. Meg Does Reference http://www.youtube.com/watch?v=x1VdmgEppoY SL Reference Interview http://www.youtube.com Ask http://www.youtube.com

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