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 Presented by Anna Bolognani, M.Ed. Library Media Specialist Vermont Library Conference 2009
The reference interview ...finding out what they are really looking for. ...asking questions to clarify