Conducting a Great Reference Interview

1. The Reference Interview:
Tips,Tricks & Best Practices in 2019
An ALA Publishing Webinar

2. Agenda
 Introductions
 Purpose of the reference interview
 Communication skills needed
 Demonstrable preparation
 Anatomy of the interview
 Practicing in everyday life
 Discussion, Q&A

3. Introductions
Francisca Goldsmith
Library Ronin
linkedin.com/in/fgoldsmith/

4. 
Purpose of the Reference Interview

5. The Reference
Interview’s Purpose
 Discovery and articulation of the
specific question a specific
reference client wants to resolve
 Exploration of client’s current
knowledge and skill set to allow
for appropriate scoping of
accessible response
 Identification of previous efforts
made to uncover needed
information
 Confirmation of details offered
by client in their presentation of
information need

6. Communication Skills
Needed for Effective
Reference Interviewing
 Capacity to listen closely
 Accurate assessments of body
language
 Ability to identify key phrases
and words in another’s
presentation of information
 Willingness to use alternative
methods of spoken interaction,
as needed
 Awareness of local tools
available to support
communication with community
members
 Sensitivity to needs for privacy

7.  Guide the interview rather than lead it
 Note details of speaker’s command of
language without assuming or judging
 Ask when you don’t understand
 Present a model of active engagement
that is calm and alert
Listening

8.  Present a model of active engagement
that is calm and alert
 Note facial expressions as closely as
tone of voice
 Know and make cognizant use of
cultural differences among body
language cues
Body Language

9.  Accept any self-identification client
offers as potentially instructive
 Note any technical terms used/misused
 Clarify details if identifications of
names/places/methods offered
 Avoid jargon and ask for clarification
when any is used by client
Catching Keys

10.  Take responsibility for clarity of
exchange
 Be prepared to turn for support of the
interview to
 Paper & pencil
 Keyboard
 TTY
 Alternative staff member
Note: Never use a child as a translator
Alternative
Methods

11.  Quiet space for sensitive interviews
 Appropriate place/furniture to bring
staff and every reference client into eye
contact during interview
 Directory or intranet of staff language
skills
 Subscription to Language Line
 ASL interpreter
 Community agency partner contact
information and hours of availability
LocalTools

12.  Match the place of the interview to the
client’s need for privacy
 Know and honor ethical principals that
apply to reference interviewing
 We provide the highest level of service to
all library users through…equitable
access; and accurate, unbiased, and
courteous responses to all requests
 We protect each library user's right to
privacy and confidentiality with respect
to information sought or received and
resources consulted…
 We …do not allow our personal beliefs to
interfere with …the provision of access to
their information resources
Professional
Ethics

13. Prepared to Interview?
 Collection awareness
 Shape, scope, size
 Online resources available
 Referral options
 Community awareness
 Language(s)
 Special populations
 Reference services
awareness

14. 
Anatomy of the Reference Interview

15. Reference Interview Skeleton
 Listen
 Ask open ended questions
 Clarify until agreement on question attained
 Verify with neutral questions
 Check back

16. Listen
No matter the communication channel, concentrate on listening first

17. Listening Includes
 Attention to tones and word
choices
 Noting body language*
 Judicious interruption for
clarification
 Noting key phrases and
words
 Learning details about
subject awareness and
comfort
*Face to face interviewing

18. 
Open Ended Questions
Save time, respect & prioritize the client

19.  The client is the expert in their
information need
 The interview is not a prix fixe menu
What are you hoping to find about___?
Where did you hear about___?
How have you tried to find that information
already?
When you say___ what does that mean in
this case?
Open Ended Questions

20. Every answer to an open ended question gives you
more information to reach the specific need.
Elicited
Details
Observations
New Detail
Needs
Identified
New & Better
Informed
Interview
Question
Presenting
Question

22. Moving the Interview Forward
 Clarify details
 Verify both the real question and any supporting
details such as why or when the question comes
now
 Use neutral questions to verify of your own
understanding or put the brakes on
misunderstanding

23. Neutral Questions
 Assess the current state of
the interview
 Help identify gaps in
understanding between
client and interviewer
 Elicit details embedded in
the purpose behind the
information need
 Would you tell me a bit
about what you’re working
on?
 It would help me to help you
if I understood more about
you need this by Tuesday/in
print sources only/…

24.  Be prepared to meet and greet
 Keep listening
 Keep observing
 Use your awareness of the library
 Use your awareness of the community
If nobody’s bleeding and everybody’s
breathing, there is no good reason to rush
the interview!
UseThose
Communication Skills!

25. Next Steps
 Provide appropriate
resources that respond to
the real and confirmed
question
 Show how to use the
resource most effectively
 Offer to continue working
with the client if this
response proves insufficient
Always check back to determine
how the encounter worked out
for the client

26. Everyday Practice
 Make conscious use of open ended questions in
casual conversations
 Encourage yourself to listen when another speaks
instead of thinking about what you will say
 Make regular tours of your resources as layout and
content can change
 Observe a colleague who seems to have great
interviewing skills

27. Discussion and Q & A