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Reference Interview 101<br />Kaukauna Public Library Staff Training Day<br />June 27, 2011<br />
What is a reference interview?<br />http://youtu.be/uw2nhQJNoZI<br />
Why do patrons ask “BAD” questions?<br />
RUSA guidelines for behavioral performance of reference and information service providers<br />http://www.ala.org/Template...
Who provides reference services?<br />“The term librarian in this document applies to all who provide reference and inform...
Approachability<br />“The librarian’s role in the communications process is to make the patrons feel comfortable in a situ...
Interest<br />“Librarians who demonstrate a high level of interest in the inquiries of their patrons will generate a highe...
Listening<br />“The reference interview is the heart of the reference transaction and is crucial to the success of the pro...
What went wrong?<br />http://youtu.be/Niac-sIGd8g<br />
Inquiring<br />Use open-ended questions to elicit more information.<br />Use clarifying questions to refine or narrow the ...
Open-ended questions<br />Please tell me more about your topic.<br />What additional information can you give me?<br />How...
Clarifying questions<br />What have you already found?<br />What types of information do you need (books, articles, etc.)?...
Searching<br />
Follow-up<br />“If you don’t find what you’re looking for, please come back and we’ll try something else.”<br />
Time to Practice!<br />
Can you help me?<br />
Does she mean…<br />whales?<br />or Wales?<br />
Where are your science books?<br />
What she really wanted…<br />Photo of a Nun’s orchid (Phaiustankervilliae)<br />
Do you have any books about Woodstock?<br />
Remember WORF<br />W = welcoming, open attitude & body language<br />O = open-ended questions<br />R = restating/rephrasin...
I will just remember that you helped!<br />
Resources<br />Ohio Reference Excellence on the Web, Module 2, Reference Interview http://www.olc.org/ore/2intro.htm<br />...
Image Credits<br />
This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License. <br />To view ...
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Reference Interview 101

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Presented at Kaukauna Public Library staff training day on June 27, 2011

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Reference Interview 101

  1. 1. Reference Interview 101<br />Kaukauna Public Library Staff Training Day<br />June 27, 2011<br />
  2. 2. What is a reference interview?<br />http://youtu.be/uw2nhQJNoZI<br />
  3. 3. Why do patrons ask “BAD” questions?<br />
  4. 4. RUSA guidelines for behavioral performance of reference and information service providers<br />http://www.ala.org/Template.cfm?Section=Home&template=/ContentManagement/ContentDisplay.cfm&ContentID=26937<br />
  5. 5. Who provides reference services?<br />“The term librarian in this document applies to all who provide reference and informational services directly to any library users.”<br />THAT MEANS YOU!<br />
  6. 6. Approachability<br />“The librarian’s role in the communications process is to make the patrons feel comfortable in a situation that may be perceived as intimidating, risky, confusing, and overwhelming.”<br />
  7. 7. Interest<br />“Librarians who demonstrate a high level of interest in the inquiries of their patrons will generate a higher level of satisfaction among users.”<br />
  8. 8. Listening<br />“The reference interview is the heart of the reference transaction and is crucial to the success of the process.”<br />
  9. 9. What went wrong?<br />http://youtu.be/Niac-sIGd8g<br />
  10. 10. Inquiring<br />Use open-ended questions to elicit more information.<br />Use clarifying questions to refine or narrow the question.<br />
  11. 11. Open-ended questions<br />Please tell me more about your topic.<br />What additional information can you give me?<br />How much information do you need?<br />We have a lot of books and other information on X. What kind of information are you looking for?<br />Please explain that in more detail. Please be more specific.<br />Please tell me more about the sources that you may use for your assignment.<br />How did this question arise?<br />
  12. 12. Clarifying questions<br />What have you already found?<br />What types of information do you need (books, articles, etc.)?<br />Do you need current or historical information?<br />What do you mean by X?<br />Please give me an example.<br />I don’t know much about X. Can you help me understand?<br />
  13. 13. Searching<br />
  14. 14. Follow-up<br />“If you don’t find what you’re looking for, please come back and we’ll try something else.”<br />
  15. 15. Time to Practice!<br />
  16. 16. Can you help me?<br />
  17. 17. Does she mean…<br />whales?<br />or Wales?<br />
  18. 18. Where are your science books?<br />
  19. 19. What she really wanted…<br />Photo of a Nun’s orchid (Phaiustankervilliae)<br />
  20. 20. Do you have any books about Woodstock?<br />
  21. 21. Remember WORF<br />W = welcoming, open attitude & body language<br />O = open-ended questions<br />R = restating/rephrasing the question<br />F = ask follow-up questions<br />
  22. 22. I will just remember that you helped!<br />
  23. 23. Resources<br />Ohio Reference Excellence on the Web, Module 2, Reference Interview http://www.olc.org/ore/2intro.htm<br />Ohio Reference Excellence on the Web, Module 2, Readers’ Advisory Interview http://www.olc.org/ore/2readers.htm<br />The Reference Interview: A Common-Sense Reviewhttp://infopeople.org/sites/all/files/past/2004/reference/ASCLAALAref_interview.pdf<br />InfoPeople Webinar – The Reference Interview: Time for a Tune-up http://infopeople.org/training/reference-interview-time-tune<br />Internet Public Library, Frequently Asked Reference Questions http://www.ipl.org/div/farq/<br />
  24. 24. Image Credits<br />
  25. 25. This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License. <br />To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/3.0/<br />or send a letter to Creative Commons, <br />171 Second Street, Suite 300, San Francisco, California, 94105, USA.<br />

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