Reference services Reference interview Reference queries

1. REFERENCE INTERVIEW

2. Reference Interview
 According to the ODLIS, reference interview is
“the interpersonal communication that occurs
between a reference librarian and a library
user to determine the person's specific
information need(s), which may turn out to be
different than the reference question as initially
posed.

3. Some Definitions of Reference
Interview
A “dialogue” or “conversation” where the reference librarian
takes responsibility for finding out the information need of
the patron.
A “partnership” where both the patron and reference librarian
are equals and have mutual goals to accomplish.
Any “interaction” between a patron looking for information
and a reference librarian offering to help find information.

4. Reference query
 a request from a library user for
assistance in locating specific information
or in using library resources in general,
made in person, by telephone, or
electronically.
 composed of what is given (the topic) and
what is asked/wanted (what about the
given?).

5. Four General Types of Reference
Queries (Katz)
1. DIRECTION – (or “general knowledge” or
directional queries). Queries pertaining to
locations.

6. 2. READY REFERENCE – straightforward
answer.
3. SPECIFIC-SEARCH – responses are in
the form of giving the user a document.
4. RESEARCH – queries coming from a
specialist seeking detailed information.
Four General Types of Reference
Queries (Katz)

7. Other Types of Reference
Queries
 READER EDUCATION/LIBRARY
INSTRUCTION - providing
directions/how-to.
 READER’S ADVISORY – queries
requesting for sources to fit
information needs or reading need.

8. RUSA Guidelines for Behavioral Performance
of Reference and Information Service
Providers/Professionals
 Visibility/Approachability
 Interest
 Listening/Inquiring
 Searching
 Follow-up

9. Visibility/Approachability
 Be approachable!
 Acknowledge every
patron
 Smile and make eye
contact
 Extend a greeting
 Be proactive in
offering assistance

10. Interest
 Focus complete attention on the library user
re-establish eye contact throughout the
interview.
 Use verbal and non-verbal cues to let the
library user know you are attentively listening
and engaging.
 Offer brief explanations of your search process
and include them in the search.

11. Listening/Inquiring
 Listen and rephrase
 Ask clarifying questions
 Ask open-ended questions
 Ask close-ended questions

12. Searching
 Explain the search strategy
 Get the library user started and check
back in on their process
 Help to narrow or broaden search terms
 Recognize when to refer them for help

13. Follow-up
 Ask the library user if their question has
been fully answered
 Encourage them to come back: “If you
don’t find what you’re looking for, come
back and we’ll try something else.”

14. Remember WORF
W= welcoming, open attitude and
body language
O= open ended questions first
R= restate and rephrase the question
F= follow-up to make sure the patron
has gotten what they need

16. Steps in Conducting a Reference
Interview (Cassell & Hiremath)
1. Establishing rapport with the user.
2. Negotiating the question
3. Developing a strategy for a successful search
and communicating it to the user.
4. Locating the information and evaluating it.
5. Ensuring the question is fully answered—the
follow-up.
6. Closing the interview.

17. Methods and Techniques in the
Reference Interview
OPENING THE
INTERVIEW
Approachability
Greeting
Show of interest
Body language

18. QUERY NEGOTIATION (Synonym
with question negotiation)
Open questions
Closed questions
Neutral questioning
Asking why
Encouragers to motivate the client to speak.
Language
Active listening
Methods and Techniques in the
Reference Interview

20. Search strategy
 A systematic plan for
conducting a search
 Broadly defined as a
conscious approach
to decision making to
solve a problem or
achieve an objective.

21. Search Strategy Approaches
Specific-to General
The searcher has a
known, relevant
item or topic and
wishes to find other
like it.
General-to-Specific
The searcher has a
broad concept and
would want to know
the covered topics
within the broad
concept.

22. Steps in Database Searching
(Cassell & Hiremath, 2011)
 Identifying the research topic. May be a list of
concepts or in one full sentence.
 Identifying the appropriate database.
 Becoming familiar with the search screen and
search functions.
 Using subject headings and/or refines
keywords.
 Evaluating the results.

23. Approaches in Answering Queries
By Subject
By Type
By Source
By Purpose
By Inquirer

24. Types of Answers (According to
the level of utility)
 Value-added answers
 Skilled answers
 Elementary answers

25. Length of Time Spent in a Query
 There is no definitive amount of time spent in a
query.
 Most ready-reference questions can be
answered in under five (5) minutes.
 Search and research questions may take from
a few minutes to hours, or even days.
 The library may provide policy on time limits
per reference question.

26. The Reference Interview in Other
Communication Channels
 Telephone Reference Interview
 Chat/Virtual Reference Interview

27. Negative Closure
 when a reference interview is ended
abruptly without a real examination of the
user’s question or an adequate attempt to
meet the user’s information need.

28. Causes of Negative Closure
 The librarian was unsuccessful in
answering the query or did not make a
referral;
 The interview did not go well for various
reasons;
 The interview closed for policy or
institutional factors (e.g. time schedule,
queue, operating costs).

29. Common Problems that Lead to
Failed Reference Transactions
 Failure to establish contact by using
appropriate attending skills.
 Bypassing the reference interview and
accepting the initial question at face value.
 An unmonitored referral, which occurs when
the staff member refers the user to a source,
either inside or outside the library, without
taking any steps to check if the user eventually
gets a helpful answer.

30.  Failure to pay attention to cues from the
user, leading to the transaction going off-
track.
 Lack of knowledge of appropriate sources.
Common Problems that Lead to
Failed Reference Transactions

31. Challenges in Handling
Reference Queries
1. Difficult People
2. Imposed Queries
3. Miscommunication
4. Multiple Users and Queuing