The document outlines guidelines for reference interviews with patrons seeking information. It discusses 5 key areas for effective reference interviews: visibility and approachability to make patrons comfortable, showing interest in their informational needs, listening and inquiring to understand their needs, searching to find the desired information accurately, and following up to ensure patrons are satisfied and referred to other resources if needed. The goal is to have a conversational reference interview, not an interrogation, and apply these best practices to help patrons effectively.

1. Rapid-fire Review
of the
Reference Interview

2. Guidelines for Behavioral Performance of Reference and
Information Service Providers
http://www.ala.org/rusa/resources/guidelines/

3. Interview ≉ Interrogation

4. Interview ≈ Conversation

5. VISIBILITY & APPROACHABILITY
“...the librarian's first step in initiating the
reference transaction is to make the patron feel
comfortable in a situation that can be perceived
as intimidating, confusing, or overwhelming.”

6. VISIBILITY & APPROACHABILITY

7. VISIBILITY & APPROACHABILITY

8. INTEREST
“While not every query will be of interest to the
librarian, the librarian should embrace each
patron's informational need and should be
committed to providing the most effective
assistance.”

9. INTEREST
http://www.awm.gov.au/collection/053601/

10. LISTENING & INQUIRING
“The librarian should effectively identify the
patron's information needs in a manner that
puts the patron at ease. Effective listening and
questioning skills are necessary for a positive
interaction.”

11. LISTENING & INQUIRING

12. LISTENING & INQUIRING

13. SEARCHING
“The search process is the portion of the
transaction in which behavior and accuracy
intersect. Without an effective search, not only
is the desired information unlikely to be found,
but patrons may become discouraged as well.”

14. SEARCHING

15. FOLLOW-UP
“Supplying information is not the end of the
reference transaction. The librarian is
responsible for determining if the patron is
satisfied with the results of the search, and
referring the patron to other sources including
those not available through the local library.”

16. FOLLOW-UP

17. ● Visibility & Approachability
● Interest
● Listening & Inquiring
● Searching
● Follow-up

18. 1. I will make myself approachable.
2. I will show interest and be curious.
3. I will listen and ask questions.
4. I will conduct searches together with my
patrons.
5. I will follow-up and encourage patrons to
return.

19. 1. I will make myself approachable.
2. I will show interest and be curious.
3. I will listen and ask questions.
4. I will conduct searches together with my
patrons.
5. I will follow-up and encourage patrons to
return.
Good luck!