The reference interview is key to determining a patron's real information need. Effective techniques for the reference interview include paraphrasing, asking open-ended questions, clarifying details, and verifying the understood question before beginning a search. The goal is to discover the patron's purpose, deadline, information type and amount, topic, and basic question to fully understand what they really want to know.

2.  The key to the reference process.
Reference service is a way for libraries to
meet the needs of the communities they
serve. Filling information needs requires
discovering the real need behind a patron's
first question. Patrons may not clearly
express real information needs or may be
limited by misconceptions about libraries.
The reference interview is a means of
determining real information needs.

3.  Paraphrasing
Asking open questions
Clarifying
Verifying
Getting all the needed information (the
6 pieces of evidence)
Following up
Ending the interview

4.  Listening - the Most Important Part of the
Reference Interview
 Listening to a patron without
interrupting (a skill that is particularly
difficult for some of us) and asking the
right questions are necessary skills for
successful reference service. You won't
find the right answer if you don't know
the right question.

5.  Many reference interviewing skills are the
same for remote reference:
 Standard reference service behaviors such as
reference interviewing should prevail.
 Use effective interpersonal communication
and recommended model behaviors.
 Be skilled in online communication, and be
aware of the possible problem areas resulting
from conducting reference interviews online
rather than face-to-face.
 Treat online communication, including stored
transcripts or records, as private and
confidential.

6.  Major Point: The reference interview
answers the basic question: what does
the patron really want to know?

7.  Getting from the opening question
to the real need.
 Paraphrasing is a useful technique that
will help you discover a patron's real
information need. You repeat back what
the patron said in their words without
adding any thoughts or questions of your
own. You mirror the patron's thoughts,
showing the patron what the question
"looks like" to you.

8. Paraphrasing has three outcomes.
 It reassures the patron that you are listening to them.
 It reassures you that you have heard correctly.
 The patron may clarify or amplify their original request
with more information.
Paraphrasing is also useful when you have a very
talkative patron. Sometimes people will tell you their
story, then tell you again, then again. They might want
to be sure you heard them. If you paraphrase after the
first telling, they will know you understand and will
continue with the rest of their story.

9.  What is virtual reference? IFLA defines
virtual reference, digital reference, e-
reference, Internet information services,
live reference and real-time reference as
terms sometimes used interchangeably
to describe reference services that utilize
computer technology in some way.
Major Point: Paraphrasing is a useful
technique to discover more information.

10.  Don't guess, let the patron tell you!
Open questions are an effective way to
give your patrons the freedom to express
information needs in their own words, while
at the same time guiding them in the
direction that will best help you find the
material that will fill their information need.
Always give your patrons a chance to tell
you what their questions are, rather than
telling your patrons what you think they
ought to be.

11.  An open (or neutral) question is one that
can't be answered by "yes" or "no." These
are sometimes called probes. You have
probably had experiences like the
following, which are a common result of
asking closed questions:
"Do you need this for a school report?"
"No.“
"Do you need this for a trip you are going
to take?"
"No."

12.  Closed questions often don't get you much closer
to the patron's real need. You feel as if you have to
keep guessing what the patron is doing. It's much
more efficient to simply ask, "What kind of information
on ______________ are you looking for?" You compel
the patron to talk to you about their information
need rather than just saying yes or no.
 If you offer choices, the patron may choose one of
them, even if that choice isn't what's needed. They
may be trying to be agreeable or may think the
choices represent all that's available. When you offer
leading questions, you are putting words in your
patron's mouth and asking your patron to pick one of
your choices. If you have not guessed right, you may
never find out the real question.

13.  Using open questions also saves you from
having to know about the topic. You have
to know something about a subject to
begin with to ask a leading question. With
open questions, you don't have to know
anything about the subject. You just need
to ask an open question like, "Can you tell
me more about that?"
Major Point: Open questions are more efficient
than closed questions for discovering a
patron's information need.

14.  Moving the interview along after the
opening questions
Clarifying is a technique you can use
when you are further along in the
reference interview. Remember, you
begin the interview with paraphrasing
and open questions. But you may need
to clarify a point by asking for a
particular bit of information.

15.  For example, you may have discovered
that the patron wants pictures of
Nevada for a presentation. Before you
proceed, you need to find out whether
they need color or black and white and
whether the patron needs slides, video,
or print pictures. You can get to that
information most effectively by using a
clarifying question specifically asking for
a particular bit of information.

16.  Clarifying questions is part of the
reference interview during remote
reference sessions. Suggested examples for
virtual interview questioning in chat sessions:
 Clarify the information need. Allow the
patron to fully explain his/her information
need before responding.
 Use open-ended questioning techniques to
encourage the patron to expand on the
request, e.g. "Please tell me more about
your topic." or "What additional information
can you give me?" or "How much
information do you need?"

17.  Major Point: Clarifying may be necessary
at some point in the reference interview
to clear up specific aspects of a patron's
request.

18.  Be sure you have it right before starting a
search.
You can verify by restating the question
and asking if you have the request
correct. Try not to jump to conclusions.
Listen to the patron all the way through
before deciding what the question is
and how you plan to answer it. This
important step can save you time

19.  When you think you have the question
clearly in mind and are ready to search
for the answer, check one last time
before searching to verify you have the
patron's real question.
Major Point: Verify the specific question
with the patron before beginning the
search.

20.  The goal of the reference interview
questions is to discover Purpose,
Deadline, Type and Amount, Who,
Where, and The Basic Question.
Major Point: What does the patron really
want to know? If you don't understand,
ask! Use your reference interviewing skills
to get to the basic question.

21.  At the end of the reference interview
don't assume you've answered the
question, always ask a follow-up
question such as "Does this completely
answer your question?" If you can't
immediately find information for the
patron, refer them or let them know you
will continue working and when you will
get back to them.