This document discusses reference interviews and strategies for conducting successful virtual reference interviews. It begins by defining a reference interview as a type of interview used to gather information to understand a patron's information need, not just to answer questions. It encourages thinking of the interview model used in medical contexts, where doctors ask follow up questions to better understand a patient's issue. The document outlines information that should be gathered in a reference interview, like context, purpose, expectations. It also discusses barriers reference librarians may face, like patrons not clearly expressing their need or using unfamiliar terms. Finally, it provides strategies for successful virtual reference interviews, like using various communication methods, preparing resources beforehand, and following up with patrons.

1. Reference Interviews: You don’t
have to learn it (all) again
Yongtao Lin, MLIS
yolin@ucalgary.ca
Phone: 403-521-3285
Librarian, Tom Baker Cancer Centre

2. In Scope & Out of Scope
• What is a reference
interview (RI)
• When is a RI necessary
• Why is a RI important
• Strategies for successful
RI
• RI in virtual
environments
• How to create an
inviting environment
(attitudes,
approachability and
interest)
• Reference Service
Policies and Procedures
• Technology to facilitate
and enhance RI

3. What is a Reference Interview (RI)?
• RI is a type of interviews
• RI is not about “answering questions”
• RI is query negotiation, giving and receiving
information, advice, instruction, or getting
feedback, or following up
Source: Ross, C.S., Nilsen, K., & Radford, M. (2009). Conducting the reference
interview. 2 ed. New York: Neal-Schuman Publishers, Inc.

4. Think of the physician-patient model
“My foot
hurts..”
“What part of
your foot?”

5. Think of the physician-patient model
“My sole, very
painful…”
“Does it hurt when
you're sitting,
standing, walking?”

6. Think of the physician-patient model
“It hurts when I get
up in the morning,
but goes away as I
walk.”
“All the time or just
sometimes? Worse
at some point?”

7. Think of the physician-patient model
“…? What’s that?”
“You have plantar
fasciitis.”

8. Information needed
• Question, problem (“You said you want information about
Preadmission clinic practice?”)
• Past experience (“Have you done the search yourself?”)
• Context (“Can you tell me more about the topic?”)
• Purpose (“What will you use information for?”)
• Scope (“How much detail do you need?”)
• Currency (“How recent does the information need to be?”)
• Preference (“What format would you like the information
in?”)
• Expectations (“When do you need the information by?”)

9. Do our patrons know what they want?
Please respond to the poll:
How often do you see/hear when they request
articles, they actually need a literature search?
- Never
- Sometimes
- Always

10. Do our patrons express their information needs
clearly and completely in their initial question?
Please respond to the poll:
How often do you see/hear the terms of “best
practices” or “best evidence” from our patrons?
- Never
- Sometimes
- Always

11. Do we make ourselves understood?
Please type in the chat box:
Think of a library term that is commonly used by
you but doesn’t make any sense to the patron?
Source: Hutcherson, N. (2004). Library jargon: Student recognition of terms
and concepts commonly used by librarians in the classroom. College and
Research Libraries, 65 (4):349-354.

12. Reference Interviews in Virtual
Environments
• [Patron]: Good morning.
• [Library Staff]: Hello!
• [Library Staff]: How can I help you?
• [Patron]: the annals of pharmacotherapy, pharmacotherapy, u.s.
Pharmacist.
• [Patron]: did you get my request?
• [Library Staff]: All I have at this end is: the annals of
pharmacotherapy, pharmacotherapy, u.s. Pharmacist.
• [Library Staff]: If you have a citation for a specific article, please let
me know.
• [Patron]: i do not have a specific citation. i am looking at journals
we used to receive and if they are available on line we will not order
them.
• [Library Staff]: I can certainly check to see what's available.

13. Barriers and Strategies
Please type in the whiteboard:
Barriers Strategies

14. Some of the strategies you may have
said…
• The First Thirty Seconds
• Proactive, long term relationship building
• Asking specific questions related to the topic
(age, sex, intervention, outcomes…)
• Listening, paraphrasing, asking open ended
questions
• Following up
Source: Knoer, S. (2011). Reference interview today (E-book). Libraries
Unlimited.

15. Text-based Strategies
• Use your in-person reference experience as a
compass
• Short sentences or with only a few words at a time
• Become familiar with common abbreviation
• Can add personal touch
• Consider using more than text to communicate
• Learn available resource options beforehand
• Hurry (just kidding)
• Relax (yes, really) 

16. On the phone…
• Switch to phone from chat or email
• An email to follow up after chat or telephone
• Comfortable making referrals to other formats
• Ask clarifying questions
• Explain what you are doing (check online…)
• Write it down
• Indicate the source of the answer
• Follow up – “Did this completely answer your
question?”

17. Email continues to be popular
• Find out what real question is before trying to
answering it
• Always include a follow-up question
• Pick up a phone to clarify

18. Role Playing - Patron and library staff
• Patron: Need 3
volunteers!!
• Library staff: Be your
best!
1. I’d like to do some lit
searching on Multiple
Sclerosis (MS).
2. How do I narrow
down my search – I
had 1,400 results?
3. How do I keep up with
the literature?

19. Transferrable Skills
• Set the stage
• Ask, clarify, explain and follow up
• Make referrals

20. Thank you
• Questions?
• Please consider posting in Discussion Boards!
• Please pick up a search from the queue today
and negotiate a timeline!