In the previous unit, we examined some reference interviews in the context of learning about approachability and customer service. In this unit, we will look more carefully at strategies used in the reference interview to get to the heart of the patron's information need. This unit discusses:
Ohio Library Council Modules (Note: This is most of the Unit 2 sequence, so you may just wish to complete the entire module)
Keys to the Reference Process
Paraphrase the Question
Open-Ended Questions
Clarifying Questions (Getting details)
Verifying Questions
Five Pieces of Evidence
Follow-up Questions
Reference Interview Recap
The video below models a reference interview. While the setting in the video is a public library, the strategies are the same for academic libraries.
Notice the steps of the interview process and how the librarian uses paraphrasing and open- and closed questioning techniques.
Sometimes patrons are asking for information they personally want to know. For example, they may want to know how to make or repair something, or want information about a personal health condition. These are self-directed information needs. The patron will determine the format, amount and other details of the information need.
In academic libraries, many patrons' information needs are driven by an assignment given to them for a class or other requirement. In the case of these imposed information needs, many of the requirements, such as the number and type of sources, the due date, etc. Sometimes patrons (especially freshmen) will need prompting to look at the assignment or syllabus to determine this information. They may need to go back to their instructor for clarification.
It is important to verify with the patron if they feel they have enough information. However, be cautious about patrons who want you to do all of their research for them. As part of our mission is teaching, we want the students to learn to do research on their own. Sometimes you will need to set a limit and ask them to go try it on their own and come back if they are struggling.
Much of what we deal with in this unit has to do with patrons looking for information on a subject, but occasionally you will get someone asking for something specific. They have a specific book they want to read or an article they're trying to find, for example.
The obvious thing to do is look (or show them how to look) for the specific thing they have asked for and often, this is the correct method to filling their information need.
However, many times patrons ask for a specific thing when actually, something else on that topic will suffice and might even be better. So it is a good idea to ask if they need more information on the topic in addition to what they are asking for. This is especially true if you are having difficulty locating the item they have asked for, or there will be a wait until they can get the item. In these cases, it is more than appropriate to ask if you can help them find other sources on the topic, or suggest another book to read, etc.
If they truly want only the specific item, you do not need to find out all five pieces of evidence - Help them learn to look up the item and locate it on the shelf. If the item isn't immediately available, just determine if you can get it when and where they need it and help them understand the process of requesting the item, checking their account for notifications, and other details about obtaining the item.
Determining the information need.
Is this for an assignment? (Do you have a copy of the assignment?)
What class is this for? (This can help you understand the type and depth of resource. e.g information on the effects of vaping would be different for a freshman doing a speech and a nursing student looking for evidenced-based research.)
Are their requirements about the types of information sources? (e.g. scholarly journals, must be print, etc.)
Do you need information on this topic or a certain type of resource? (In response to "Do you have a book on.....?")
Where have you tried already? What search terms did you use?
When do you need this information/ when is the assignment due?
Can you show me what you tried? (In response to "_____ is not working.")
What about ____ are you trying to find out? (In response to a question about a broad topic. Beware of sensitive issues, though.)
Follow up
Is this an example of what you're looking for?
Come back if you need more help.
Want to know more about reference interview strategies? Try these articles!
Catherine Sheldrick Ross, Kirsti Nilsen, and Marie L. Radford. 2019. Conducting the Reference Interview : Third Edition. Vol. Third edition. How-to-Do-It Manuals for Librarians. Chicago: ALA Neal-Schuman. https://search.ebscohost.com/login.aspx?direct=true&AuthType=ip,shib&db=e000xna&AN=2229909&site=ehost-live&scope=site.
David A. Tyckoson, and John G. Dove. 2015. Reimagining Reference in the 21st Century. Charleston Insights in Library, Archival, and Information Sciences. West Lafayette, Indiana: Purdue University Press. CHAPTER 3: https://search.ebscohost.com/login.aspx?direct=true&AuthType=ip,shib&db=e000xna&AN=926316&site=ehost-live&scope=site&custid=gsu1&ebv=EB&ppid=pp_61
