Reference interview

Reference interview

Definition

Bopp & Smith (1995) defines the reference interview as the "conversation between a member of the library reference staff and a library user for the purpose of clarifying the user’s needs and aiding the user in meeting those needs".

Parts of a reference interview

The reference interview is structured to help the librarian provide answers to the library user. In general, the interview is composed of the following stages.

1.     Welcoming

2.     Gathering general information from the user and getting an overview of the problem

3.     Confirming the exact question

4.     Intervention, such as giving information, advice or instructions

5.     Finishing, including feedback and summary

These stages may occur in loops, for example when a clarification of the question leads to the need to establish more background information on the query topic. These steps are designed to put the user at their ease, and then help ensure that they have correctly explained what they require. When the reference librarian believes that the query is fully understood, they attempt to provide resources that help satisfy it. An important and often overlooked final step is checking that the information or service provided was indeed what the library user required.

Reference interview techniques

The purpose behind the reference interview structure is to ensure that the library user's information need is satisfied. The librarian can use a number of interview techniques to help identify the user's exact need. Poor reference interview skills may lead to misinterpretation of the real question, a lack of real help and an unsatisfied library user. Librarians use many techniques to help identify a user’s information need. With body language, repetition and paraphrasing of what the user says, the interviewer can encourage the user to give more information about what they need. Asking open questions establishes context and helps to identify exactly what is required. A lack of follow-up, or checking that the user found what they required, is arguably one of the most common mistakes made in the reference interview.

The Desiderata for an Effective Electronic or Virtual Reference Interview

What makes an interview good and what makes a bad one bad? Regardless of setting, a good reference interview is still comprised of basic elements: identification of the “real” question and translating the query language into the system language. Today’s library user deserves the best of both worlds –the personal touch of the old-fashioned transaction coupled with up-to-the-minute virtual access to global resources –and the ideal RI is a blend of the two. “Guidelines for Behavioral Performance of Reference and Information Services and attempts to navigate his way through the telephone menu. The virtual library experience should be positive, not a frustrating series of hurdles. Live reference both in person and on the computer, offers instant fee

“I know you believe you understand what you think I said, but I’m not sure you realize what you heard is not what I meant.” Unknown.

Objectives 
By the end of this module you should be able to

·                     Understand how communication errors occur

·                     Identify open, closed and sense-making/neutral questions

·                     Identify the components of the reference interview

·                     Conduct a reference interview in person, over the telephone, and by e-mail

Bopp and Smith break the reference interview into five steps:

1.                 Open the interview.

2.                 Negotiate the question.

3.                 Search for information.

4.                 Communicate the information to the user.

5.                 Close the interview.

Open the interview
In the American Library Association’s Reference and User Services Association Guidelines for Behavioral Performance of Reference and Information Services Professionals, approachability is the first behavior listed. As a reference worker you must present a welcoming presence, one which encourages patrons in need to approach for help. T o be approachable the guidelines say the reference staff:

1.                  Is poised and ready to engage approaching patrons and is not engrossed in reading, filing, chatting with colleagues, or other activities that detract from availability to the patron.

2.                  Establishes initial eye contact with the patron.

3.                  Acknowledges the presence of the patron through smiling and/or open body language.

4.                  Acknowledges the patron through the use of a friendly greeting to initiate conversation and/or by standing up, moving forward or moving closer to the patron.

5.                  Acknowledges others waiting for service.

6.                  Remains visible to patrons as much as possible.

7.                  Roves through the reference area offering assistance whenever possible.

·                     An appropriate opening sentence might be: “How may I help you?” This type of question is known as an “open” question. It is preferable to “Can I help you?” to which a patron might reply “No.” If using the rover approach (i.e. circulating in the reference area and approaching patrons who seem to be in the need of help, rather than remaining behind a reference desk which requires a patron to app roach you) it is important that staff not use potentially off putting phrases such as “I notice you need help.” No one wants to appear “dumb” and patrons may become defensive if they feel singled out.

Approachability

Everyone who lives and works in your community needs information.  Discovering the needs of each individual who comes in to the library calls for people skills. Sometimes the first question a patron asks is really just trying to find out if you are approachable and friendly.  These questions may range from “Do you work here?” to “Where are the dog books?”  So your job is to go from that initial contact with the patron to actually finding out their needs.

Smiles

Establishes eye contact

Gives a friendly greeting

2.  Interest

Make attentive comments

Give full attention

Speak in comfortable, relaxed tone

Confidential place to ask a question 

3.  Listening (Characteristics of a good listener)

A good listener gives patrons a chance to tell you what they .Ask clarifying questions if you are not sure about the request (Clarifying can be used to make sure you have all the details you need.   Example: “Do you need black and white photos or color photos?” ) 

4.  Interviewing (Discovering what the client really wants)

Open ended questions are an effective way to give your patrons the freedom to express the information needs in their own words.  Open ended questions can  not be answered with yes or no.  Verifying a question gives you one last opportunity to make sure you understand the patron’s real question.

Negotiate the question
No one wants to seem ignorant or feel foolish. For these and other reasons the first question people ask may not be precisely what they want. Some additional reasons why people may ask a very broad or general question when what they really want is specific information include:

·                     not being sure what it is they want or need
e.g. students may not fully understand the requirements of an assignment

·                     lack knowledge of the depth and quality of your library’s collection
patrons think library will have general information on the topic only and not the specific information they want

·                     lack confidence in the ability of the reference staff
e.g. professionals such as teachers or a scientist may believe reference staff are not capable of handling their specific questions because they lack their training and subject background and so ask general questions they feel staff can handle instead.

·                     Reference interviews often start out either by the user asking a broad general question such as: “Where are the books on movies?” or a very specific request such as: “I’d like to see the Winnipeg phone directory.” When answered literally, the answers may not help the user. Suppose, for example, the user really wants to know the top grossing movie of 2000. Rather than scanning books in the “movie section,” the answer could be easily found in an almanac or on the Internet.