Lecture 8

Reference interview
The concept of the reference interview has been around since early in the 20th
century, but it was often called the librarian–user “conversation,” and it focused
more on the information needed to supply the user with resources and not on the
interpersonal skills necessary to conduct the interview. Some writers describe the
reference interview as a dialogue, with the reference librarian taking the
responsibility for finding out the information need of the user and providing the
information for him or her. Others 2 suggest that this interaction should be
described as a “partnership” in which both partners are equals and have mutual
goals. The reference interview is a dialogue between the user and librarian in
which the librarian’s objective is clarification and understanding of the user’s
question as a means to meet the user’s information need, and the user’s objective is
to have the librarian understand and meet the information need.
EXCERPTS FROM THE RUSA “GUIDELINES FOR BEHAVIORAL
PERFORMANCE OF REFERENCE AND INFORMATION SERVICE
PROVIDERS”
1.0 Approachability
Approachability behaviors, such as the initial verbal and non-verbal responses
of the librarian, will set the tone for the entire communication process, and will
influence the depth and level of interaction between the staff and the patrons. . . .
To be approachable, the librarian:
Establishes a “reference presence” wherever patrons look for it
2.0 Interest
A successful librarian must demonstrate a high degree of interest in the reference
transaction. While not every query will contain stimulating intellectual challenges,
the librarian should be interested in each patron’s informational need. . . . To
demonstrate interest, the librarian: 2.1 Faces the patron when speaking and
listening. 2.2 Focuses attention on the patrons.
3.0 Listening/Inquiring
The reference interview is the heart of the reference transaction and is crucial to
the success of the process
Strong listening and questioning skills are necessary for a positive interaction. As a
good communicator, the librarian:
3.1 Communicates in a receptive, cordial, and encouraging manner.
3.2 Uses a tone of voice and/or written language appropriate to the nature of the
transaction.
3.3 Allows the patrons to state fully their information need in their own words
before responding. 3.4 Identifies the goals or objectives of the user’s research,
when appropriate.
3.5 Rephrases the question or request and asks for confirmation to ensure that it is
understood.
3.6 Seeks to clarify confusing terminology and avoids excessive jargon.
3.7 Uses open-ended questioning techniques to encourage patrons to expand on
the request or present additional information. . . .
3.8 Uses closed and/or clarifying questions to refine the search query. . . .
3.9 Maintains objectivity and does not interject value judgments about subject
matter or the nature of the question into the transaction.
4.0 Searching
As an effective searcher, the librarian:
4.1 Finds out what patrons have already tried, and encourages patrons to
contribute ideas.
4.2Explains the search strategy and sequence to the patrons, as well as the sources
to be used.
4.3 detailed search paths (including complete URLs), and names of resources used
to find the answer, so that patrons can learn to answer similar questions on their
own.

5.0 Follow-up
The reference transaction does not end when the librarian leaves the patrons. . . .
For successful follow-up, the librarian:
5.1 Asks patrons if their questions have been completely answered.
5.2 Encourages the patrons to return if they have further questions. . . .
5.3 Makes patrons aware of other appropriate reference services (email, etc.)

Opening the Interview

Approachability
First impressions are said to be lasting ones. How the librarian first appears to
users will affect their attitude toward the librarian and may shape the phrasing of
their questions; it may sway a user’s decision to ask a question at all. The reference
librarian should always appear welcoming. Some users may feel that their
questions are stupid or that they are bothering the librarian by asking for
assistance. A smile goes a long way and encourages reluctant or shy users to
approach the reference desk and ask their question. Making eye contact with users
as they come near the reference desk establishes a connection and expresses that
the librarian is there to help.
Greeting
A simple greeting such as “Hi, how may I help you?” will establish that the
librarian is available to help the user and allay any fears that he or she is in the
wrong place or that the librarian is busy. Tone should, of course, be pleasant
Library and clientele will dictate the formality of the greeting, and telephone
greetings are often a little more formal than in-person. With experience, a
reference service provider can learn to adapt his or her communication style to one
more consistent with the user’s preferences.
. The interaction might look like this:
RefLibrarian: Hi, welcome to the Library’s Ask-A-Librarian Service. How may I
help you?
SportsFan1: Who won last night’s baseball game?
RefLibrarian: Hi, SportsFan! Which baseball game are you interested in?

Interest
For the reference interaction to be successful, the users must feel that they have
the reference librarian’s attention and that the librarian is truly listening to what is
said. Undoubtedly, there will be questions in which the librarian has no personal
interest or that have been encountered 10 times already that day. The librarian
should react the same way as when listening to a friend: nod, smile, encourage.
The user can see that someone is paying attention when that person is looking at
him or her and appears focused and alert. When the user is remote, reaching the
reference service by telephone or online communications, these visual cues are
missing.
Body Language
The body language of the service provider can go a long way toward
communicating an openness and willingness to listen to a user’s query. . Other
considerations include being at the same eye level, which might mean standing if
the person approaches the desk in a standing posture, or taking a seat if the
individual is in a wheelchair.
Question Negotiation
The questioning process seeks to (1) elicit the user’s question in his or her own
words; (2) make information available that the librarian needs to understand the
inquiry to an extent that enables effective searching and accurate provision of
information; and (3) verify that the librarian and user share the same understanding
of the information need.
Process can begin. Several communications strategies are used during question
negotiation: open questions, closed questions, encouragers, and active listening
Open Questions
After the greeting and the user’s initial question, the reference interview almost
always starts with the librarian asking an open question. An open question is one to
which there is no fixed answer; it cannot be answered with a yes or no, nor does it
draw its response from a set of predetermined choices, as in multiple choice
responses. Open questions encourage users to talk about the information need
using their own terms
Open questions seek to elicit descriptive answers and typically begin with “what,”
“when,” “where,” and “how.”
Closed questions
Close question ask for a yes or no response or present the user with options from
which to choose. Closed questions tend to focus narrowly
Closed questions are asked after the open questions to avoid leading the user in a
particular direction or narrowing the options too soon. Even if the user’s initial
question is very broad or not yet well-formed, it is the user who needs to decide
and define the information need.
Neutral Questioning
When direct questions might offend the user, a technique called neutral or sense
making questioning can be used to elicit further information. By using questions
such as “If you could tell me the kind of problem you are working on, I will get a
better of idea of what would help you,” 8 the librarian can gain valuable
background information. Questions about why the information is needed and to
what use the information will be put help the librarian understand the context from
which the information need arose. Like open questions, neutral questions strive to
get the user to talk more fully about the information need.
Language
Librarians have the responsibility to use clear language, free of jargon, so that
users can understand. Dina Cramer notes that “the reference interview is supposed
to elicit the real questions, but it can’t if people mean different things by the words
they use.” 13 So when a questioner uses a word in the commonly understood
sense, but the librarian uses the same word to mean something else, the librarian
must be aware that misunderstandings can occur
Active Listening
Because good communication involves both getting the message across and
understanding what the other person is saying, the use of active listening
techniques helps ensure not only that the message is received accurately but also
that it was understood
Feedback from the user, then, is also an essential element of active listening. With
straightforward questions, the librarian may simply need to paraphrase the question
before beginning the search
Searching
It is important not to start searching too early in the interview process. If the
librarian jumps ahead to searching before establishing a shared understanding of
what the user wants, then a lot of time can be wasted, and frustration may result for
both the user and the librarian. Once the search process has been started, however,
the librarian can continue to ask questions, refining what the user wants and
adjusting the search strategy accordingly
Presentation of Answers
When the question has a definite factual answer, the answer should be given to the
user and a source for the information provided. If the user was not present during
the searching part of the process, some communication regarding what was done to
find the information (search terms, other sources consulted) may be presented as
well.
Closing
Librarian: Does this information answer your question?
User: Yes, I think that this is good for now.
Librarian: Great. If you think of anything else, just ask. We are here today until 10.
User: Okay. Thanks!
Closing the reference interview properly is important because it is the last
communication with the user and can affect the way that the user remembers the
entire interaction. The end of the reference interview should always leave open the
opportunity for the user to say more. Asking, “Does this completely answer your
question?” or “Is there anything else that I can help you with today?”
Follow-Up
If the user remains in the library, it is a nice touch for the librarian to follow up
with the user to confirm that the information was adequate and nothing else is
required. In a corporate setting, or one where librarians have a close connection
with their remote users, a follow-up telephone call may achieve the same end.
Referrals
Sometimes the librarian or library will not have the answer that the user needs. In
these cases it is appropriate to refer the user to another person, library, or
organization. It is kind to the user to first confirm that the referral destination can
indeed help the user and that someone is available. Users resent being treated like
footballs— passed from one person to another
Negative Closure
When a reference interview is ended abruptly without a real examination of the
user’s question or an adequate attempt to meet the user’s information need, this is
called negative closure. the librarian was unsuccessful in answering the user’s
query and did not make an appropriate referral