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The Reference Interview

The Reference Interview. Monday, September 12, 2005. So this patron comes up to the desk…. Many questions are very simple and straightforward - some are not Different types of questions Which questions require the skills of the trained reference librarian? Consider the 55% finding

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The Reference Interview

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  1. The Reference Interview Monday, September 12, 2005

  2. So this patron comes up to the desk… • Many questions are very simple and straightforward - some are not • Different types of questions • Which questions require the skills of the trained reference librarian? • Consider the 55% finding Gers, R., & Seward, L.J. (1985) Improving reference performance: Results of a statewide study. Library Journal,110(18), 32-33.

  3. The Reference Interview – Common Assumptions • The user has stated their actual need • The user knows something about the library’s arrangement • The user understands what the librarian is saying • The user will always let the librarian know that he/she has understood the question • The user is interested in the librarian’s “professional competency” • The user will let the librarian know if he/she is unsatisfied with the information provided Hoskisson, T. (1997). Making the right assumptions: Know your user and improve the reference interview. The Reference Librarian, 59, 67-75.

  4. The Reference Interview - Attitudes & Characteristics • Disciplined and focused • A genuine desire to help • Sensitivity • Patient • Educated • Knowledge of sources

  5. The Reference Interview – Steps in the Interview • Greet the patron – “open face” trick, universal respectfulness • Make sure you understand the patron’s question / need • Active listening – restate the question • Question negotiation – use open-ended questions • Level of bibliographic instruction • Know when to say when • Always verify the answer • Invite the patron to return

  6. Problem PatronsWhen They’re Taking Up Too Much of Your Time • Other patrons are waiting • The prattling patron • The patron refuses to use the catalog • Sometimes the above are the result of the patron just wanting someone with whom to talk

  7. Problem PatronsUnrealistic Expectations • Unrealistic patron expectations • Yesterday’s “Price Is Right” • The perfect article • Unavailable statistics • Unlisted phone number • SS#’s and Google • Librarian as Private Investigator

  8. Problems LibrariansThe Four Don’ts • The Without-Speaking-She-Began-to-Type Maneuver (25% of the time) • Bypassing the Reference Interview – i.e., latching onto keywords (50% of the time) • Taking a System-Based Perspective – e.g., using library lingo (a lot!) • The Unmonitored Referral – i.e., no follow-up (33% of the time) Kluegel, K., & Ross, C.S. (2003). The reference interview: Connecting in person and cyberspace. Reference & User Services Quarterly,43(1), 37-43.

  9. Problem LibrariansNegative Closure • The unmonitored referral • Immediately referring patron elsewhere • “Have you looked in the catalog yet?” • Coerce patron into using less relevant information • Pushing the patron to accept defeat • Tone of voice signals R.I. is over • Claiming there is no information available • The disappearing librarian Kluegel, K., & Ross, C.S. (2003). The reference interview: Connecting in person and cyberspace. Reference & User Services Quarterly,43(1), 37-43.

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