REFERENCE INTERVIEW 101 Kaukauna Public Library Staff Training

REFERENCE INTERVIEW 101 Kaukauna Public Library Staff Training Day June 27, 2011

WHAT IS A REFERENCE INTERVIEW? http: //youtu. be/uw 2 nh. QJNo. ZI

WHY DO PATRONS ASK “BAD” QUESTIONS?

RUSA GUIDELINES FOR BEHAVIORAL PERFORMANCE OF REFERENCE AND INFORMATION SERVICE PROVIDERS http: //www. ala. org/Template. cfm? Section=Home&temp late=/Content. Management/Content. Display. cfm&Conte nt. ID=26937

WHO PROVIDES REFERENCE SERVICES? “The term librarian in this document applies to all who provide reference and informational services directly to any library users. ” THAT MEANS YOU!

APPROACHABILITY “The librarian’s role in the communications process is to make the patrons feel comfortable in a situation that may be perceived as intimidating, risky, confusing, and overwhelming. ”

INTEREST “Librarians who demonstrate a high level of interest in the inquiries of their patrons will generate a higher level of satisfaction among users. ”

LISTENING “The reference interview is the heart of the reference transaction and is crucial to the success of the process. ”

WHAT WENT WRONG? http: //youtu. be/Niac-s. IGd 8 g

INQUIRING Use open-ended questions to elicit more information. Use clarifying questions to refine or narrow the question.

OPEN-ENDED QUESTIONS Please tell me more about your topic. What additional information can you give me? How much information do you need? We have a lot of books and other information on X. What kind of information are you looking for? Please explain that in more detail. Please be more specific. Please tell me more about the sources that you may use for your assignment. How did this question arise?

CLARIFYING QUESTIONS What have you already found? What types of information do you need (books, articles, etc. )? Do you need current or historical information? What do you mean by X? Please give me an example. I don’t know much about X. Can you help me understand?

SEARCHING

FOLLOW-UP “If you don’t find what you’re looking for, please come back and we’ll try something else. ”

TIME TO PRACTICE!

CAN YOU HELP ME?

DOES SHE MEAN… whales? or Wales?

WHERE ARE YOUR SCIENCE BOOKS?

WHAT SHE REALLY WANTED… Photo of a Nun’s orchid (Phaius tankervilliae)

DO YOU HAVE ANY BOOKS ABOUT WOODSTOCK?

REMEMBER WORF W = welcoming, open attitude & body language O = open-ended questions R = restating/rephrasing the question F = ask follow-up questions

I will just remember that you helped!

RESOURCES Ohio Reference Excellence on the Web, Module 2, Reference Interview http: //www. olc. org/ore/2 intro. htm Ohio Reference Excellence on the Web, Module 2, Readers’ Advisory Interview http: //www. olc. org/ore/2 readers. htm The Reference Interview: A Common-Sense Review http: //infopeople. org/sites/all/files/past/2004/reference/A SCLAALAref_interview. pdf Info. People Webinar – The Reference Interview: Time for a Tune-up http: //infopeople. org/training/referenceinterview-time-tune Internet Public Library, Frequently Asked Reference Questions http: //www. ipl. org/div/farq/

IMAGE CREDITS Slide 3 One eyebrow raised and proud of it by emilygoodstein Slide 5 Yelm Library – Cindi helps a patron by Timberland Regional Library Slide 6 Hi, Scott! by Ron Hogan Slide 7 Yawn by Auntie P Slide 8 I’m listening by Melvin Gaal (Mindsharing. eu) Slide 10 Questions? by Valerie Everett Slide 13 Getting help at the Reference Desk by Escondido Public Library Slide 14 Say Cheese John Says Hi in Wisconsin Libraries Say Cheese Slide 16 Library Patron 1 by evilpeacock Slide 17 Whale Breach, Kauai by Na Pali Riders Slide 17 Wales Administrative Map 2009 from Wikimedia Commons Slide 18 Ocean Park Timberland Library on Library Snapshot Day 4/12/11 by Timberland Regional Library Slide 19 ORCHIDACEAE 蘭科 - Nun's Orchid (Phaius tankervilliae) 鶴頂蘭 by kaiyanwong 223 Slide 20 Library patron by tattycat Slide 22 Ocean Park Timberland Library on Library Snapshot Day 4/12/11 by Timberland Regional Library

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