REFERENCE INTERVIEW Christine G Balmes BLIsIII Reference Reference
REFERENCE INTERVIEW Christine G. Balmes BLIs-III
Reference • Reference service is complex because it involves a customer trying to describe something they know little about • People never ask the real question • People don’t understand how libraries work
Reference • People have very high expectations regarding the availability of information • Reference / reader’s advisory is bridging the gap between the customer’s needs and the library’s resources • Reference work is fun
Reference Interview • Librarians are trained to ask certain questions • What kind of information is needed? • With the topic of flying saucers, do you need a definition, a history, a news story, confirmation that they exist?
REFERENCE INTERVIEW • • A creative problem solving process that is collaborative This is interpersonal communication that occurs between a reference librarian and a library user to determine the person’s specific information needs.
GUIDELINES TO A SUCCESSFUL REFERENCE INTERVIEW
Approachability • In order to have a successful reference transaction, patrons must be able to identify that a reference librarian is available to provide assistance and also must feel comfortable in going to that person for help.
In order to be approachable, one must be: • Establish a “Reference Presence” wherever patrons looks for it. • Ready to engage in approaching patrons • Acknowledges other waiting for service
In order to be approachable, one must be: • Establish initial contact with patrons and acknowledges the presence of patrons through smiling and attentive and welcoming body language. • Remain visible to patrons as much as possible • Be mobile
Interest • A successful librarian must demonstrate a high degree of interest in the reference transaction. • Librarian who demonstrate a high level of interest in the inquiries of their patrons will generate a higher level of satisfaction among user.
To demonstrate interest, the librarian must be: • Faces the patron when speaking • Focuses attention on the patrons • Signals an understanding of patron needs through verbal and non-verbal confirmation
Listening/Inquiring • The reference interview is the heart of the reference transaction and is crucial to the success of the process. • The librarian must be effective in identifying the patrons information needs and must do so in a manner that keep patron at ease. • Strong listening and questioning skills are necessary for a positive interaction.
As a good communicator, the librarian must: • Communicate in a receptive, cordial and encouraging manner. • Uses a tone of voice and/or written language appropriate to the nature of the transaction. • Allow user/patrons to state fully their information need in their own word before responding. • Uses clarifying questions to refine the search query.
Searching • The search process is the portion of the transaction in which behavior and accuracy intersect.
As an effective searcher, the librarian must: • Find out what patrons have already tried, and encourages patrons to contribute ideas. • Construct a competent and complete search strategies. • Explains how to use sources when appropriate. • Recognize when to refer patrons to a more appropriate guide, database, library, librarian or other resources.
Follow-Up • The reference transaction does not end when the librarian leave the patrons. • He/she is responsible for determining if the patrons are satisfied with the result of the search and is also responsible for referring patrons to other sources, even when those sources are not available in the local library.
For a successful follow-up, the librarian must: • Ask patrons if their question have been completely answered. • Make patrons aware of other appropriate reference service. • Encourages the patron to return if they have further questions. • Roving is an excellent technique for follow-up. • Make sure that the patron is satisfied with the answer,
SKILLS TO PRACTICE:
Skills to practice • Friendly manner. • Objectivity. • Poise. • Active listening. • Empathy. • Calm tone of voice. • Plain speaking. • Directing the conversation. • Concentration. • Eye contact.
QUALITIES TO CULTIVATE
Qualities to Cultivate • Sense of humor • Dedication and commitment • Genuine liking for people • Good memory • Imagination and creativity • Patience and persistence • Energy and stamina • Ability to shift gears • Curiosity
THE REFERENCE INTERVIEW PROCESS
The Reference Interview Process • Most patrons ask one of these types of questions: • Directional (where is) • The restrooms are along the wall • Instructional (how to use technology) • Let me show you how to use the OPAC • Circulation (how to borrow) • Refer • We don’t have the text of the UN resolution but the Government Documents Department does • Informational (assistance in finding information)
Reference Interview Process Verbal and Nonverbal Cues Query is received and librarian must consider circumstances Negotiation and Questioning Guiding user to locate materials Follow-up to determine satisfaction
Verbal Skills • • • Project a professional image over the telephone Be quiet and let the patron talk Listen to each item of the request Use encouragers Ask open-ended questions Establish a sense of expertise Avoid premature diagnosis Get to the heart of the matter Paraphrase the request in different words Negotiate boundaries How to say “no” without saying NO Think through your search – any additional questions?
Nonverbal Skills • Make eye contact • Have a relaxed, open posture • Watch your facial expression and tone of voice • “Be here now”
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