REFERENCE SERVICES REFERENCE INTERVIEW Objectives At the end
REFERENCE SERVICES REFERENCE INTERVIEW
Objectives At the end of the session the participants will be able to: 1. Define reference interview. 2. Conduct a reference interview. 3. Appreciate the importance of following the stages of reference interview.
WHAT IS A REFERENCE INTERVIEW? Communication between a library staff and a library user to determine the information need of the user.
TYPES OF REFERENCE QUESTIONS Directional Questions Procedural Questions Basic Reference Inquiries Long Reference Inquiries
DIRECTIONAL QUESTIONS Location of resources Location of facilities like restrooms
PROCEDURAL QUESTIONS Questions relating to policies and procedures
BASIC REFERENCE INQUIRIES Straight forward questions of fact like population of Jamaica or how to use EBSCO database All our desk staff should be able to deal with these competently after training
LONG REFERENCE INQUIRIES Complex questions Guidance may be required Future response
STEPS OF REFERENCE INTERVIEW Approachability Interest Listening Interviewing Searching
STEPS OF REFERENCE INTERVIEW Answering Follow-up
STEPS OF REFERENCE INTERVIEW A good customer service is necessary Approachability for the success of the process of reference interview in any format. Interest A successful library staff demonstrates a high degree of objective, nonjudgemental interest in the reference transaction.
STEPS OF REFERENCE INTERVIEW Listening/ Effective listening and questioning Inquiring skills are necessary for a positive interaction. Select appropriate search terms. Searching Verify spelling. Identify appropriate sources.
STEPS OF REFERENCE INTERVIEW Follow-up Check if the library user is satisfied and if not consider a referral.
REFERENCE INTERVIEW-Video
Do you have a query? Contact: Sharnna Archat-Edmondson (Training Manager) • 1876 -823 -6222 • sharnna. edmondson@jls. gov. jm
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