Reference Services & The Reference Interview

           

The reference librarian is somewhat of a hero. They help patrons find answers and resources for a variety of purposes by asking questions and helping the patron find what he/she really wants. However, it does take some skill to be an effective reference librarian. The state of Iowa has published a list of steps for an effective reference interview:

• Approachability
• Smile, establish eye contact, give a friendly greeting. There's nothing worse than asking a question to someone intimidating!
• Interest
• Maintain eye contact, make attentive comments, give full attention.  Make sure the patron knows you are paying attention and really want to help.
• Listening
• DO NOT INTERRUPT! Give the patron to fully explain what he/she needs. Paraphrase what you think the patron is asking for when they have finished to be sure you are understanding properly. Ask clarifying questions if needed.
• Interviewing
• Ask open ended questions (questions that can't be answered with a "yes" or a "no"). These probing questions give s the patron the freedom to express their needs in their own words.
• Searching
• Keep the patron informed of the progress and offer referrals. This can be a chance to teach information literacy by searching with the patron.
• Answering
• Speak clearly and distinctly, cite the source, and check to make sure the patron understands this information.
• Follow Up
• Ask the patron is they have everything they need, and offer help in the future should they need it. 

If you guys have any further questions or comments, please feel free to review the relevant readings below and leave comments!

Relevant readings:

• Curry, Curry, "If I Ask, Will They Answer?: Evaluating Public Library Reference Service to Gay and Lesbian Youth." Reference & User Services Quarterly 45 (2005): 65-75.
• Harnett, Marquita. “Did You Say Library Anxiety?”
• Part I at http://lsobibliotech.blogspot.com/2005/03/did-you-say-library-anxiety-part-one.html  
• Part II at http://lsobibliotech.blogspot.com/2005/03/did-you-say-library-anxiety-part-two.html
• Ross, Catherine Sheldrick and Patricia Dewdney, “Negative Closure:  Strategies and Counter-Strategies in the Reference Transaction.”  Reference & User Services Quarterly 38.2 (1998): 151-163. 
• RUSA’s Guidelines for Behavioral Performance of Reference and Information Service Providers and Guidelines for Implementing and Maintaining Virtual Reference Services
•  Review RUSA’s Professional Competencies for Reference and User Services Librarians
  • Bahavar, S., & Truelson, J. A. (2008). Strategic planning for reference in a team environment: The preferred futuring model. 11 Reference & User Services Quarterly, 47(4), 356-363.
  • Bradigan, P. S., & Powell, C. A. (2004). The reference and information services team: An alternative model for managing reference services. Reference & User Services Quarterly, 44(2), 143-148.
  • Lippincott, J. K. (2010). Mobile Reference: What Are the Questions? [Article]. Reference Librarian, 51(1), 1-11.
  • Miller, J. (2008). Quick and Easy Reference Evaluation: Gathering Users' and Providers' Perspectives. Reference & User Services Quarterly, 47(3), 218-222.