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 dont understand how libraries work

Reference

People have very high expectations regarding the
availability of information

Reference / readers advisory is bridging the gap between
the customers needs and the librarys 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
persons specific information needs.
Query

a question or a request for information about something

ask a question about something, especially in order to
express one's doubts about it or to check its validity or
accuracy.

single question; an inquiry (or enquiry) may be a single q
uestion or extensive investigation (i.e. a
series of questions).

Approaches in Answering Queries
Classification by Subject
-What is the branch of knowledge the user will find the information.
-Examples are: education, geography, social sciences, literature etc.

Classification by Source
-where the sources came from when searching information
-Examples are: encyclopedias, dictionaries, books, journal etc.

Classification by Purpose:
-where the information will be using for.
-Examples are: assigments, term papers, projects

Classification by inquirer:
-who is the inquirer, If she is a teacher , employee or student
Reference Question


A requested by a library user for information or assistance
in locating information, which occurs in person, by
telephone or by mail or e-mail.
Directional
The general information or directional question is of the
information both variety and the answer rarely inquires more
than geographical knowledge of key locations. These require
knowledge of the physical layout of the library.

Example of Directional Questions are:
--directions for locating facilities such as restrooms,
telephones, photocopiers etc.
--directions for locating library staff members
--information concerning library hours and policies
-- location of materials etc.

Ready Reference Sources
Encyclopedias
Dictionaries
Yearbooks
Biographical
Dictionaries,
Geographical Dictionaries,



Ready Reference Sources
It is not always necessary to provide information from
reference sources. In case the reference librarian knows
something personally.
For example : Somebody may be looking for the address
of a college. May be, the reference librarian remembers
the address.
Specific Research
Essential difference between specific search and ready
reference in important.
Ready reference queries usually can be answered with
data, normally short answer from reference books while
specific search answers almost always take a norm of
giving the user a document , example a list of citations, a
book or a report.
Research
A research query usually identified as that coming from an
adult specialist who is seeking detailed information to assist in
specific work.

The request may be from a professor, employees, students and
other person who needs data for a decision or additional
information about a problem.

Research questions are more complex than other questions.
William A. Katz in Introduction to Reference Work (8th ed.)
states that while there are usually specific sources and
answers for ready reference and specific search questions, the
answers to research questions depend on what the researcher
is able to find. Answering research questions may involve trial-
and-error and browsing techniques.
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