Formulating Open-Ended Questions

What is a closed-ended question? 

• Closed-ended questions can be answered by a simple yes or no.
• Example:  Do you want some materials on Black History?

What is an open-ended question?

• Open-ended questions allow the customer to “open up” and explain what he or she wants.  
• They require the customer to give more information than just “yes” or “no.” 
• Most open-ended questions start with who, what, why, where,  when or how.
• Example:  Customer:  Do you have census information?
  Staff: What type of census information are you looking for?
• Example: Customer:  Where are your magazines?
  Staff:  The magazines are located....  (Open ended question):   We may have other resources on your topic.  What type of information are you looking for?