The Steps of the Reference Interview

 Following the steps of the Reference Interview can help library customers articulate what information they really need.

1.  Approachability

Everyone who lives and works in your community needs information.  Discovering the needs of each individual who comes in to the library calls for people skills. Sometimes the first question a patron asks is really just trying to find out if you are approachable and friendly.  These questions may range from “Do you work here?” to “Where are the dog books?”  So your job is to go from that initial contact with the patron to actually finding our their needs.

Smiles

Establishes eye contact

Gives a friendly greeting

Sometimes patrons are really just trying to find out if you are an approachable, friendly person.  Sometimes the first question they ask sounds like a question, but they are just feeling you out.  For example “Where is the section on dogs?”

2.  Interest 

Maintain eye contact

Makes attentive comments

Gives full attention

Speaks in comfortable, relaxed tone

Confidential place to ask a question.

3.  Listening (Characteristics of a good listener) 

A good listener gives patrons a chance to tell you what they want. Listening to a patron without interrupting or jumping to conclusions is a necessary skill for successful reference service.  You need to discover what the patron really wants.  There may be reasons why a patron is hesitant to ask the real question they need the answer for.

What are the patrons real information needs?

A good listener does not interupt.

Paraphrase in your own words to demonstrate understanding (You repeat back what the patron said in their own words without adding any thoughts or questions of your own.  Paraphrasing can help with a patron who keeps repeating their request over and over.) 

Ask clarifying questions if not sure about request (Clarifying can be used to make sure you have all the details you need.   Such as “Do you need black and white photos or color photos?” )

4.  Interviewing (Discovering what the client really wants) 

Open ended questions are an effective way to give your patrons the freedom to express the information needs in their own words.  Open ended questions can not be answered with yes or no.  Verifying a question gives you one last opportunity to make sure you have the patron’s real quesiton.