1. PAJAMA REFERENCE
Providing Virtual Reference To Students
Kathryn Klages, T&L Librarian, Seneca College
OALT/ABO 39th Annual Conference
May 3rd, 2012, 8:45 – 10:15am

2. A conversation with the goal of
ascertaining the user’s information needs
and taking appropriate action to satisfy
those needs through skillful use of
available sources.
The Reference Interview

3. 1. Approachability
2. Interest
3. Listening/ Inquiring
4. Searching
5. Follow-up
RUSA’s Guidelines for Behavioral Performance of Reference and
Information Service Providers are the most widely recommended
standard of service.
Guiding Principles

4. How do you begin your conversation?
• Build trust and rapport.
• Let the user know that you are interested in
the question.
• Establish a tone for the conversation and
read the user's tone.
• Observe the visitor’s chat style.
1. Approachability

5. Things to do at the beginning…
• Introduce yourself and welcome the visitor.
• If you are balancing multiple
visitors, communicate that to them.
• If you have someone "on hold", check back
periodically.

6. Are you engaged in the conversation?
• Eliminate distractions and focus on the visitor.
• Maintain word contact.
• Signal understanding.
• Ask for clarification.
• Check back to get feedback on your suggestions.
2. Interest

7. Negotiate the Question
Folks don’t always express (or understand) their
needs clearly.
Uncover their unexpressed needs through attentive
listening and clarifying questions.
3. Listening / Inquiring

8. Attentive Listening…
• Let them finish their thought.
• Encourage them to explain fully.
• Assume that their question is legitimate.
• Rephrase to confirm understanding.
• Don’t jump to conclusions.
• Engage in dialogue to clarify the context.
3. Listening

9. Open Ended Questions
…encourage visitors to expand and present
additional information.
• “Please tell me more about your topic.”
• “What additional information can you give me?”
• “What research have you done so far?”
3. Inquiring

10. Closed Ended Questions
…help refine the search query.
• “What type of resource do you need?”
• “How many sources are required?”
• “Do you need current or historical information?”
3. Inquiring

11. Contextual Questions
…provide the situation surrounding the question.
• “Are you doing this research for an assignment?”
• “What course is this assignment for?”
• “ Are you in the library or working from home?”
3. Inquiring

12. Process:
• Determine visitor’s starting point.
• Construct a search strategy and explain it.
• Broaden or narrow the topic as needed.
• Solicit feedback.
• Utilize teachable moments.
• Make an informed referral when necessary.
4. Searching

13. Process:
• Determine visitor’s starting point.
• Construct a search strategy and explain it.
• Broaden or narrow the topic as needed.
Why did you use those words?
• Solicit feedback.
How did you put them together?
• Utilize teachable moments.
Why did you choose certain sources over others?
• Make an informed referral when necessary.
How did you navigate the source?

14. Process:
• Determine visitor’s starting point.
The goal is that the visitor learn from the
• Construct a search strategy and explain it.
interaction and be able to conduct a similar
• Broaden or narrow the topic as needed.
search independently in future.
• Solicit feedback.
• Utilize teachable moments.
• Make an informed referral when necessary.
Guide them to the appropriate source and help
them conduct the search. They learn from
reaching, not receiving, the answer.

15. Don’t let the door hit you…
• Have all parts of the question been addressed?
• Does the visitor have additional questions to ask?
• Does the visitor understand the recommendations?
• If necessary, does the visitor know how to get more
information?
• Have you invited the visitor back?
5. Follow Up