The reference interview is used to determine a patron's information needs through listening, asking open-ended questions, clarifying, and verifying. The interviewer should obtain the six essential pieces of evidence which include purpose, deadline, type/amount of information needed, who needs it, where it will be used, and the basic question. Confidentiality is crucial so patrons feel comfortable seeking any information without fear of exposure. The reference interview process is similar for youth but may require more effort to fully understand assignments and ensure usability of sources.
2. Part 1 The Reference Interview General Overview
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4. Asking open questions
5. Clarifying
6. Verifying
7. Obtain the 6 pieces of evidence
8. Following up
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10. Step 1: Paraphrasing Repeat back what the patron said in their words without adding any thoughts or questions of your own. Mirror the patron's thoughts, showing the patron what the question "looks like" to you.
11. Step 2: Ask Open Questions An open (or neutral) question is one that can't be answered by "yes" or "no." Open ended question invite the patron to discuss their need in their own words while prompting them for the essentials you need to fill their information need. Avoid closed questions that can be answered in one word or with a yes or no. Patrons may choose a choice that is not a match to their need.
12. Step 3: Clarifying Clarifying is a technique you can use when you are further along in the reference interview. You may need to clarify a point by asking for a particular bit of information. EXAMPLE: Patron: I need books on potty training. Staff: Do you want books to read to your child or do you want books written as a guide for parents to help their child?
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14. When you think you have the question clearly in mind, check one last time before searching to verify you have the patron's real question.
15. Step: 5 The 6 Pieces of Evidence (What information should you get from the reference interview?) At the conclusion of a good reference interview, you should have the six pieces of evidence. You might need to ask for some information directly, but most of this information will come out naturally during a good reference interview. 1. Purpose 2. Deadline 3. Type and Amount 4. Who 5. Where 6. The Basic Question
16. Step: 5 The 6 Pieces of Evidence (continued) Once you have your basic question, search in an accurate and thorough manner to find materials and communicate your findings to the patron. Or, provide the patron with enough information so they can search for materials independently. Once you have located items in the catalog, walk over to the shelves with the patron to pull the materials.
17. Step 6: Following-Up If you believe you answered a patron's question, always ask a follow-up question such as: "Does this completely answer your question?“ "Do you have everything you need?" "Is there anything else I can help you find?“ Follow-up questions insure that you have provided what the patron really wanted. If the patron answers yes, pat yourself on the back for a job well done.
18. Step 7: Ending the Interview If you ask your follow-up question and the patron says no and you are going to continue working on answering their question, do these four things: Let the patron know who you are in case they want to contact you, or follow your library guidelines. Get the patron's name and phone number or email address, and verify the spelling and number if speaking to the patron. Give the patron a realistic idea of when you might be calling or emailing back. Establish a definite time when the patron is available and expecting to hear from you. If you are unable to find the answer with the sources available to you, you may refer them to an outside source if possible.
21. Speak to the youth as a person, not as a student.
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25. The youth may not know what the expected outcome is or his or her interests may be in conflict with the assignment causing contradictory answers to simple questions such as, “is this enough information?”SO…
26. 1st: Determine the question. Youth are more likely to not ask for what they want but what he or she thinks will most likely produce the information needed. Of course the youth may not have determined the most effective search strategy.
27. 2nd: Get the youth to talk Again, youth are more likely to not ask for what they want but what he or she thinks will most likely produce the information needed. You must get them to talk as they are not likely to volunteer enough information on their own. As covered in Part 1, Ask Open-Ended Questions. These types of questions allow the youth to elaborate rather than forcing him or her to choose between some narrow choices. It is hard when the youth’s first responses are single words, nods, or shrugs. It is tempting to revert to multiple choice questions with chosen options a staff thinks are the most likely choices.
28. 3rd: Learn the Purpose or Origin of the Question Youth are more willing to tell you why they need the information than adults but you have to ask them. Sometimes asking this question is necessary to know this in order to provide what is needed. It may be the motivation is coming from a parent, coach or teacher. Knowing where the question comes from may help in deciphering exactly what is needed.
34. Or, do they need to check out the material?You find the definitive book but the child needs 3 sources. Make sure you know which formats as sources are acceptable by their teacher. Can they site the Internet, use a DVD, database, encyclopedia or a book? Does one of the sources need to be a book?
35. 5th: Follow Up Ask Follow-Up questions before turning the youth loose! “Does this completely answer your question?” “Do you have everything you need?” “Is there anything else I can help you find?”
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37. Actual Reference Interviews Boy about 8 years old: Do you have the movie Rock-a-bye Boa? Staff 1: Staff 1: Tell me about this Rock-a-bye Boa? Boy about 8 years old: He is a wrestler. Staff 2: Oh, are you looking for the movie Rocky? Boy about 8 years old: YES! This is an example of how sometimes it takes four ears and two heads to fill a patron’s request. Work together if necessary to get the job done! ?
39. Confidentiality For individuals to feel comfortable seeking information, they must be confident that their queries and the answers given to their queries are confidential… If library users feel that they could be subjected to public exposure, embarrassment, or sanction, they are not likely to pursue the information they need. There are significant First Amendment issues if these confidences are broken. Reference librarians are therefore ethically obligated to conduct their reference interviews in a manner that is minimally intrusive, and their queries should be directed only toward those factors that would help satisfy information needs. Source: Reference and Information Services: An Introduction 3rd Edition
40. Confidentiality (continued) One cannot exercise the right to read if the possible consequences include damage to one’s reputation, ostracism from the community or workplace, or criminal penalties. Choice requires both a varied selection and the assurance that one’s choice is not monitored. In the case of criminal investigations or other government inquiries, it is especially critical that a librarian preserve the patron’s confidentiality because the consequences of releasing information about the individual(s) under investigation may be dire and the potential for abuse of information about a person’s reading habits great. Privacy is essential to the exercise of free speech, free thought, and free association. In this library the right to privacy is the right to open inquiry without having the subject of one's interest examined or scrutinized by others. Confidentiality exists when a library is in possession of personally identifiable information about users and keeps that information private on their behalf. Excerpted from Privacy and Confidentiality document, American Library Association
41. VI. LIBRARY RESPONSIBILITY To The Customer 1. CONFIDENTIALITY OF RECORDS As mandated by state law, with exceptions noted herein (including the appendices): a. The Library will protect, as far as possible, the privacy of any customer who uses the Library. 1) Under no circumstances will the staff of the Library provide information to a third party about what a customer of the Library is reading, viewing, or calling from the library’s collection. 2) The Library will not yield any information about its customers or their reading to any agency of government, whether local, state, or federal, without an order from a court of competent jurisdiction. b. The Library will not inquire into the purposes for which a customer requests information or books. c. The Library may keep records required for loaning books or answering reference questions. The sole purpose of such records is to protect public property or to provide better service. Excerpted from Service Policy, Frisco Public Library, page 5.
