the reference interview: principles and strategies
TRANSCRIPT
Library principles
Personal principles
Susan’s opinions
Strategies for being an effective reference
librarian
Books are meant to be read (resources are
meant to be used)
Every reader his/her book (have a broad,
unbiased collection; use many vendors)
Every book its reader (target your collection
to your community)
Save the time of the reader (organize)
A library is a growing organism (change
happens!)
Be kind and welcoming
Have a good Reference Interview
Search
Take patrons to the stacks
Close out the interaction OR
Refine and revise your search
Repeat as necessary
Listen attentively and show interest
Don’t assume – ask more questions
Ask open-ended questions
Ask clarifying questions to refine or narrow
your search
Restate or rephrase the question
Make only positive comments
Refrain from personal comments or
expressing personal opinions
What kind of information about X do you
need?
What types of information can you use?
How much information do you need?
What do you mean by X?
Can you be more specific?
Can you give me an example?
I don’t know much about X; can you help me
understand?
Use the appropriate tools for your particular
search
ILS – staff view
PAC
Subscription Databases
Internet (first resort or last resort)
Your own knowledge of your collections
Co-workers – team up!
Use the best sources for your particular search
Circulating materials
Print Reference collection
Online databases
Other electronic resources
Co-workers
Our tag cloud
Internet (Amazon, IMDB, GoodReads, Fantastic
Fiction)
Irrelevant and outmoded?
Worth the shelf space?
Outdated?
Not so accessible through the online catalog
There is no substitute for knowing your collection!
Think beyond a simple keyword search
Consider database fields
Consider controlled vocabulary
Use appropriate limiters “…”
Collection
Subject heading
Format
Not everything will show up in an electronic search
Browse the stacks (use subject headings & call numbers)
Ask co-workers
Do you know how to locate materials here?
Do you know how to use this resource?
(index, contents)
Is this the kind of info you were looking for?
Does this information answer your question?
A good reference interview
https://www.youtube.com/watch?v=QrOdtu1
UCu8
Another good interview
https://www.youtube.com/watch?v=3xr1OqY
tisM
Not such a good interview
https://www.youtube.com/watch?v=Niac-
sIGd8g
Legal advice, including interpreting the
meaning of a law
Tax advice, including which form to use
Medical advice
Information about patrons, specifically not
borrowing history or contact information
Personal contact information
Information about who is in the library (we
are not in loco parentis)
Question originally asked:__________________________________________________
[ ] Verified question
[ ] Asked “Does this answer…”
[ ] Found answer, ideally in first source
[ ] Used open probes
[ ] Gave full attention
[ ] Paraphrased
[ ] Used positive responses
[ ] Asked for collaboration
Other observations/comments:
Don’t confuse knowing everything with being a good librarian
Take personal responsibility for your own professional growth
Know our profession’s standards and principles
Be constantly learning new skills and strategies
Become an effective finder
Be kind to your patrons and co-workers
Make the library a happy destination