The Reference Interview Defined
- The reference interview is the process that determines the information needs of the customer.
- The aim of the interview is to translate the patron’s questions into one that can be answered with the library’s resources
Purpose
- Allows staff to match the customer’s question to a relevant and useful source of information.
- The aim of the interview is to answer the patron’s questions using the library’s resources.
Guide To A Successful Reference Interview
1. Approachability
- Pay attention to both your own and the customer’s body language.
- Acknowledge and greet the customer as they approach the desk.
- Ensure the customer has your full attention.
2. Interest
- Maintain eye contact
- Find a confidential location for the customer to ask a question
- Restate and rephrase the question
- Speak in a relaxed tone
- Make the customer feel comfortable
- Nod your head when the customer starts to ask questions
3. Listening/Inquiring
- Do not interrupt
- Ask clarifying questions
- Let the customer express their needs in their own words
- Ask open-ended questions to probe about their information needs
| Tell me more about the sources of information you already consulted? |
| Why do you need the information? |
| How will you use the information? |
- Remember, WORF Welcoming, Listen Carefully Open-Ended Questions Repeat their answer back to the customer Follow-up to ensure they’ve found the information
