Why conduct a reference interview?

• Even when a patron has a seemingly simple question, it is often necessary for the librarian to conduct a reference interview.

• Many times it is necessary for the librarian to clarify the patron’s information request.

Step One: Establish Rapport with the User

• Appear welcoming and friendly.• Make eye contact and approach the patron.• Make every effort to sound happy and

helpful.

Step Two: Ascertain the Question

• Why is the patron asking the question?

• What do they already know?• How much information is

needed?• Rephrase the question to be

sure that you understand the information request.

Step Three: Develop a Strategy to Find Information

• What are the best search terms and sources for the user to find information?

• Does the user want very specific information or would general information, like that from an encyclopedia, answer the question?

• Does the user prefer print or electronic resources?

Step Four: Find and Evaluate Information

• Regularly visit with the patron to see that the information is meeting their needs.

• Make sure the patron is using high-quality resources.

• The patron may need additional instruction in how to use a resource.

Step Five: Make Sure the Question is Answered Satisfactorily

• Check with the user to see if their question has been answered.

• Roving through the library or asking the patron directly are good ways to initiate this contact.

• Even if the patron is satisfied, the librarian should encourage them to come back again if they have any additional questions.

Step Six: Close the Interview• End the interview. – Do not make it seem as though you are anxious to

be rid of the patron.

• End with an invitation to return and receive further help.

What NOT to do in a Reference Interview

• Do not do the research for the patron.

• Do not ignore the patron after directing them to a resource.

• Do not neglect to explain the research process to the patron.

• Do not dismiss the patron at the end of the interview.

• Do not intimidate the patron with unfamiliar jargon.

Resources

Cassell, K.A., & Hiremath, Uma. (2009). Reference and information services in the 21st century. New York: Neal-Schuman Publishers.