Reference Interview Skills for Academic Libraries

Instructor:

Dave Tyckosondavety@csufresno.edu

An Infopeople Workshop

Winter 2007/2008

Workshop Overview

• Why reference interview?

– behavioral guidelines

• Approachability

• Communication issues– verbal – nonverbal

• Tips and techniques for success

Reference Interview Skills for Academic Library Staff

Academic Community• Students

– undergraduate– graduate

• Faculty• Staff/Administration

• Alumni• Unaffiliated users

Reference Interview Skills for Academic Library Staff

Reference Interview Skills for Academic Library Staff

Evaluation Methods• Unobtrusive

– 55% rule

• Obtrusive

• Willingness to Return

• Wisconsin-Ohio Reference Evaluation Program (WOREP)– worep.library.kent.edu/

Reference Interview Skills for Academic Library Staff

ALA/RUSA Behavioral Guidelines

www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.cfm

Reference Interview Skills for Academic Library Staff

Behavioral Guidelines

• Approachability

• Interest

• Listening/Inquiring

• Searching

• Follow-up

Reference Interview Skills for Academic Library Staff

Approachability Hierarchy• Approachable Behaviors (% Selected) • Standing and Eye Contact 90%• Helping Another Patron 12%• Standing and Writing 11%• Sitting and Eye Contact 10%• Using the Computer 10%• Reading 5%• Talking on the Phone 1%

Reference Interview Skills for Academic Library Staff

Remote Approachability

Is your phone tree easily navigable?

Can your users find your service?

Telephone Reference• Serving remote users since the 1920s

• More limited application than in-person reference

• Barriers – Telephone trees– Voice mail

• Answer the damn phone!

Reference Interview Skills for Academic Library Staff

Reference Interview Skills for Academic Library Staff

Online Approachability

Verbal Communication

• Words

• Tone

• Listening and questioning skills

Reference Interview Skills for Academic Library Staff

Reference Interview Skills for Academic Library Staff

Reassuring Statements

• Reassuring statements– Let the patron know that they have come to

the right place

• Yes, we have that kind of information.

• Sure, we have academic journals.

Reference Interview Skills for Academic Library Staff

Open-ended Questions

• Open-ended questions– Broaden the search– Gather more information

• Can you tell me more about your topic?• What about [insert subject here] would

you like to find?

Reference Interview Skills for Academic Library Staff

Closed-ended Questions

• Closed-ended questions– Narrow the search– Specify limits to the search

• Do you want books or journals?• Is this for an assignment?• Do you want current or historical data?

Reference Interview Skills for Academic Library Staff

Neutral Questions

• Neutral questioning– Avoid judgmental statements

• What do you want that for?

• Have you looked in the catalog?

• Why do you want that information?

Reference Interview Skills for Academic Library Staff

Restating the Question

• Restatement of the search query– Reflect back to the patron– Ensures good communication

• So you are looking for the effect of abc on xyz during the twentieth century. Is that correct?

Reference Interview Skills for Academic Library Staff

Nonverbal Communication

• Facial expressions• Gestures • Posture• Confidence/hesitancy• Accompanying materials• Belonging to the community

Follow-up

• Go back to your users

• Acknowledge the users

• Ask if they are satisfied

Reference Interview Skills for Academic Library Staff

Roving Reference

• Go where the users are

• Walk around

• Reach out electronically

Reference Interview Skills for Academic Library Staff

Chat/Instant Messenger

• Use frequent short communication

• Be aware of computer problems

• “Push” as little as possible

• Pick up the phone when necessary

Reference Interview Skills for Academic Library Staff

Reference Interview Skills for Academic Library Staff

Tips and Techniques

• Involve the user– Engage the user– Reference is a dialog– Discussion, not interrogation

Reference Interview Skills for Academic Library Staff

Tips and Techniques

• Get off your butt

(or out of the chat box)

• Take the user to the source• Roving reference• Provide the service where the users are

Reference Interview Skills for Academic Library Staff

Tips and Techniques

• Instruct and assist– Be part of the learning process– Show the user how to search– Explain the tools that you use

• Don’t feed the user a fish, but teach the user to fish

Reference Interview Skills for Academic Library Staff

Tips and Techniques

• Follow up whenever possible– Ask if they have found what they wanted– Suggest additional sources/search terms– Acknowledge that you helped them

• Follow-up has the highest correlation to positive patron satisfaction