LIS 601The Reference Interview

Reference Observation Project

Fall 2010

Lori Bell

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Reference Service History

Green, Samuel Swet. Personal Relations Between Librarians and Readers. Library Journal 1 (October 1876): 74-81. First mention of reference-like services.

Child, William B. Reference Work at the Columbia College Library. Library Journal 16 (1891): 298. First mention of the term “reference” in connection with service.

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Reference Interview

Communication tool

Information problem solving

Critical thinking about information

Questioning techniques

Listening techniques

Disciplined & systematic thinking through

information structure

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Reference Interview Formats

Synchronous Modes Face-to-face (FTF)

Phone

Web (IM, chat, videostreaming)

Virtual World (IM, chat, voice chat)

Asynchronous Modes FAX

Email or Web Form

Voicemail

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Reference Interview Essentials

In order to find the best source of the

information needed:

Find out specifically what the

person wants and the purpose or

use for that information

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Taylor’s Levels of Information Need

1. Visceral need

2. Conscious need

3. Formalized need

4. Compromised need

5. Acceptance

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Non-verbal Communication Techniques

■ Approachability ➜ Accuracy

■ Smiling

■ Eye contact

■ Appearing ready to interact

■ Encouragers

■ Non-authoritarian posture

■ Appear interested

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Verbal Communication Techniques

■ Acknowledging statements

■ Open questions*

■ Closed questions

■ Paraphrasing/restating

■ Encouragers

■ Follow-up questions*

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Reference Negotiation Process

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The WORF Reference Technique

W = Welcoming, open attitude & body language

O = ask Open-ended questions

R = Rephrasing or Restating (not repeating) the question

F = ask Follow-up questions

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Reference Interview Controversy

Face-Value Rule (Wilson) Users are responsible for asking good

questions

Relational Rule (Radford) Users attribute success to helpful librarians Users are customers who need to be

satisfied with reference service

Interview Rule (Ross) Save the time of the user (Ranganathan)

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What would you ask the person after asking you, the reference librarian?

Do you have any books on writing?

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What would you ask the person after asking you, the reference librarian?

Can broken plates be repaired?

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What would you ask the person after asking you, the reference librarian?

Do you have any books on eating?

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How We Used to Talk to Users

L: Good morning. Can I help you?

P: Hi, do you have any books on impressionist painters?

L: Yes, we do. Are you interested in a particular painter or a group of impressionist painters?

P: Oh, a particular one. Renoir.

L: Are you interested in biographies about him or in his paintings?

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How We Used to Talk to Users

P: His paintings.

L: Do you have a particular painting you

want to see or examples of his work?

P: No, a particular painting…I think it’s called The Boating Party.

L: Yes, we have books that contain that

painting. Here they are.

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How We Talk to Users Now

L: Good morning. Can I help you?P: Hi, do you have any books on

impressionist painters?L: Yes, we have quite a few. It will help me

in suggesting books to you if I know a little more about what you are doing. Is there something specific about impressionist painters that you are looking for?

P: Yes, I want to see a copy of Renoir’s picture, The Boating Party.

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How We Talk to Users NowL: We have a number of books with copies

of that picture in them. Is there something particular about that painting that you want to find out?

P: Yes, I want to find out the size of that painting in inches. The book I have at home has centimeters.

L: We have several books with copies of that painting that give the size in inches. Would you like to see one? Or, I could find a scale that allows you to convert from centimeters to inches.

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How We Talk to Users Now

P: Oh, I’d like the scale because I have some other paintings in my books at home that I am curious about as well.

L: When I give you the scale to convert from centimeters to inches will that be all you need today…or is there another way I can help you?

P: No, the scale is what I need. Thank you.

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Student Interview Formula

n Are you writing a report [paper]?n What is your topic?n What aspect of the topic do you want to

write about?n What time period do you want to cover?n What formats of material can you use?n How long does it have to be?

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Student Interview Formula

1. When is it due?

2. Do you have a copy of your assignment?

3. Do you have your notes about the assignment?

4. Are pictures or illustrations required?5. Is the whole class working on this topic?

6. What have you done so far?

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Reference Observations

Why do people ask ambiguously or provide incomplete information at first? How does approachability help? How do open questions help? How does restating or paraphrasing help? How do follow-up questions help? How do closed questions help? How does instruction help?

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Reference Observation Project View and review several videos and apply the ALA RUSA

Behavioral Standards for Reference and Information Service

criteria to selected interviews.

Reference Interviewing You Tube Channel

http://www.youtube.com/user/DNahlRef

Visit the Reference Desk in Second Life to observe live reference

interviewing in a virtual world. Save chat logs and apply RUSA

criteria to select interviews.

Anonymize chat logs and do not use real or SL names

Rolig Loon, CVL Reference Coordinator, Info Island international

Hypatia Dejavu, Head of CVL Reference, Info Island international

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Reference Observation Project Peek 360 CVL Reference Desk:

http://peek360.avatrian.com/viewer.php?id=400

Reference Desk Schedule in Second Life:

Google Calendar: http://bit.ly/aUQZOJ

Bookmark this link to have the Ref calendar available

Times are Pacific Standard Time (SLT=PST), 3 hours later than

Hawaii time (HST) (On Nov 4 daylight savings changes to 2 hours

later)

Reference Desk SLURL (to Teleport, click or paste into browser):

http://slurl.com/secondlife/Info%20Island%20International/128/128/2

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Reference Interview AnalysisSample annotated transcript:

P: I have to find out about Julian of Norwich and I don’t know how to look for that.

L: Do you have to write a report? [closed question; interest]

P: Yes, I had to choose an author.

L: I majored in English (with a smile). Do you need a variety of sources? [closed question; interest]

P: Yes

L: Since you want anything about or by her you can search by Author or Keyword. (A list of results is returned.) [instructing, searching]

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Due Next Week

Ex 2 Encyclopedia searches

TEXT CHAPTER 4

Assignments pp. 10-18 Bibliography Plan