The Reference Interview

What’s wrong with this kid? I need a psychology book

People (and cats, apparently) need all kinds of information to get through their day.

One of our jobs is to make it easier to find the most useful and reliable information available.

When someone approaches you and asks for a psychology book, what should you do?

Inform them that there is no psychology section in the dewey decimal system and send them on their way.

Pull out a couple of books about psychotherapy for them. Because, come on, we all know that when somebody says “psychology,” they really mean psychotherapy.

Greet them warmly and ask them a few questions to learn more about what they need, what they’re trying to do and what they hope to learn or accomplish. In short, ask about the patron’s “information need.”

Congratulations, you’ve doomed Mom Cat’s kitten to a life of crime and violence.

Try Again

Well that’s interesting. Could you tell me a bit

more about what you’re looking for?

Right. Often, people don’t immediately ask for what they’re looking for. So it’s important to clarify their specific information need.

There are different types of questions. Click on each one to learn more about them.

1. Closed questions

2. Open questions

3. Context questions

Are you looking for books about Freudian psychology?

Are you looking for books about Jungian theory?

Are you looking for information about behavioral therapy?

No

No

Ummm, no?

Closed questions can be answered with a yes/no response. It’s not recommended to start a reference interview with closed questions. You might end up in a frustrating game of 20 questions that could waste everybody’s time.

BACK

Open questions allow the patron to describe what they’re looking for in their own words.

Well that’s interesting. Could you tell me a bit more about what you’re looking for?

I’m looking for something that

explains why kittens are such a pain in the

neck

BACK

Context questions ask about the patron’s situation, what they hope to accomplish and what gaps in their understanding are preventing them from their goal.

If you could tell me a bit about what you’re trying to do, that might help

me find something for you.

Junior used to be such a good kitten. I’d like to know why he’s become such a

handful all of a sudden and if

there’s something Mom Cat & I can do about it. Or at least let us deal with it a

bit better.

Restate the question to make sure you’ve understood what the patron’s looking for.

So you’re looking for something about developmental psychology in

adolescents that explains their changes in behavior and can help

guide you through these turbulent times?

Yeah, that’s what I said.

Ooh, that explains everything

Asking the right questions will help you determine a specific information need. And then you can find the resources that help the patron more quickly.

Follow up

•Don’t be afraid to ask if the patron has received what they needed or if they’d like some more help

•Be sure to cite your source.

•Tally the question!

• If you have trouble finding a useful resource with a quick search, simply refer the borrower to your manager or the reference staff at ESA.

That’s what reference service is all about.

Providing the information that helps people (and cats, too!) accomplish everything they need to do.

The End