Rapid-fire Review of the Reference Interview
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The document outlines guidelines for reference interviews with patrons seeking information. It discusses 5 key areas for effective reference interviews: visibility and approachability to make patrons comfortable, showing interest in their informational needs, listening and inquiring to understand their needs, searching to find the desired information accurately, and following up to ensure patrons are satisfied and referred to other resources if needed. The goal is to have a conversational reference interview, not an interrogation, and apply these best practices to help patrons effectively.
Rapid-fire Review of the Reference Interview
- 1. Rapid-fire Review of the Reference Interview
- 2. Guidelines for Behavioral Performance of Reference and Information Service Providers http://www.ala.org/rusa/resources/guidelines/
- 5. VISIBILITY & APPROACHABILITY “...the librarian's first step in initiating the reference transaction is to make the patron feel comfortable in a situation that can be perceived as intimidating, confusing, or overwhelming.”
- 8. INTEREST “While not every query will be of interest to the librarian, the librarian should embrace each patron's informational need and should be committed to providing the most effective assistance.”
- 10. LISTENING & INQUIRING “The librarian should effectively identify the patron's information needs in a manner that puts the patron at ease. Effective listening and questioning skills are necessary for a positive interaction.”
- 13. SEARCHING “The search process is the portion of the transaction in which behavior and accuracy intersect. Without an effective search, not only is the desired information unlikely to be found, but patrons may become discouraged as well.”
- 14. SEARCHING
- 15. FOLLOW-UP “Supplying information is not the end of the reference transaction. The librarian is responsible for determining if the patron is satisfied with the results of the search, and referring the patron to other sources including those not available through the local library.”
- 16. FOLLOW-UP
- 17. ● Visibility & Approachability ● Interest ● Listening & Inquiring ● Searching ● Follow-up
- 18. 1. I will make myself approachable. 2. I will show interest and be curious. 3. I will listen and ask questions. 4. I will conduct searches together with my patrons. 5. I will follow-up and encourage patrons to return.
- 19. 1. I will make myself approachable. 2. I will show interest and be curious. 3. I will listen and ask questions. 4. I will conduct searches together with my patrons. 5. I will follow-up and encourage patrons to return. Good luck!