Reference interview: Difference between revisions

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{{short description|Clarifying a library user's request}}

A '''reference interview''' is a structured conversation between a [[librarian]] and a [[library]] user, usually at a [[library reference desk|reference desk]], in which the librarian responds to the user's initial explanation of his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources.

A '''reference interview''' is a conversation between a [[librarian]] and a [[library]] user, usually at a [[library reference desk|reference desk]], in which the librarian responds to the user's initial explanation of their information need by first attempting to clarify that need and then by directing the user to appropriate information resources.

==Definition==

Bopp & Smith (1995) definesdefine the reference interview as the "conversation between a member of the library reference staff and a library user for the purpose of clarifying the user’s needs and aiding the user in meeting those needs.".<ref>{{sfnp|Bopp, Richard E. and |Smith, Linda C. ''Reference and Information Services: An Introduction'', Second Edition. Englewood, CO: Libraries Unlimited, |1995. |p. =37.</ref> }}

According to ODLISthe Online Dictionary for Library and Information Science, thea reference interview is "the interpersonal communication that occurs between a reference librarian and a library user to determine the person's spec ificspecific information need(s), which may turn out to be different from the reference question as initially posed...A reference interview may occur in person, by telephone, or electronically (usually via e-mail) at the request of the user, but a well-trained reference librarian will sometimes initiate communication if a hesitant user appears to need assistance".<ref>[http://lu.com/odlis/odlis_r.cfm ODLIS - Online Dictionary for Library and Information Science]. Edited by Joan M. {{sfnp|Reitz.</ref>|2014}}

Stephen Abram uses the concept of "the library as conversation," and says that when it comes to reference questions, "[librarians'] core skills are the skills and competencies required to improve the quality of the question."<ref>{{cite web |last1=Abram |first1=Stephen |title=Special Library Reference Interviews: Basics of a Neglected Professional Skill |url=https://lucidea.com/blog/special-library-reference-interviews-basics-of-a-neglected-professional-skill/ |website=Lucidea |date=16 April 2019 |access-date=17 April 2019}}</ref>

== Parts of a reference interview ==

== Stages ==

The reference interview is structured to help the librarian provide answers to the library user. In general, the interview is composed of the following stages.<ref>Ross, C., Nilsen, K. and Dewdney, P. ''Conducting the Reference Interview: A How-To-Do-It Manual for Librarians''. London: Facet Publishing, 2002. p. 3.</ref>

The reference interview is structured to help a librarian provide answers to a library user. In general, the interview is composed of the following stages:{{sfnp|Ross|Nilsen|Dewdney|2002|p=3}}

#Welcoming

#Gathering general information from the user and getting an overview of the problem

#Confirming the exact question

#Intervention, such as giving information, advice, or instructions

#Finishing, including feedback and summary

These stages may occur in loops,; for example when a clarification of the question leads to the need to establish more background information on the query topic. These steps are designed to put the user at their ease, and then help ensure that they have correctly explained what they require. When the reference librarian believes that the query is fully understood, they attempt to provprovide resources to help satisfy it. The important but often overlooked final step is checking that the information or service provided was indeed what the library user required.

ide resources that help satisfy it. An important and often overlooked final step is checking that the information or service provided was indeed what the library user required.

==Techniques==

==Reference interview techniques==

The purpose behind the reference interview structure is to ensure that the library user's [[Information needs|information need]] is satisfied. The librarian can use a number of interview techniques to help identify the user's exact need. Poor reference interview skills may lead to misinterpretation of the real question, a lack of real help, and/or an unsatisfied library user.{{sfnp|Nilsen|2005|p=3}}

Librarians use many techniques to help identify a user's information need. With body language, repetition, and paraphrasing of what the user says, the interviewer can encourage the user to give more information about what they need. Asking open questions establishes context and helps to identify exactly what is required. A lack of follow-up, checking that the user found what they required, is one of the common mistakes made in the reference interview.{{sfnp|Nilsen|2005|p=6}}

The purpose behind the reference interview structure is to ensure that the library user’s [[information need]] is satisfied. The librarian can use a number of interview techniques to help identify the user’s exact need. Poor reference interview skills

may lead to misinterpretation of the real question, a lack of real help and an unsatisfied library user. <ref>Nilsen, K., (2005). "Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to

Physical and Virtual Reference Desks in Public and Academic Libraries". World Library and Information Congress:

71st IFLA General Conference and Council, IFLA. p. 3.</ref>

==Query formation==

Librarians use many techniques to help identify a user’s information need. With body language, repetition and paraphrasing of what the user says, the interviewer can encourage the user to give more information about what they need. Asking open questions establishes context and helps to identify exactly what is required. A lack of follow-up, or checking that the user found what they required, is arguably one of the most common mistakes made in the reference interview. <ref>Nilsen, K., (2005). "Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to

One of the biggest problems with providing effective reference services is badly formed queries. In these instances, the user's reference question doesn't match up to the information they actually need.{{sfnp|Fields|2006|pp=405-420}} Badly formed queries may lead to user frustration, as they perceive that the reference interview is not solving their problem.

Physical and Virtual Reference Desks in Public and Academic Libraries". World Library and Information Congress: 71st IFLA General Conference and Council, IFLA. p. 6.</ref>

Many of the techniques used in the reference interview are geared towards developing a query until a sense of the user's true information need is gained. The librarian typically has little insight into the social and psychological barriers that might be preventing the user from explaining their question accurately, and so must take care when developing it.{{sfnp|Murphy|2005|pp=247-252}}

==Forming the query==

==Digital reference==

One of the biggest problems with providing an effective reference service is that of badly-formed queries. In this instance, the user’s reference question doesn’t match up to the information they actually need<ref>Fields, A., (2006). "Ill-structured Problems and the Reference Consultation: The Librarian’s Role in Developing Student Expertise". ''Reference Services Review'', 34 (3). p. 405-420.</ref>. Badly-formed queries may lead to user frustration, as they perceive that the reference interview is not solving their problem.

{{main| Digital reference}}

Many of the techniques used in the reference interview are geared towards developing a badly-formed query until a sense of the user’s true information need is gained. A great degree of care must be taken when helping users to develop their query. The librarian typically has little insight into the social and psychological barriers that might be preventing the user from explaining their question accurately. Anything from anxiety from an approaching deadline to lack of confidence with language can get in the way<ref>Murphy, S., (2005). "The Reference Narrative". ''Reference & User Services Quarterly'', 44 (3), p. 247-252.</ref>.

===Example===

* User asks: "Where are the history books?"<br />

* Actual information need: Scholarly journal articles on the impact of the stirrup on the Norman Conquest.<br />

In this instance, answering the stated question literally (e.g. "The history books are on the 6th floor of the main library.") will not satisfy the user's information needs. More dialog is required to determine the underlying question.

==The virtual reference interview==

{{main| Virtual reference}}

As libraries have begun to adopt technology into their operations, the idea of the virtual reference interview has come to light. VirtualDigital reference is a reference service initiated electronically, often in real-time. The userinitial meeting between a patron and librarian dois not meet face-to-face, though queries mutate and may later take place at a physical reference desk. Virtual reference services can be conducted, for example, invia internet chat, videoconferencing, email, [[cobrowsing]], and [[instant messaging]]. Unlike the in-person reference interview, digital reference might be an asynchronous pursuit.

UptakeInitial uptake of virtual reference hasservices notwas beennot as swift as some had predicted. Stormont (2007) suggests that theThe complexity of virtual reference may behave partly been to blame, arguing thatas users want information quickly and with theminimal minimum of fuss<ref>effort.{{sfnp|Stormont, S., |2007. "Looking to Connect: Technical Challenges that Impede the Growth of Virtual Reference". ''Reference & User Services Quarterly'', 47 (2), |p. =119.</ref>.}} Some evidence suggests that the problem lies with poor uptake and training among library staff<ref>.{{sfnp|Nilsen, K., (|2005). "Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to Physical and Virtual Reference Desks in Public and Academic Libraries". World Library and Information Congress: 71st IFLA General Conference and Council, IFLA. |p. =8.</ref>. }}

==Library users and reference services==

Library users are not always comfortable using reference services or satisfied with them when used. [[Unobtrusive research|Unobtrusive user studies]] suggest that only around 55% to 65% of users leave a reference interview satisfied with the result and willing to return.{{sfnp|Nilsen|2005|p=3}} Demographics, social factors, and preconceptions about libraries all contribute to this figure. Embarrassment, shyness, and anxiety can prevent a user from approaching the reference desk, and poor signposting and explanation of services can mean that some customers aren't aware that the reference service exists. To be as effective as possible, libraries are encouraged to be proactive in publicizing their services and reducing the stigma of asking for help.{{sfnp|Robinson|Reid|2007|pp=405-424}}

Library users are not always comfortable with reference services, let alone satisfied with them. [[Unobtrusive measures|Unobtrusive user studies]] suggest that only around 55% to 65% of users leave a reference interview satisfied with the result and willing to return<ref>Nilsen, K., (2005). "Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to Physical and Virtual Reference Desks in Public and Academic Libraries". World Library and Information Congress: 71st IFLA General Conference and Council, IFLA. p. 3.</ref>. Demographics, social factors and users’ preconceptions about libraries all contribute to this figure. Embarrassment, shyness, and anxiety can prevent a user from approaching the reference desk, and poor signposting and explanation of services can mean that some customers aren’t aware that the reference service exists. To be as effective as possible, libraries must be proactive in publicising their services and reducing the stigma of asking for help<ref>Robinson, R. and Reid, P., (2007). "Do academic enquiry services scare students?". ''Reference Services Review'' 35 (3) p. 405-424.</ref>

==Usefulness of the reference interview==

For a long time the value of the reference interview has stood unquestioned. More recently, with technological developments streamlining some of the tasks which once comprised the interview, some researchers are beginning to question the validity of the reference interview, and the investment that a reference librarian represents<ref>Ryan, S., (2008). "Reference Transactions Analysis: The Cost-effectiveness of Staffing a Traditional Academic Reference Desk". ''The Journal of Academic Librarianship'', 34 (5), p. 389-399.</ref>. Others argue that reference services should broaden their target audience. As people increasingly use the internet to make major, life-affecting decisions, so they also require the services of professionals who are able to provide help in this environment<ref>Janes, J., (2003). "What is reference for?". ''Reference Services Review'', 31 (1), p. 22-25.</ref>. If this proves to be the case, it will become more vital that the reference interview is conducted professionally and successfully. In the age of [[information overload]], a successful reference interview may empower users to confidently make such decisions in their lives.

== Did you know? (A few interesting facts about Librarians and the reference interview) ==

1. Herbert White (1992) says that librarians need to emphasize their strengths. As computers increasingly take over clerical tasks that computers are good at, librarians should focus attention on aspects of service involving human communication that computers can't do well, Let computers get involved in document identification, document delivery, overdue notices, interlibrary loans and cataloguing, White argues, and let librarians take a proactive role in information intermediation, making the reference interview even more important.

2. In an unobtrusive study of reference service in Suffolk County public libraries on Long Island, Thomas Childers (1978) instructed surrogate users to pose "escalator" questions, starting initially with a broad request so that librarians would have to use probes to discover the specific questions the users really wanted answered. No matter how general the initial question was, in 67 percent of the cases library staff members asked no questions to clarify what information was required. The result was that these staff members got to the last step-the real question only 20 percent of the time and hardly ever provided an accurate answer. By contrast, the third who did that did use probes to arrive at the specific question provided an accurate answer 62 percent of the time<ref>{{cite book|last=Childers|first=T.|title=The Effectiveness of Information Service in Public Libraries: Suffolk County: Final Report.|year=1978|publisher=Drexel University, School of Library, and Information Science.|___location=Philadelphia, PA}}</ref>.

3. Accuracy is highly prized by librarians, but it is not the only, or even the most important, element that users look for: Users want information packaged in a certain format; they want it within a

specified period of time; they want it in a certain amount; and above all they want it not to take more than a certain amount of effort to get it. Depending on their purpose, users may be quite satisfied with ballpark answers and won't require anything more exact. Part of conducting the Reference interview successfully is to find out how finely-grained the helpful answer needs to be. Matthew Saxton and John Richardson (2002) found that public library users were highly satisfied <ref>{{cite book|last=Ross|first=S. R|title=Why bother with a reference interview?|year=2009|publisher=London, Facet|___location=London|pages=1-37}}</ref>with the service despite lack of accuracy.0 Fifteen percent were highly satisfied even when they didn't find everything they needed. Three percent were highly satisfied even when the response they received was later judged to be inaccurate. Three percent were highly satisfied even when they didn't find anything useful. These findings provide more evidence to suggest that accuracy is not the only indicator for satisfaction.

== 12 things needed to conduct a successful interview ==

It can be divided into two categories :-

Nonverbal Skills

• Eye contact

• Gestures

• Posture

• Facial expression and tone of voice

Verbal Skills

• Remembering

• Avoiding premature diagnoses

• Reflecting feelings verbally

• Restating content

• Using encouragers

• Closing

• Giving opinions and suggestions

• Asking open questions.

==Usefulness==

Some researchers question the validity of the reference interview and the investment that a reference librarian represents.{{sfnp|Ryan|2008|pp=389-399}} Others argue that reference services should broaden their target audience. As people increasingly use the internet to make major, life-affecting decisions, they might also require the services of professionals who are able to provide help in this environment.{{sfnp|Janes|2003|pp=22-25}} In the age of [[information overload]], a successful reference interview may empower users to confidently make such decisions in their lives.

== See also ==

*[[ReferenceFive scenarioswhys]]

*[[Information behavior]]

*[[Library reference desk]]

*[[Reference desk]]

*[http://www.ala.org/ala/rusa/protools/referenceguide/guidelinesbehavioral.cfm Guidelines for Behavioral Performance of Reference and Information Service Providers]

*[[Reference scenario]]

*[[XY problem]]

== References ==

{{reflist|2}}

== Citations ==

{{refbegin|2}}

* {{cite book|last1=Bopp|first1=Richard E.|last2=Smith|first2=Linda C.|title=Reference and Information Services: An Introduction|edition=second|___location=Englewood, Colorado|publisher=Libraries Unlimited|year=1995}}

* {{cite book|last=Childers|first=T.|title=The Effectiveness of Information Service in Public Libraries: Suffolk County: Final Report.|year=1978|publisher=Drexel University, School of Library, and Information Science.|___location=Philadelphia, PA}}

* {{cite journal|last=Fields|first=A.|year=2006|title=Ill-structured Problems and the Reference Consultation: The Librarian's Role in Developing Student Expertise|journal=[[Reference Services Review]]|volume=34|issue=3|doi=10.1108/00907320610701554|hdl=1811/48344|hdl-access=free}}

* {{cite journal|last=Janes|first=J.|year=2003|title=What is reference for?|journal=Reference Services Review|volume=31|issue=1|pages=22–25|doi=10.1108/00907320310460852}}

* {{cite journal|last=Murphy|first=S|year=2005|title=The Reference Narrative|journal=[[Reference & User Services Quarterly]]|volume=44|issue=3}}

* {{cite book|last=Nilsen|first=K|year=2005|title=Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to Physical and Virtual Reference Desks in Public and Academic Libraries|publisher=World Library and Information Congress: 71st IFLA General Conference and Council, IFLA.}}

* {{cite dictionary|editor-first=Joan M.|editor-last=Reitz|dictionary=ODLIS - Online Dictionary for Library and Information Science|article=Reference interview|year=2014|url=http://www.abc-clio.com/ODLIS/odlis_R.aspx#refinterview|access-date=12 June 2012}}

* {{cite journal|last1=Robinson|first1=R|last2=Reid|first2=P|year=2007|title=Do academic enquiry services scare students?|journal=Reference Services Review|volume=35|issue=3|pages=405–424|doi=10.1108/00907320710774283|hdl=10059/363|hdl-access=free}}

* {{cite book|last1=Ross|first1=C.|last2=Nilsen|first2=K.|last3=Dewdney|first3=P.|title=Conducting the Reference Interview: A How-To-Do-It Manual for Librarians|___location=London|publisher=Facet Publishing|year=2002}}

* {{cite book|last=Ross|first=S. R|title=Why bother with a reference interview?|year=2009|publisher=London, Facet|___location=London|pages=1–37}}

* {{cite journal|last=Ryan|first=S.|year=2008|title=Reference Transactions Analysis: The Cost-effectiveness of Staffing a Traditional Academic Reference Desk|journal=The Journal of Academic Librarianship|volume=34|issue=5|pages=389–399|doi=10.1016/j.acalib.2008.06.002}}

* {{cite journal|last1=Stormont|first1=S.|year=2007|title=Looking to Connect: Technical Challenges that Impede the Growth of Virtual Reference|journal=Reference & User Services Quarterly|volume=47|issue=2}}

{{refend}}

== Further reading ==

* Jennerich, Elaine Z. and Jennerich, Edward J. (1997). ''The Reference Interview as a Creative Art''. Westport, CT: Libraries Unlimited.

*[http://www.olc.org/ore/2intro.htm Ohio Reference Excellence]

* [[William Katz (librarian)|Katz, William A.]] (2001). ''Introduction to Reference Work, Vol. 1: Basic Information Services''. 8th Ed. New York : McGraw-Hill.

*Ranasinghe, W.M.T.D. [http://liswiki.org/wiki/Reference_interview Reference Interview] in LISWiki

* Katz, William A. (2001). ''Introduction to Reference Work, Vol. 2: Reference Services and Reference Processes''. 8th Ed. New York : McGraw-Hill.

== External links ==

*[https://oreonline.olc.org/ Ohio Reference Excellence]

*[http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral Guidelines for Behavioral Performance of Reference and Information Service Providers]

{{DEFAULTSORT:Reference Interview}}

[[Category:Library science]]

[[Category:Library resources]]

[[Category:Reference]]