Reference interview: Difference between revisions

Revision as of 21:56, 29 March 2021

Revision as of 16:22, 29 October 2022

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==Definition==

Bopp & Smith (1995) defines 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".{{sfnp|Bopp|Smith|1995|p=37}}

According to ODLIS, the reference interview is "the interpersonal communication that occurs between a reference librarian and a library user to determine the person's specific 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".{{sfnp|Reitz|2014}}

Stephen Abram finds the library as conversation a vital component to the profession. In regards to the reference question, "Our 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 |publisher=Lucidea |access-date=17 April 2019}}</ref>

== Parts of a reference interview ==

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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.{{sfnp|Nilsen|2005|p=3}}

Librarians use many techniques to help identify a user’suser'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.{{sfnp|Nilsen|2005|p=6}}

==Forming the query==

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.{{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.

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.{{sfnp|Murphy|2005|pp=247-252}}

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{{main| Digital reference}}

Digital reference is a reference service initiated electronically, often in real-time. The initial meeting between a patron and librarian is not face-to-face, though queries mutate and may later take place at a physical reference desk. Virtual reference services can be conducted in internet chat, videoconferencing, email, [[cobrowsing|co-browsing]] and [[instant messaging]]. Unlike the in person reference interview, digital reference might not be a synchronous pursuit.

Initial uptake of virtual reference was not as swift as some had predicted. The complexity of virtual reference may have partly been to blame, as users want information quickly and with the minimum of fuss.{{sfnp|Stormont|2007|p=119}} Some evidence suggested that the problem lies with poor uptake and training among library staff.{{sfnp|Nilsen|2005|p=8}}