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{{short description|Clarifying a library user's request}}
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 his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources.
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==Reference interview techniques==
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}}
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==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}}
==The
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==Library users and reference services==
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.{{sfnp|Nilsen|2005|p=3}} 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 publicizing their services and reducing the stigma of asking for help.{{sfnp|Robinson|Reid|2007|pp=405-424}}
==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.{{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, so they also require the services of professionals who are able to provide help in this environment.{{sfnp|Janes|2003|pp=22-25}} If this proves to be the case, it will become more vital that the reference interview be 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.
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