Revision as of 23:01, 23 September 2011 edit RjwilmsiBot (talk \| contribs) Bots, Pending changes reviewers 1,602,950 edits m →Did you know? (A few interesting facts about Librarians and the reference interview): fixing page range dashes using AWB (7840) ← Previous edit		Revision as of 08:15, 27 October 2011 edit undo Erianna (talk \| contribs) Extended confirmed users 12,471 edits No edit summary Next edit →
Line 20: ==Reference interview techniques== The purpose behind the reference interview structure is to ensure that the library ~~user’s~~user's [[information need]] is satisfied. The librarian can use a number of interview techniques to help identify the ~~user’s~~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: 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> 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 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> ==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~~user's reference question ~~doesn’t~~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. Many of the techniques used in the reference interview are geared towards developing a badly-formed query until a sense of the ~~user’s~~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=== Line 44 ⟶ 42: As libraries have begun to adopt technology into their operations, the idea of the virtual reference interview has come to light. Virtual reference is a reference service initiated electronically, often in real-time. The user and librarian do not meet face-to-face. Virtual reference services can be conducted, for example, in internet chat, videoconferencing, email, [[cobrowsing]] and [[instant messaging]]. Uptake of virtual reference has not been as swift as some had predicted. ~~Stormont (2007) suggests that the~~The complexity of virtual reference may be to blame, ~~arguing that~~as users want information quickly and with the minimum of fuss.<ref>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>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 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~~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~~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.▼ ~~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. == See also == [[Reference scenarios]] [[Library reference desk]] [http://www.ala.org/ala/rusa/protools/referenceguide/guidelinesbehavioral.cfm Guidelines for Behavioral Performance of Reference and Information Service Providers]▼ == References == {{reflist}} == ~~Further~~External ~~reading~~links == [http://www.olc.org/ore/2intro.htm Ohio Reference Excellence] Ranasinghe, W.M.T.D. [http://liswiki.org/wiki/Reference_interview Reference Interview] in LISWiki ▲[http://www.ala.org/ala/rusa/protools/referenceguide/guidelinesbehavioral.cfm Guidelines for Behavioral Performance of Reference and Information Service Providers] [[Category:Library science]]

Reference interview: Difference between revisions