We have a choice to "give 'em the fish" or teach them to fish. It's our job to find the line between what they need and what they can do for themselves. Check in with the patron as you go and make sure you are still addressing the question they want answered. Whenever possible, have them do the majority of the work with only guidance from you. This is like showing them how to use our Reserve system - show them once, show them twice if you like, but then encourage them to try searching on their own with the tools you have introduced to them!
Be aware that the question they are asking may not, indeed, be the question they mean.
For example, asking for "something about tree frogs" may mean
In each example, they are looking for different types of answers and resources! It's up to you to help them get to the heart of their true question!
A proper reference interview will include a mix of open and closed questions.
Closed-ended:
We prefer Open-ended:
The reference interview is core to assisting a person to the right resource! We often call this first step at the Information Desk the "triage stage." Just like in an emergency, where you have to sort what you can handle, what you need someone trained in first aid for, and what you need a doctor for - the interview will determine the best way to help someone!
You may not be the person who provides the final answer, but getting them to the right person is JUST as important!
The American Library Association (ALA) created several documents to assist librarians. These can also be used to help determine the right course of action and behavior.
RUSA is the Reference and User Services Association, under ALA.
The reference interview is taking the person's general ask and getting down into the heart of what they really want. We want everyone at the Information Desk to be aware of how to do this. Seniors will be handling this to begin with, followed by those in training to be seniors, and then the newer folks will be learning as you advance in your training. As a new hire, you should pass this responsibility up the chain!
As you do the interview, we expect you will write down the information. This prevents a librarian from needing to repeat the questions - our goal is to get the person the help they need as fast as we can. Writing it down will help the person who takes the next step! Follow the worksheet, and don't forget to record the original "ask" from the patron somewhere at the top of the page.
Organizing the Topic into bubbles is another way to do this (document just below).
This worksheet helps narrow down the patron's topic.
Once you have the interview question of "what about <the topic>?" and find they are looking to go deeper (and there isn't a librarian available), pull this sheet out IMMEDIATELY.
How to use:
Note: You are expected to go out to at LEAST the third row of bubbles to get a decent set of keywords. Here's an example of how to ask about things and map them out.
We will expect everyone to go through some measure of role play and written examples to show us you understand how to do it and what we want you to do. We will be using the RUSA guidelines posted above, but even more specifically spelled out at this link.
The sheet we will be using to evaluate this particular skill is
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