MODULE 2: THE REFERENCE INTERVIEW

THE REFERENCE INTERVIEW IS THE KEY TO QUALITY REFERENCE SERVICE.

LEARNING OUTCOMES

The reference interview is crucial to the reference process. The interview establishes the patrons initial
query and allows the reference librarian to dig deeper to uncover the true information need. Interviewing is
a skill that requires understanding and practice and is always dependent upon the patron that is seeking
help.

Module 2 focuses on the art of the reference interview. In this module, you will learn:

The steps of the reference interview

How to determine what a patron needs
The difference between the in-person and virtual reference interview
The information in Module 2 is based on the RUSA Guidelines.
THE KEY TO THE REFERENCE PROCESS

This module will focus specifically on completing the reference interview. Skills and steps needed in the
reference interview include:

Listening
Paraphrasing
Asking open-ended questions
Clarifying
Verifying
Getting all the needed information (the six pieces of evidence)
Following up
Ending the interview

Listening the Most Important Part of the Reference Interview

Listening to a patron without interrupting them and then following up by asking the right questions are
necessary skills for a successful reference interview. Interrupting the patrons train of thought may cause
the patron to become unsure or insecure, ending the interview. Without that initial question, it will be
impossible to uncover the true information need and provide the best answer.

Keep in mind that there are many reasons why patrons may not state their real information need,
Persevere, be creative, and practice the techniques provided in this module. By doing so, you will have a
successful reference transaction.

Virtual Reference General Guidelines

For virtual reference in general:

Standard reference service procedures, such as reference interviewing, should prevail

Use effective interpersonal communication and recommended model behaviors
Treat online communication, including stored transcripts or records, as private and confidential
Be skilled in online communication, and be aware of the possible pitfalls of conducting a reference
interview online
Be friendly!
Type like you talk, in a conversational manner
Use the patrons name (if you know it)
Avoid yes/no responses. This could be interpreted as cold and unfriendly, just as in face-to-face
reference
Clarify confusing terminology and avoid excessive jargon. Use terminology that is understandable
to the patron
Include an explanation of your search process or strategy in your responses when possible
Send non-scripted information in small pieces, not large paragraphs, to help communication and
reduce delay time
Try to let the patron know what you are doing approximately every minute so that the patron
does not feel abandoned
 If you must be away from the transaction, send something for the patron to review or read until
you return
Try to strike a balance between speed and professionalism while adapting to the patrons comfort
level with the software
Use correct spelling, grammar, punctuation, and capitalization
Fully cite all resources quoted or used in responses

MAJOR POINT: THE REFERENCE INTERVIEW REMAINS THE SAME IN BOTH IN-PERSON
AND VIRTUAL REFERENCE AND ANSWERS THE BASIC QUESTION WHAT DOES THE
PATRON REALLY WANT TO KNOW?
PARAPHRASE THE QUESTION

Getting from the opening question to the real need.

Paraphrasing

Paraphrasing is a useful technique in the reference interview. By paraphrasing, you can repeat back what
the patron has said without adding any thoughts or questions of your own. You mirror the patrons
thoughts, showing them what the questions sound like to you. These should be statements, not questions
you do not want to sound incredulous that the person would ask such a question. The reference desk
should be a judgment-free zone.

Outcomes of Paraphrasing

1. Reassures the patron that you are listening to them

2. Gives you reassurance that you have heard the patron correctly
3. Allows the patron to correct your interpretation if necessary
4. Allows the patron to clarify or amplify their original request with more information
Examples of Paraphrasing

The patron says, I really need information on Ohio. Ive looked all over the place and havent found what I
want. I tried those books over there and they didnt help, and Im still looking. I just cant seem to find what
I need.

You can say, You need information on Ohio or Youre looking for information about Ohio.

Paraphrasing in Virtual Reference

In any type of virtual reference you must still invoke the same steps and skills of the reference process.
Because virtual reference lacks vocal intonations or inflections, paraphrasing is even more important in this
environment!

MAJOR POINT: PARAPHRASING IS A USEFUL TECHNIQUE TO DISCOVER MORE

INFORMATION
OPEN-ENDED QUESTIONS

Reference is a conversation.

Give Patrons a Chance to Tell You

Always give your patrons a chance to tell you what their questions are, rather than telling them what their
question ought to be.

Why Use Open Questions?

An open question is one that cant be answered with a simple yes or no. If you offer closed-ended
options, the patron may feel obligated or persuaded to choose one of them.

Using open-ended questions also saves you from having to know about the topic. You have to know
something about a subject to begin with to ask a leading question. With open questions, you dont have to
know anything about the subject. You can ask a simple question like, Can you tell me more about that?

Example: Closed-Ended Question

Patron: I need information on the state of Michigan.

Staff Member: Do you need this for a school report?

Patron: No.

Example: Open-Ended Question

Patron: I need information on the state of Michigan.

Staff Member: Okay, what kind of information on the state of Michigan are you looking for?

Patron: Travel books. Were taking a trip to Mount Pleasant.

In this example, the open-ended question has given the patron the opportunity to give more specific
information on their request, revealing their true information need. The closed-ended question leads to a
guessing game, which makes the transaction laborious for both of you.

Additional Examples of Ways to Ask an Open-Ended Question

Following are examples of open-ended questions. Practice using these so you will feel comfortable with
them and incorporate them into your reference interactions.

What kind of information on _________ are you looking for?

Would you tell me more about _____________?
Is there something specific about ____________ that you are looking for?
Would you explain that to me in more detail?
Can you give me an example?
What would you like to know about ______________?
When you say __________, what do you mean?
 Can you describe the kind of information you would like to find?
If I could find the perfect resource to help you, what would be in it?
Open Questions in Virtual Reference

These techniques are also valuable in virtual reference. No changes are necessary for interactions with
virtual patrons.

MAJOR POINT: OPEN-ENDED QUESTIONS ARE MORE EFFICIENT THAN CLOSED-ENDED

QUESTIONS FOR DISCOVERING A PATRONS INFORMATION NEED.

ORE Exercise

Give examples of open-ended questions that you could ask in response to the following queries:

1. I need information about World War II.

2. Do you have any material on the Czech Republic?

3. Wheres your fiction section?

CLARIFYING QUESTIONS

How to move the interview along after the open questions

Getting the Details

After paraphrasing and asking open-ended questions to find the patrons true information need, you may
need to clarify particular bits of information.

Also, use questions to refine the search query, such as:

What have you already found?

Do you need books, articles, or websites?
Do you need current or historical information?
Example: Clarifying

You and the patron have worked together through paraphrasing and open-ended questions to determine
that they need pictures of Nevada for a school presentation. Now, you need to get some clarifying details to
determine exactly what kind of pictures are needed.

Clarifying questions in this instance might include:

Do you need photos or are drawings okay?

Do you need specific landmarks or time periods?
Do you need the photos in black and white or color?
Do you need these printed or in a digital format? If digital, which format works best for you?
Clarifying Questions in Virtual Reference

Clarifying questions are also part of the reference interview during virtual reference sessions. They may be
even more vital in this situation, because you want to be sure that you are understanding the patron clearly
and giving the patron exactly what is needed.

MAJOR POINT: CLARIFYING MAY BE NECESSARY AT SOME POINT IN THE REFERENCE

INTERVIEW TO CLEAR UP SPECIFIC ASPECTS OF A PATRONS REQUEST.
ORE Exercise

How would you clarify the patrons request in the following examples?

1. Do you have any foreign language films?

2. Can I get an article?

3. Where are your psychology books?

VERIFYING QUESTIONS

Be sure you have it right before starting a search.

Check one last time

You can verify information needs by restating the question and asking if you have the request correct. This
important step can save you time searching by ensuring you are not looking for information that the patron
does not need.

Examples

This last check insures that both you and your patron understand the specific information needs. Examples
of language that can be used for this include:

What you need is a recipe for tomato sauce that will serve 400 people, right?
Am I correct that you are looking for books about Marxist theory?
So then, you need three or four articles on Surrealist art for your paper due at the end of the
semester. Is that what you need?
What you are specifically looking for, then, is the Hispanic population of the United States at the
last census, broken down by gender. Is that correct?
Verifying Questions in Virtual Reference

The principles of verification are also applicable in virtual reference.

MAJOR POINT: VERIFY THE SPECIFIC QUESTION WITH THE PATRON BEFORE BEGINNING
THE SEARCH.
THE SIX PIECES OF EVIDENCE

The information you should get from a successful reference interview

The Result of a Successful Interview

At the conclusion of a good reference interview, you should have five pieces of evidence:

1. Purpose
2. Deadline
3. Type and Amount
4. Who
5. Where (when pertinent)
You can use the skills from the previous pages (listening, open-ended questions, paraphrasing, clarifying,
and verifying) to prompt patrons for this information efficiently and effectively. You may have to ask for
some of the information directly (e.g., deadline), but most of this information will come out naturally
during the reference interview.

Below are explanations for each piece of evidence:

Purpose

Some questions necessitate that you know the purpose

o E.g.: Material needed about Cuba for a research paper on Cuba can be very different
than information needed for travel to Cuba.
Some questions are sensitive in nature; use your judgement as to how far to probe for the
purpose.

Deadline

Is there a date after which the information is no longer useful to the patron?
o E.g.: Due in two days versus due in two months
Be sure to reiterate that the library strives to get information to patrons as soon as possible and
then repeat your request for a specific time frame. A specific date is helpful for you and for a
back-up reference service, if appropriate.

Type and Amount

How much information is needed?

In what form will it be most useful?

Who

How knowledgeable is the patron on this subject?

Is the patron an expert or beginner?
What information does the patron already have?
 Is the person who needs the information the person with whom youre interacting, or are they
seeking the information on behalf of another (e.g., parent, spouse, roommate, group partner,
etc.)?

Where

Where did the patron hear about the requested information? (of, e.g., a new title or a persons
name)
What is the source?
What prompted the question?

After finding out these five pieces of evidence above, you should be able to obtain the sixth piece of
information: the basic question the patron is trying to ask.

Pieces of Evidence in Virtual Reference

The six pieces of evidence are also important in virtual reference. No changes are necessary for interactions
with virtual patrons.

MAJOR POINT: USE YOUR REFERENCE INTERVIEWING SKILLS TO GET TO THE BASIC
QUESTION AND GATHER THE FIVE PIECES OF EVIDENCE.
FOLLOW-UP QUESTIONS

Follow-up questions, ending the interview

When You Think Youre Done

After you think you have answered a patrons question, always ask a follow-up question, such as:

Does this completely answer your question?

Do you have everything you need?
Is there anything else I can help you find?
Doing this crucial step will improve your success rate in filling patrons information needs. Follow-up
questions ensure that you have really provided what the patron wanted, and invites the patron to extend
the reference transaction if need be.

Ending the Interview

If the answer to your follow-up question is YES, I have everything I need,

o Congratulations! You can be confident that you have fulfilled their need. Thank the patron
for their question and prepare for your next session.
If the answer to your follow-up question is NO, I still need more help,
o Option 1: Clarify what is missing and see if it can be found
o Option 2: Offer to continue working on the question and contact the patron later
o Option 3: Offer a referral (see Module 4 for more information)
o Option 4: Inform the patron that you have exhausted all available resources.
Follow-Up and Ending the Interview in Virtual Reference

The Virtual Reference Desk Project recommends these follow-up procedures as part of quality digital
reference:

1. Capture important information such as the users age or grade level, other sources checked, and
contact information through web-based query forms or other interactive communication tools,
without compromising user privacy.
2. Provide opportunities for clarification of user questions through follow-up email messages or
conversations using interactive communications tools.
3. Incorporate a follow-up method, such as assigning tracking numbers to questions, in order to
identify related messages
4. Offer real-time reference interviews or very thorough web forms to gather as much information as
possible without compromising user privacy.
5. Allow users the ability to return to a service for further information to clarify a question if the
answer is insufficient within the policy guidelines of each service.
6. Link related question-answer sets using a common protocol to identify related messages to
facilitate follow-up
[A. Kasowitz, B. Bennett, R.D. Lankes, Quality Standards for Digital Reference Consortia, Reference & User
Services Quarterly, vol. 39, no. 4, Summer 2000, pp. 355-63]

MAJOR POINT: THE ONLY WAY TO BE SURE YOUVE MET THE NEED IS TO ASK.
OER Exercise

1. In addition to the examples given, think of at least two more ways to say do you have everything
you need? that you would be comfortable using as a follow-up question at the end of a reference
interview.

2. What is the purpose of follow-up questions?

RECAP

The Reference Interview

What Have You Learned: A Recap

The Steps of the Reference Process

o Listening
The reference interview is a means of determining information needs
Major Point: The reference interview answers the basic question: What does the
patron really want to know?
o Paraphrasing
Begin the interview by repeating the patrons opening question to let them know
you are listening and correctly understand the question.
Major Point: Paraphrasing is a useful technique to discover more information.
o Open Questions
Continue the interview by asking open-ended questions that cant be answered by
yes or no to encourage the patron to tell you more about the question. That way
you dont have to guess.
Major Point: Open-ended questions are more efficient than closed-ended
questions for discovering a patrons information need.
o Clarifying
Ask clarifying questions to get a particular bit of information.
Major Point: Clarifying may be necessary at some point in the reference interview
to clear up specific aspects of a patrons request
o Verifying
When you think you have the question clearly in mind and are ready to search for
the answer, check one last time before searching to verify you have the patrons
real question.
Major Point: Verify the specific question with the patron before beginning the
search.
o Six Pieces of Evidence
The goal of the reference interview questions is to discover Purpose, Deadline,
Type and Amount, Who, Where, and the Basic Question.
Major Point: What does the patron really want to know? If you dont understand,
ask! Use your reference interviewing skills to get to the basic question.
o Follow-Up and Ending the Interview
At the end of the reference interview dont assume youve answered the question.
Always ask a follow up question such as Does this completely answer your
question? If you cant quickly find information for the patron, refer them or let
them know you will continue working and when you will get back to them.
Major Point: The only way to be sure youve met the need is to ask. Bring each
reference interview to an appropriate close: Dont say No. Instead, think Yes!
MODULE 2 QUIZ
1. Identify the reference interview skills that correspond to the statements below.
_________________ Patron says, I need information on pets. You say, Okay, youre looking for
information about dogs, cats, or other types of pets.

_________________ Patron says I need information on dogs. You say, Okay. What would you like
to know about dogs?

_________________ Patron says, I need pictures of dogs for a research paper. You say, Do you
know need pictures of specific breeds of dogs?

_________________ Patron says, I need information on poodles. You say, Am I correct that you
need pictures of different types of poodles for your research paper?

2. Why is it important to use the reference interview instead of just answering questions?

3. List and describe the pieces of evidence.

4. Use your reference interview skills. List the types of questions you would ask the patron.

a. Do you have stuff on the copperbelly water snake?

b. I need help with filling out my FAFSA.

c. Do you have any books about elementary-aged kids?

 d. Where can I find my professors phone number?

e. Wheres the philosophy section?

5. Read the example below. Keep in mind the patrons real information need was for Bob Villas
address.
I was working near the information desk when I heard someone ask the student at the desk if the
library had any copies of Bib Vilas books on the shelves. The student immediately checked the
computer, went to go check the shelf, and was gone for several minutes. When the student came
back, they told the person that there were no books on the shelf, but that they could look them up
in OhioLINK or SearchOhio and help them request the books they wanted.

What type of question could have been used to get the real information need?