Page 69 - DLIS105_REFERENCE_SOURCES_AND_SERVICES

Reference Sources and Services

Notes 6.2.3 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.

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.

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 does not match up to the information they
actually need. 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.

• User asks: “Where are the history books?”
• Actual information need: Scholarly journal articles on the impact of the stirrup on the Norman
Conquest.
In this instance, answering the stated question literally (e.g. “The history books are on the 6th floor
of the main library.”) will not satisfy the user’s information needs. More dialogues are required to
determine the underlying question.

The virtual reference interview
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, e-mail, co-browsing and instant messaging.
Uptake of virtual reference has not been as swift as some had predicted. Stormont (2007) suggests
that the complexity of virtual reference may be to blame, arguing that users want information quickly
and with the minimum of fuss. Some evidence suggests that the problem lies with poor uptake and
training among library staff.

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