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G
UIDELINES OF THE SUCCESSFUL REFERENCE INTERVIEW
FROM AMERICAN LIBRARY ASSOCIATION
GUIDELINES TO A SUCCESSFUL REFERENCE INTERVIEW
The five main areas to the reference interview are
1. Approachability,
2. Interest,
3. Listening/Inquiring,
4. Searching, and
5. Follow Up.
Within these steps there are three distinct categories. They are:
General
Guidelines that can be applied in any type of reference interaction, including
both in person and remote transactions.
In Person
Additional guidelines that are specific to face-to-face encounters, and make the
most sense in this context.
Remote
Additional guidelines that are specific to reference encounters by telephone,
email, chat, etc., where traditional visual and non-verbal cues do not exist.
Some of the original Guidelines have also been rewritten to make the service
ideal they convey apply more generally. The goal of this document's revision has
been to create a conceptual framework and service ethic with which reference
professionals can consider all patron reference interactions, and help establish a
service standard for their institution.
Following the Guidelines of the Reference Interview can help researchers articulate
what information is needed
Note: The term librarian in this document applies to all who provide reference and
informational services directly to library users.
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1.0 APPROACHABILITY
In order to have a successful reference transaction, patrons must be able to identify that
a reference librarian is available to provide assistance and also must feel comfortable in
going to that person for help. In remote environments, this also means placing contact
information for chat, email, telephone, and other services in prominent locations, to
make them obvious and welcoming to patrons. Approachability behaviors, such as the
initial verbal and non-verbal responses of the librarian, will set the tone for the entire
communication process, and will influence the depth and level of interaction between
the staff and the patrons. At this stage in the process, the behaviors exhibited by the
staff member should serve to welcome the patrons and to place them at ease. The
librarian's role in the communications process is to make the patrons feel comfortable in
a situation that may be perceived as intimidating, risky, confusing, and overwhelming.
To be approachable, the librarian:
General
1.1 Establishes a "reference presence" wherever patrons look for it. This includes
having Reference Services in a highly visible location and using proper signage (both in
the library and on the library's Web site) to indicate the location, hours, and availability
of in-person and remote help or assistance.
1.2 Is poised and ready to engage approaching patrons. The librarian is aware of the
need to stop all other activities when patrons approach and focus attention on the
patrons' needs.
1.3 Acknowledges others waiting for service.
1.3.1 Employs a system of question triage to identify what types of questions the
patrons have when more than two patrons are waiting. Frequently asked questions,
brief informational questions, directional questions, and referrals can be answered
quickly, allowing more time to devote to in-depth reference questions.
In Person
1.4 Establishes initial eye contact with patrons, and acknowledges the presence of
patrons through smiling and attentive and welcoming body language.
1.5 Acknowledges patrons through the use of a friendly greeting to initiate
conversation, and by standing up, moving forward, or moving closer to them.
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1.6 Remains visible to patrons as much as possible.
1.7 Roves through the reference area offering assistance whenever possible. Librarians
should make themselves available to patrons by offering assistance at their point-of-
need rather than waiting for patrons to come to the reference desk. To rove successfully,
the librarian should:
1.7.1 Be mobile. Get the patrons started on the initial steps of their search, then move
on to other patrons.
1.7.2 Address the patrons before addressing their computer screen. Patrons are more
likely to confide in librarians and discuss their needs if they do not perceive the
librarians as "policing" the area.
1.7.3 Approach patrons and offer assistance with lines such as, "Are you finding what
you need?" "Can I help you with anything?" or "How is your search going?"
1.7.4 Check back on the patron’s progress after helping them start a search.
1.7.5 If the reference desk has been left unattended, check back periodically to see if
there are patrons waiting for assistance there.
Remote
1.8 Should provide prominent, jargon-free links to all forms of reference services from
the home page of the library's Web site, and throughout the site wherever research
assistance may be sought out. The Web should be used to make reference services easy
to find and convenient.
2.0 INTEREST
A successful librarian must demonstrate a high degree of interest in the reference
transaction. While not every query will contain stimulating intellectual challenges, the
librarian should be interested in each patron's informational need and should be
committed to providing the most effective assistance. Librarians who demonstrate a
high level of interest in the inquiries of their patrons will generate a higher level of
satisfaction among users.
To demonstrate interest, the librarian:
General
2.1 Faces the patron when speaking and listening.
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2.2 Focuses attention on the patrons.
In Person
2.3 Faces patrons when speaking and listening.
2.4 Maintains or re-establishes eye contact with patrons throughout the transaction.
2.5 Signals an understanding of patrons’ needs through verbal or non-verbal
confirmation, such as nodding of the head or brief comments or questions.
Remote
2.6 Maintains or re-establishes "word contact" with the patron in text-based
environments by sending written or prepared prompts, etc., to convey interest in the
patron's question.
2.7 Acknowledges user email questions in a timely manner.
2.8 States question-answering procedures and policies clearly in an accessible place on
the Web. This should indicate question scope, types of answers provided, and expected
turnaround time.
3.0 LISTENING/INQUIRING.
The reference interview is the heart of the reference transaction and is crucial to the
success of the process. The librarian must be effective in identifying the patron's
information needs and must do so in a manner that keeps patrons at ease. Strong
listening and questioning skills are necessary for a positive interaction. As a good
communicator, the librarian:
General
3.1 Communicates in a receptive, cordial, and encouraging manner.
3.2 Uses a tone of voice and/or written language appropriate to the nature of the
transaction.
3.3 Allows the patrons to state fully their information need in their own words before
responding.
3.4 Identifies the goals or objectives of the user’s research, when appropriate.
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3.5 Rephrases the question or request and asks for confirmation to ensure that it is
understood.
3.6 Seeks to clarify confusing terminology and avoids excessive jargon.
3.7 Uses open-ended questioning techniques to encourage patrons to expand on the
request or present additional information. Some examples of such questions include:
Please tell me more about your topic.
What additional information can you give me?
How much information do you need?
3.8 Uses closed and/or clarifying questions to refine the search query. Some examples
of clarifying questions are:
What have you already found?
What type of information do you need (books, articles, etc.)?
Do you need current or historical information?
3.9 Maintains objectivity and does not interject value judgments about subject matter
or the nature of the question into the transaction.
Remote
3.10 Uses reference interviews or Web forms to gather as much information as
possible without compromising user privacy.
4.0 SEARCHING
The search process is the portion of the transaction in which behavior and accuracy
intersect. Without an effective search, not only is the desired information unlikely to be
found, but patrons may become discouraged as well. Yet many of the aspects of
searching that lead to accurate results are still dependent on the behavior of the
librarian.
As an effective searcher, the librarian:
General
4.1 Finds out what patrons have already tried, and encourages patrons to contribute
ideas.
4.2 Constructs a competent and complete search strategy. This involves:
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Selecting search terms that are most related to the information desired.
Verifying spelling and other possible factual errors in the original query.
Identifying sources appropriate to the patron's need that have the highest
probability of containing information relevant to the patron's query.
4.3 Explains the search strategy and sequence to the patrons, as well as the sources to
be used.
4.4 Attempts to conduct the search within the patrons’ allotted time frame.
4.5 Explains how to use sources when appropriate.
4.6 Works with the patrons to narrow or broaden the topic when too little or too much
information is identified.
4.7 Asks the patron if additional information is needed after an initial result is found.
4.8 Recognizes when to refer patrons to a more appropriate guide, database, library,
librarian, or other resource.
4.9 Offers pointers, detailed search paths (including complete URLs), and names of
resources used to find the answer, so that patrons can learn to answer similar questions
on their own.
In Person
4.10 Accompanies the patrons in the search (at least in the initial stages of the search
process).
Remote
4.11 Uses appropriate technology (such as co-browsing, scanning, faxing, etc.) to help
guide patrons through library resources, when possible.
5.0 FOLLOW-UP
The reference transaction does not end when the librarian leaves the patrons. The
librarian is responsible for determining if the patrons are satisfied with the results of the
search, and is also responsible for referring the patrons to other sources, even when
those sources are not available in the local library.
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For successful follow-up, the librarian:
General
5.1 Asks patrons if their questions have been completely answered.
5.2 Encourages the patrons to return if they have further questions by making a
statement such as “If you don’t find what you are looking for, please come back and
we’ll try something else.”
5.3 Roving (see 1.7) is an excellent technique for follow-up.
5.4 Consults other librarians or experts in the field when additional subject expertise is
needed.
5.5 Makes patrons aware of other appropriate reference services (email, etc.).
5.6 Makes arrangements, when appropriate, with the patrons to research a question
even after the reference transaction has been completed.
5.7 Refers the patrons to other sources or institutions when the query cannot be
answered to the satisfaction of the patron.
5.8 Facilitates the process of referring patrons to another library or information agency
through activities such as calling ahead, providing direction and instructions, and
providing the library and the patrons with as much information as possible about the
amount of information required, and sources already consulted.
5.9 Takes care not to end the reference interview prematurely.
Remote
5.9 Suggests that the patrons visit or call the library when appropriate.
