Transcript ppt - Infopeople

Reference Interview Skills for
Academic Libraries
Instructor:
Dave Tyckoson
[email protected]
An Infopeople Workshop
Winter 2007/2008
Workshop Overview
• Why reference interview?
– behavioral guidelines
• Approachability
• Communication issues
– verbal
– nonverbal
• Tips and techniques for success
Reference Interview Skills for Academic Library Staff
Academic Community
• Students
– undergraduate
– graduate
• Faculty
• Staff/Administration
• Alumni
• Unaffiliated users
Reference Interview Skills for Academic Library Staff
Evaluation Methods
• Unobtrusive
– 55% rule
• Obtrusive
• Willingness to Return
• Wisconsin-Ohio Reference Evaluation
Program (WOREP)
– worep.library.kent.edu/
Reference Interview Skills for Academic Library Staff
ALA/RUSA Behavioral Guidelines
www.ala.org/ala/rusa/rusaprotools/
referenceguide/guidelinesbehavioral.cfm
Reference Interview Skills for Academic Library Staff
Behavioral Guidelines
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Approachability
Interest
Listening/Inquiring
Searching
Follow-up
Reference Interview Skills for Academic Library Staff
Approachability Hierarchy
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Approachable Behaviors (% Selected)
Standing and Eye Contact 90%
Helping Another Patron
12%
Standing and Writing
11%
Sitting and Eye Contact
10%
Using the Computer
10%
Reading
5%
Talking on the Phone
1%
Reference Interview Skills for Academic Library Staff
Remote Approachability
Is your phone tree easily navigable?
Can your users find your service?
Reference Interview Skills for Academic Library Staff
Telephone Reference
• Serving remote users since the 1920s
• More limited application than in-person
reference
• Barriers
– Telephone trees
– Voice mail
• Answer the damn phone!
Reference Interview Skills for Academic Library Staff
Online Approachability
Reference Interview Skills for Academic Library Staff
Verbal Communication
• Words
• Tone
• Listening and questioning skills
Reference Interview Skills for Academic Library Staff
Reassuring Statements
• Reassuring statements
– Let the patron know that they have come to
the right place
• Yes, we have that kind of information.
• Sure, we have academic journals.
Reference Interview Skills for Academic Library Staff
Open-ended Questions
• Open-ended questions
– Broaden the search
– Gather more information
• Can you tell me more about your topic?
• What about [insert subject here] would
you like to find?
Reference Interview Skills for Academic Library Staff
Closed-ended Questions
• Closed-ended questions
– Narrow the search
– Specify limits to the search
• Do you want books or journals?
• Is this for an assignment?
• Do you want current or historical data?
Reference Interview Skills for Academic Library Staff
Neutral Questions
• Neutral questioning
– Avoid judgmental statements
• What do you want that for?
• Have you looked in the catalog?
• Why do you want that information?
Reference Interview Skills for Academic Library Staff
Restating the Question
• Restatement of the search query
– Reflect back to the patron
– Ensures good communication
• So you are looking for the effect of abc
on xyz during the twentieth century. Is
that correct?
Reference Interview Skills for Academic Library Staff
Nonverbal Communication
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Facial expressions
Gestures
Posture
Confidence/hesitancy
Accompanying materials
Belonging to the community
Reference Interview Skills for Academic Library Staff
Follow-up
• Go back to your users
• Acknowledge the users
• Ask if they are satisfied
Reference Interview Skills for Academic Library Staff
Roving Reference
• Go where the users are
• Walk around
• Reach out electronically
Reference Interview Skills for Academic Library Staff
Chat/Instant Messenger
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Use frequent short communication
Be aware of computer problems
“Push” as little as possible
Pick up the phone when necessary
Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Involve the user
– Engage the user
– Reference is a dialog
– Discussion, not interrogation
Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Get off your butt
(or out of the chat box)
• Take the user to the source
• Roving reference
• Provide the service where the users are
Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Instruct and assist
– Be part of the learning process
– Show the user how to search
– Explain the tools that you use
• Don’t feed the user a fish, but teach the
user to fish
Reference Interview Skills for Academic Library Staff
Tips and Techniques
• Follow up whenever possible
– Ask if they have found what they wanted
– Suggest additional sources/search terms
– Acknowledge that you helped them
• Follow-up has the highest correlation to
positive patron satisfaction
Reference Interview Skills for Academic Library Staff