Special Topics: Conducting a Successful Reference Interview

Reference work is considered “both an art and a science requiring both responsiveness to the individual user and a structure within which to work” (Cassell & Hiremath, 2013, p. 15). It is a way for the library user to seek and understand information, and the library staff member to understand the user’s question so they may seek and find an answer (The Reference Interview).  A reference interview can be conducted in a variety of ways which may include: in-person, chat, instant messaging, email, SMS/text, and telephone.  For my paper, I focused on the in-person reference service and how a successful in-person reference interview should be conducted. 

In 2009, Reference and Adult Services (RUSA) created a set of behavioral guidelines for reference and information services (Guidelines for Behavioral Performance, 2008).  It is important to note that these guidelines were written to serve adult patrons.  The Young Adult Library Services Association (YALSA) had created their own set of guidelines for teens.  The purpose of these guidelines to help librarians conduct reference interviews.  There are five main areas that RUSA identifies in order to conduct a positive reference interview.  These areas include: visibility/approachability, interest, listening/inquiring, searching, and follow-up (Guidelines for Behavioral Performance, 2008).  Each of the five areas include general guidelines.  These guidelines emphasize the need for good communication skills, no matter the form in which they are asked. 

The reference interview is composed of six parts.  These parts include: establishing rapport with the user, negotiating the question, searching and sharing what was found, locating information and evaluating it, following up, and closing the interview.  Of these parts of the reference interview.  The RUSA guidelines should be integrated into these parts of the reference interview for it to be successful.

References

Cassell, K. A., & Hiremath, U. (2013). Reference and information services: an introduction (3^rd

ed.). London: Facet Publishing.

The Reference Interview. (n.d.). Retrieved March 06, 2017, from

http://www.library.illinois.edu/training/resources/graduate_assistants/trainingmanual_fall2012/refinterview.html

Ross, C. S., Nilsen, K., & Dewdney, P. (2009). Conducting the reference interview: a how-to-do

it manual for librarians. London: Neal-Schuman Pub.

"Guidelines for Behavioral Performance of Reference and Information Service Providers.

(2008). Retrieved March 06, 20017 from http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral