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Module Module 2
Interview
Introduction 2
Interview defined
Paraphrase
Open questions
Clarify
Verify
6 pieces of evidence
Remote
Follow-up, Ending
Review 2
Quiz 2
Answer 2
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Clarifying Questions

Moving the interview along after the opening questions.

Getting the Details

     Clarifying is a technique you can use when you are further along in the reference interview. Remember, you begin the interview with paraphrasing and open questions. But you may need to clarify a point by asking for a particular bit of information.

     For example, you may have discovered that the patron wants pictures of Nevada for a presentation. Before you proceed, you need to find out whether they need color or black and white and whether the patron needs slides, video, or print pictures. You can get to that information most effectively by using a clarifying question specifically asking for a particular bit of information.

    Remember to use clarifying questions later in the reference interview process and only when needed to nail down a particular point.

Do you clarify questions in virtual reference situations?

     Clarifying questions is part of the reference interview during remote reference sessions. Suggested examples for virtual interview questioning in chat sessions:

  • Clarify the information need. Allow the patron to fully explain his/her information need before responding.
  • Use open-ended questioning techniques to encourage the patron to expand on the request, e.g. "Please tell me more about your topic." or "What additional information can you give me?" or "How much information do you need?"
  • Use questions to refine the search query. E.g. "What have you already found?" or "What type of information do you need (books, articles, etc.)?" or "Do you need current or historical information?"
[IFLA Digital Reference Guidelines]

Major Point: Clarifying may be necessary at some point in the reference interview to clear up specific aspects of a patron's request.

 

Exercise

How would you clarify the patron's request in the following examples?

  1. Do you have sex education videos for kids?
  2. How can I get this article?
  3. Where are the books for the fourth graders?

Answer Key

 

Next!
Verifying questions

  

 

Use clarifying questions later in the reference interview to get a particular bit of information.

Ohio Libraries

Preble County District Library Genealogy Room

"Do you need the information for all states or just Ohio?" Clarifying the question at Preble County Room (Genealogy Department) at Preble County District Library.

Ohio Questions

Examples of Clarifying Questions

The latest statistic here is 1993. Is that current enough, or do you need more recent figures?

Do you need the addresses of computer manufacturers for personal computers or all computers?

Would you prefer the opera on a phonograph record, audio cassette, compact disc, or video?

Does that picture need to be in color, or will black and white do?
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