Paraphrasing

How would you paraphrase the following questions?

a. Do you have the owner's manual for this model washing machine? Mine needs repair.

b. I'd like to get some ideas on building a chair.

Open Questions

Give examples of open questions that you could ask in response to the following queries:

a. I need information on a '57 Chevy.

b. Do you have any material on Turkey?

c. Where's the small business section?

Clarifying

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

a. Do you have sex education videos for kids?

b. How can I get this article?

c. Where are the books for the fourth graders?

6 pieces evidence

Examine the example below of a reference worksheet or use your library's reference worksheet.

1. Describe how the worksheet below can help you gather the 6 pieces of evidence.
2. What would you personally add to the worksheet to help you remember to get all the information?

Follow-up

1. In addition to the examples given, think of at least two more ways to say "do you have everything you need?" that you would be comfortable using as a follow-up question at the end of a reference interview.

2. Observe staff in your library and write down at least three of the follow-up questions you hear them use.

Ending

1. No reference interview is complete without an ending. What words can be used to end a reference interview?

2. What is the purpose of this ending?

DEADLINE: Date after which no longer needed. If there is a deadline, give reason. Be specific. ALL our questions are answered "as soon as possible," so any question with that as the deadline may be treated as if no deadline were given.

BASIC QUESTION: Use as much room as needed. Use back and extra pages if needed. Please be wordy. You can't imagine how hard it is to answer a "one line" question. It is generally NOT a good idea to have the patron fill in the form. Remember that you should have learned the answers to these questions by using good reference interview techniques, such as open questioning.

REASON: Purpose to which information will be put helps us determine type of material to send.

PATRON LEVEL: Who is the patron; e.g., adult, professional? Level of material which can be used. Please don't just underline "adult." Tell a little about the person and their level of expertise IN THIS SUBJECT.

PATRON SOURCE: Where did the patron hear of this? Please be as specific as possible. What prompted the question?

SOURCES CHECKED: What have the librarian and patron already looked at? Includes books and indexes checked with dates and subject headings. If you've checked 50 books on a subject, you don't have to list them all. But have a general idea and note the major ones, so the staff who work on your question do not waste time repeating work you've already done. If you don't list Readers' Guide, for example, the staff may have to go through it again.

DATE REFERRED:                                                    COMPLETED DATE: