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

The Reference Interview

What Have You Learned?

     The reference interview is a critical part of the reference process. The reference interview determines what information library users need. Interview skills require understanding and practice of paraphrasing, asking open questions, clarifying, verifying, and gathering the Six Pieces of Evidence: Purpose, Deadline, Type and Amount, Who, Where, and the Basic Question (What does the patron really want to know?). 

     At the end of the reference interview don't assume you've answered the question, always ask a follow-up question such as "Does this completely answer your question?"

Do the following to review:

  • Review the Answer Key.
  • Review the following main points of Module 2.
  • Use the links to go back to any page you want to look at again.

Interview defined

     There are four basic steps in the reference process - outreach, determining needs, filling needs, and follow-up. The Reference Interview is a means of determining information needs.
     Major Point: The reference interview answers the basic question: what does the patron really want to know?

Paraphrase

     Begin the interview by repeating the patron's opening question to let them know you are listening and correctly understand the question.
     Major Point: Paraphrasing is a useful technique to discover more information.

Open questions

     Continue the interview by asking open questions that can't be answered by yes or no to encourage the patron to tell you more about the question. That way you don't have to guess.
     Major Point: Open questions are more efficient than closed questions for discovering a patron's information need.

Clarify

     Ask clarifying questions to get a particular bit of information.
     Major Point: Clarifying may be necessary at some point in the reference interview to clear up specific aspects of a patron's request.

Verify

     When you think you have the question clearly in mind and are ready to search for the answer, check one last time before searching to verify you have the patron's real question.
     Major Point: Verify the specific question with the patron before beginning the search.

6 pieces evidence

     The goal of the reference interview questions is to discover Purpose, Deadline, Type and Amount, Who, Where, and The Basic Question.
     Major Point: What does the patron really want to know? If you don't understand, ask! Use your reference interviewing skills to get to the basic question.

Remote Services, Virtual Reference, Chat

     Although remote or virtual reference requires many of the same interviewing skills you have learned in this module, the physical requirements and the nature of the virtual environment will require mastering the skills of interviewing with remote services software.
     Major Point: Remote reference services require using the reference process and following standard reference interviewing steps, without seeing or hearing the patron.

Follow-up and Ending interview

     At the end of the reference interview don't assume you've answered the question, always ask a follow-up question such as "Does this completely answer your question?" If you can't immediately find information for the patron, refer them or let them know you will continue working and when you will get back to them.
     Major Point:  The only way to be sure you've met the need is to ask. Bring each reference interview to an appropriate close: Don't Say No. Think Yes!

The reference interview answers the basic question: what does the patron really want to know?

Next!
Quiz for Module 2

What to do when you finish the quiz...

When you have completed the exercises and quiz for this module, take them to your supervisor.

After your supervisor approves your work, you may print a Certificate of Achievement for the module for your supervisor and library director to sign.

Congratulations! You are part of quality reference service in Ohio!

Please fill out and submit the evaluation form to OLC.

Thanks!

  

 

 

 

Remember

The reference interview is the key to quality reference service.
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