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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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Follow-up Questions, Ending the Interview

Don't assume you've answered the question!

When You Think You're Done!

      After you think you have answered a patron's question, always ask a follow-up question such as:

  • "Does this completely answer your question?"
  • "Do you have everything you need?"
  • "Is there anything else I can help you find?"

     Asking the patron  if they have everything they need will improve your success rate in filling information needs. Follow-up questions insure you have really provided what the patron wanted. If the patron answers yes, you can be confident you have done your job successfully.

     You may phrase it differently, but you need to offer your patron the chance to tell you that the information was not just what was wanted. Reference studies have shown that library workers who ask the specific follow-up question, "Does this completely answer your question?" meet their patrons' needs most often. So, be sure to ask a follow-up question as part of every reference transaction!

Ending the Interview: No Is Never an Answer!

     If the answer  is no to your follow-up ("Does that completely answer your question?"), and you are going to continue to work on a question, make sure you do three things:

  1. Let the patron know who you are in case they want to contact you, or follow your library guidelines.
  2. Get the patron's name and phone number or email address, and verify the spelling and number if speaking to the patron.
  3. Give the patron a realistic idea of when you might be calling or emailing back. Establish a definite time when the patron is available and expecting to hear from you.

     If you are unable to find the answer with sources available to you, consider referral (see Referrals page in Module 4). If all else fails and you are not going to be working on the question any more, be sure the patron understands that.

Remote Follow-up

     Follow-up and ending procedures may be already scripted for you as part of your virtual reference technology. Virtual Reference Desk recommends these follow-up procedures as part of quality digital reference:

  • Capture important information such as the user's age or grade level, other sources checked, and contact information through Web-based query forms or other interactive communication tools, without compromising user privacy.
  • Provide opportunities for clarification of user questions through follow-up e-email messages or conversations using interactive communications tools.
  • Incorporate a follow-up method, such as assigning tracking numbers to questions, in order to identify related messages.
  • Offer real-time reference interviews or very thorough Web forms to gather as much information as possible without compromising user privacy.
  • Allow users the ability to return to a service for further information to clarify a question if the answer is insufficient within the policy guidelines of each service.
  • Link related question-answer sets using a common protocol to identify related messages to facilitate follow-up.
[Facets of Quality for Digital Reference Services, Virtual Reference Desk, Version 5, June 2003.]

     A final idea is to suggest that, when appropriate, patrons visit or call the library (e.g. patron would benefit from browsing the collection, or negotiating the question would be easier for patron by phone).

[Guidelines for Behavioral Performance of Reference and Information Service Providers]

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!

 

Exercise

  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. What is the purpose of follow-up questions?

Answer Key

Next!
Review of Module 2

  

 

What's new in reference?

How do others handle the reference process? Search blogs about libraries to find out!

LibWorm is a blog search engine and current awareness tool for people who work in libraries. LibWorm collects updates from about 1400 RSS feeds and makes them available for searching.

LISZEN is a Library & Information Science search engine powered by Google Co-op. It includes user submitted blogs that relate to library and information science.

Don't say NO! The reference interview ends when the patron has all the information needed, is referred, or knows you will be in contact later.

Ohio Libraries

London Public Library staff

"Will this completely answer your question?" Ending the interview with a follow-up question at London Public Library.

Web Links

Guidelines for Information Services state:
The library should strive to provide users with complete, accurate answers to information queries regardless of the complexity of those queries. (Services guideline 1.3)

Facets of Quality for Digital Reference Services, Virtual Reference Desk, Version 5, June 2003. Complete guidelines for establishing digital reference services in libraries.
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