The Reference Interview

Information Desk Skills1st December 2005Carmel Harnett, DCU

Nobody wants to talk to us

Fewer patrons approaching the Information Desk……….GoogleScary librarians“Library Anxiety”

So what do we do about it?

Location Approachability Communicate!

Location

Visibility Signage Desk Layout

Approachability

Empathy Body language Interaction

Communicate!

Listening skills Questioning skills Searching skills

Listening Skills

What does the patron really want to know? First question frequently not the real

question Patron may not state real needs May not be clear as to what needs are May not understand assignment

expectations

Listening Skills

Concentrate your attention on the patron

Listen actively Let the patron talk

Questioning Skills

Find out: What kind of information does the patron

want? How much information does the patron

want? What does he want it for? What level – 1st year or postdoc?

Questioning skills

Clarify “Photography in general or some

particular aspect…?” Paraphrase

“I see. So what you want is….” Statement, not question

Questioning Skills…

Open-ended vs closed-end questions: Open-ended involve the patron and focus

the search (who, what, why, when , where)

Closed-end elicit short answers – no dialogue

Searching Skills

What has the patron already tried? Explain best sources for the patron’s

needs Demonstrate how to do a search

Explain as you go Recapitulate Write it down