Reference interview

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A reference interview is a conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of their information need by first attempting to clarify that need and then by directing the user to appropriate information resources.

Contents

Definition

Bopp & Smith (1995) define the reference interview as the "conversation between a member of the library reference staff and a library user for the purpose of clarifying the user’s needs and aiding the user in meeting those needs." [1]

According to the Online Dictionary for Library and Information Science, a reference interview is "the interpersonal communication that occurs between a reference librarian and a library user to determine the person's specific information need(s), which may turn out to be different from the reference question as initially posed." [2]

Stephen Abram uses the concept of "the library as conversation," and says that when it comes to reference questions, "[librarians'] core skills are the skills and competencies required to improve the quality of the question." [3]

Stages

The reference interview is structured to help a librarian provide answers to a library user. In general, the interview is composed of the following stages. [4]

  1. Welcoming
  2. Gathering general information and an overview of the problem
  3. Confirming the exact question
  4. Intervention, such as giving information, advice, or instructions
  5. Finishing, including feedback and summary

These stages may occur in loops; for example when a clarification of the question leads to the need to establish more background information on the query topic. These steps are designed to put the user at ease and help ensure that they have correctly explained what they require. When the reference librarian believes that the query is fully understood, they attempt to provide resources to help satisfy it. The important but often overlooked final step is checking that the information or service provided was indeed what the library user required.

Techniques

The purpose behind the reference interview structure is to ensure that the library user's information need is satisfied. The librarian can use a number of interview techniques to help identify the user's exact need. Poor reference interview skills may lead to misinterpretation of the real question, a lack of real help, and/or an unsatisfied library user. [5]

Librarians use many techniques to help identify a user's information need. With body language, repetition, and paraphrasing of what the user says, the interviewer can encourage the user to give more information about what they need. Asking open questions establishes context and helps to identify exactly what is required. A lack of follow-up, checking that the user found what they required, is one of the common mistakes made in the reference interview. [6]

Query formation

One of the biggest problems with providing effective reference services is badly formed queries. In these instances, the user's reference question doesn't match up to the information they actually need. [7] Badly formed queries may lead to user frustration, as they perceive that the reference interview is not solving their problem.

Many of the techniques used in the reference interview are geared towards developing a query until a sense of the user's true information need is gained. The librarian typically has little insight into the social and psychological barriers that might be preventing the user from explaining their question accurately, and so must take care when developing it. [8]

Digital reference

Digital reference is a reference service initiated electronically, often in real-time. The initial meeting between a patron and librarian is not face-to-face, though queries mutate and may later take place at a physical reference desk. Virtual reference services can be conducted via internet chat, videoconferencing, email, cobrowsing, and instant messaging. Unlike the in-person reference interview, digital reference might be an asynchronous pursuit.

Initial uptake of virtual reference services was not as swift as some had predicted. The complexity of virtual reference may have partly been to blame, as users want information quickly and with minimal effort. [9] Some evidence suggests that the problem lies with poor uptake and training among library staff. [10]

Library users

Library users are not always comfortable using reference services or satisfied with them when used. Unobtrusive user studies suggest that only around 55% to 65% of users leave a reference interview satisfied with the result and willing to return. [5] Demographics, social factors, and preconceptions about libraries all contribute to this figure. Embarrassment, shyness, and anxiety can prevent a user from approaching the reference desk, and poor signposting and explanation of services can mean that some customers aren't aware that the reference service exists. To be as effective as possible, libraries are encouraged to be proactive in publicizing their services and reducing the stigma of asking for help. [11]

Usefulness

Some researchers question the validity of the reference interview and the investment that a reference librarian represents. [12] Others argue that reference services should broaden their target audience. As people increasingly use the internet to make major, life-affecting decisions, they might also require the services of professionals who are able to provide help in this environment. [13] In the age of information overload, a successful reference interview may empower users to confidently make such decisions in their lives.

See also

Related Research Articles

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A library is a collection of books, and possibly other materials and media, that is accessible for use by its members and members of allied institutions. Libraries provide physical or digital materials, and may be a physical location, a virtual space, or both. A library's collection normally includes printed materials which may be borrowed, and usually also includes a reference section of publications which may only be utilized inside the premises. Resources such as commercial releases of films, television programmes, other video recordings, radio, music and audio recordings may be available in many formats. These include DVDs, Blu-rays, CDs, cassettes, or other applicable formats such as microform. They may also provide access to information, music or other content held on bibliographic databases.

<span class="mw-page-title-main">Reference desk</span> Public service counter in a library

The reference desk or information desk of a library is a public service counter where professional librarians provide library users with direction to library materials, advice on library collections and services, and expertise on multiple kinds of information from multiple sources.

<span class="mw-page-title-main">Interlibrary loan</span> Patrons of one library borrowing material owned by another library

Interlibrary loan is a service that enables patrons of one library to borrow materials that are held by another library.

<span class="mw-page-title-main">Librarian</span> Profession

A librarian is a person who works professionally in a library providing access to information, and sometimes social or technical programming, or instruction on information literacy to users.

<span class="mw-page-title-main">Research library</span> Library that supports scholarly research

A research library is a library that contains an in-depth collection of material on one or several subjects. A research library will generally include an in-depth selection of materials on a particular topic or set of topics and contain primary sources as well as secondary sources. Research libraries are established to meet research needs and, as such, are stocked with authentic materials with quality content. Research libraries are typically attached to academic or research institutions that specialize in that topic and serve members of that institution. Large university libraries are considered research libraries, and often contain many specialized branch research libraries. The libraries provide research materials for students and staff of these organizations to use and can also publish and carry literature produced by these institutions and make them available to others. Research libraries could also be accessible to members of the public who wish to gain in-depth knowledge on that particular topic.

The Association of College and Research Libraries defines information literacy as a "set of integrated abilities encompassing the reflective discovery of information, the understanding of how information is produced and valued and the use of information in creating new knowledge and participating ethically in communities of learning". In the United Kingdom, the Chartered Institute of Library and Information Professionals' definition also makes reference to knowing both "when" and "why" information is needed.

Digital reference is a service by which a library reference service is conducted online, and the reference transaction is a computer-mediated communication. It is the remote, computer-mediated delivery of reference information provided by library professionals to users who cannot access or do not want face-to-face communication. Virtual reference service is most often an extension of a library's existing reference service program. The word "reference" in this context refers to the task of providing assistance to library users in finding information, answering questions, and otherwise fulfilling users’ information needs. Reference work often but not always involves using reference works, such as dictionaries, encyclopedias, etc. This form of reference work expands reference services from the physical reference desk to a "virtual" reference desk where the patron could be writing from home, work or a variety of other locations.

An information professional or information specialist is someone who collects, records, organises, stores, preserves, retrieves, and disseminates printed or digital information. The service delivered to the client is known as an information service.

The Master of Library and Information Science (MLIS), also referred to as the Master of Library and Information Studies, is the master's degree that is required for most professional librarian positions in the United States. The MLIS is a relatively recent degree; an older and still common degree designation for librarians to acquire is the Master of Library Science (MLS), or Master of Science in Library Science (MSLS) degree. According to the American Library Association (ALA), "The master’s degree in library and information studies is frequently referred to as the MLS; however, ALA-accredited degrees have various names such as Master of Information Studies, Master of Arts, Master of Librarianship, Master of Library and Information Studies, or Master of Science. The degree name is determined by the program. The [ALA] Committee for Accreditation evaluates programs based on their adherence to the Standards for Accreditation of Master's Programs in Library and Information Studies, not based on the name of the degree."

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Information seeking is the process or activity of attempting to obtain information in both human and technological contexts. Information seeking is related to, but different from, information retrieval (IR).

Library anxiety refers to the "feeling that one’s research skills are inadequate and that those shortcomings should be hidden". In some students this manifests as an outright fear of libraries and the librarians who work there. The term stems from a 1986 article by Constance Mellon, a professor of library science in the U.S. state of North Carolina, titled "Library anxiety: A grounded theory and its development" in the College & Research Libraries journal.

<span class="mw-page-title-main">Transliteracy</span> Ability to use diverse techniques to collaborate across different social groups

Transliteracy is "a fluidity of movement across a range of technologies, media and contexts". It is an ability to use diverse techniques to collaborate across different social groups.

E-Science librarianship refers to a role for librarians in e-Science.

<span class="mw-page-title-main">EconBiz</span>

EconBiz is an academic search portal for journals, working papers, and conferences in business studies and economics. It is provided by the ZBW - German National Library of Economics, Leibniz Information Centre for Economics. The portal was started in 2002 as the Virtual Library for Economics and Business Studies.

A pathfinder is a bibliography created to help begin research in a particular topic or subject area. Pathfinders are also called subject guides, topic guides, research guides, libguides, information portals, resource lists or study guides. Pathfinders produced by the Library of Congress are known as "tracer bullets". What is special about a pathfinder is that it only refers to the information in a specific location, i.e. the shelves of a local library.

<span class="mw-page-title-main">Learning commons</span>

Learning commons, also known as scholars' commons, information commons or digital commons, are learning spaces, similar to libraries and classrooms that share space for information technology, remote or online education, tutoring, collaboration, content creation, meetings, socialization, playing games and studying. Learning commons are increasingly popular in academic and research libraries, and some public and school libraries have now adopted the model. Architecture, furnishings and physical organization are particularly important to the character of a learning commons, as spaces are often designed to be rearranged by users according to their needs.

Roving reference, also called roaming reference, is a library service model in which, instead of being positioned at a static reference desk, a librarian moves throughout the library to locate patrons with questions or concerns and offer them help in finding or using library resources.

Libraries in virtual worlds are part of an immersive 3D environment that can be used for entertainment and educational purposes. Due to increasing interest in digital services, some libraries and librarians have established virtual services in Second Life and other virtual worlds.

References

  1. ↑ Bopp & Smith (1995), p. 37.
  2. ↑ Reitz (2014).
  3. ↑ Abram, Stephen (16 April 2019). "Special Library Reference Interviews: Basics of a Neglected Professional Skill". Lucidea. Retrieved 17 April 2019.
  4. ↑ Ross, Nilsen & Dewdney (2002), p. 3.
  5. 1 2 Nilsen (2005), p. 3.
  6. ↑ Nilsen (2005), p. 6.
  7. ↑ Fields (2006), pp. 405–420.
  8. ↑ Murphy (2005), pp. 247–252.
  9. ↑ Stormont (2007), p. 119.
  10. ↑ Nilsen (2005), p. 8.
  11. ↑ Robinson & Reid (2007), pp. 405–424.
  12. ↑ Ryan (2008), pp. 389–399.
  13. ↑ Janes (2003), pp. 22–25.

Citations

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