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LIS 601The Reference Interview
Reference Observation Project
Spring 2013
Dr. Diane Nahl
LIS Program, University of Hawaii
Nahl LIS 601 2013 2
Reference Service History
Green, Samuel Swet. Personal Relations Between Librarians and Readers. Library Journal 1 (October 1876): 74-81. First mention of reference-like services.
Child, William B. Reference Work at the Columbia College Library. Library Journal 16 (1891): 298. First mention of the term “reference” in connection with service.
Nahl LIS 601 2013 3
Reference Interview
Communication tool
Information problem solving
Critical thinking about information Questioning techniques
Listening techniques
Disciplined and systematic thinking through
information structure
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Reference Interview Formats Synchronous Modes
Face-to-face (FTF)
Phone (Land Line or Mobile)
Web (IM, chat, video conference, SMS texting)
Virtual World (IM, chat, voice chat with avatars)
Asynchronous Modes FAX
Email and Web Form
Voicemail
SMS texting
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Reference Interview Essentials
In order to find the best source of the
information needed:
Find out specifically what the
person wants and the purpose or
use for that information
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Taylor’s Levels of Information Need
1. Visceral need
2. Conscious need
3. Formalized need
4. Compromised need
5. Acceptance
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Non-verbal Communication Techniques
Approachability Accuracy Smiling
Eye contact
Appearing ready to interact
Encouragers
Non-authoritarian posture
Appear interested
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Verbal Communication Techniques
Acknowledging statements
Open questions*
Closed questions
Paraphrasing/restating
Encouragers
Follow-up questions*
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Reference Negotiation Process
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The WORF Reference Technique
W = Welcoming, open attitude & body language
O = ask Open-ended questions
R = Rephrasing or Restating (not repeating) the question
F = ask Follow-up questions
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Philosophical Differences Concerning the Reference Interview Face-Value Rule (T.D. Wilson)
Library users are responsible for asking good questions
Relational Rule (M. Radford) Library users attribute their success to helpful
librarians Library users are customers who need to be
satisfied with reference service
Interview Rule (C. Ross) Save the time of the user (Ranganathan)
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What question would you ask the person after asking you, the reference librarian?
Do you have any books on writing?
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How We Used to Talk to Users
L: Good morning. Can I help you?
P: Hi, do you have any books on impressionist painters?
L: Yes, we do. Are you interested in a particular painter or a group of impressionist painters?
P: Oh, a particular one. Renoir.
L: Are you interested in biographies about him or in his paintings?
Nahl LIS 601 2013 14
How We Used to Talk to Users
P: His paintings.
L: Do you have a particular painting you
want to see or examples of his work?
P: No, a particular painting…I think it’s called The Boating Party.
L: Yes, we have books that contain that
painting. Here they are.
Nahl LIS 601 2013 15
How We Talk to Users Now
L: Good morning. Can I help you?P: Hi, do you have any books on
impressionist painters?L: Yes, we have quite a few. It will help me
in suggesting books to you if I know a little more about what you are doing. Is there something specific about impressionist painters that you are looking for?
P: Yes, I want to see a copy of Renoir’s picture, The Boating Party.
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How We Talk to Users NowL: We have a number of books with copies
of that picture in them. Is there something particular about that painting that you want to find out?
P: Yes, I want to find out the size of that painting in inches. The book I have at home has centimeters.
L: We have several books with copies of that painting that give the size in inches. Would you like to see one? Or, I could find a scale that allows you to convert from centimeters to inches.
Nahl LIS 601 2013 17
How We Talk to Users Now
P: Oh, I’d like the scale because I have some other paintings in my books at home that I am curious about as well.
L: When I give you the scale to convert from centimeters to inches will that be all you need today…or is there another way I can help you?
P: No, the scale is what I need. Thank you.
Nahl LIS 601 2013 18
What question would you ask the person after asking you, the reference librarian?
Can broken plates be repaired?
Nahl LIS 601 2013 19
What question would you ask the person after asking you, the reference librarian?
Do you have any books on eating?
Nahl LIS 601 2013 20
Student Interview Formula
1. Are you writing a report [paper]?
2. What is your topic?
3. What aspect of the topic do you want to write about?
4. What time period do you want to cover?
5. What formats of material can you use?
6. How long does it have to be?
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Student Interview Formula
7. When is it due?
8. Do you have a copy of your assignment?
9. Do you have your notes about the assignment?
10. Are pictures or illustrations required?11. Is the whole class working on this topic?
12. What have you done so far?
Nahl LIS 601 2013 22
Best Practices in Reference Observations
Why do people ask ambiguously or provide incomplete information at first? How does approachability help? How do open questions help? How does restating or paraphrasing help? How do follow-up questions help? How do closed questions help? How does instruction help?
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Reference Observation Project
Option 1: View and review 6 videos and apply the ALA
RUSA Behavioral Standards for Reference and
Information Service criteria to selected interviews.
Reference Interviewing You Tube Channel
http://www.youtube.com/user/DNahlRef
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Reference Observation Project
Option 2: View and review 3 videos and visit the CVL
Reference Desk in Second Life to observe live
reference interviewing in a virtual world (6 hours). Save
chat logs and apply RUSA criteria to selected
interviews.
Anonymize chat logs and do not use real or SL names
Rolig Loon, CVL Reference Coordinator, Info Island IM her any time with questions
Consult the CVL Reference Google Calendar for shift librarians
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Reference Observation Project
Option 2: Community Virtual Library in SL Mission: To provide resources and services to the residents of Second Life and to support educators and students in Second Life.
Reference Desk Schedule in Second Life: Reference Desk Google Calendar: http://bit.ly/aUQZOJ
Bookmark this link to have the Ref calendar available Times are Pacific Standard Time (SLT=PST), +2 hours
later than Hawaii time (HST) March 10 daylight savings changes to +3 hours later
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Reference Observation Project
Imagination Island CVL Reference Desk SLURL (to Teleport, click or paste into browser window, then click Visit this Location): http://maps.secondlife.com/secondlife/Imagination%20Island/154/214/29
If you want to start earlier go to the location above and click the Self Guided Tour box in the middle of the room.
SL Reference Video: http://blip.tv/file/1005786
SL LibGuide: http://chaminade.libguides.com/secondlife
Nahl LIS 601 2013 27
Reference Interview AnalysisSample annotated transcript:
P: I have to find out about Julian of Norwich and I don’t know how to look for that.
L: Do you have to write a report? [closed question; interest]
P: Yes, I had to choose an author.
L: I majored in English (with a smile). Do you need a variety of sources? [closed question; interest]
P: Yes
L: Since you want anything about or by her you can search by Author or Keyword. (A list of results is returned.) [instructing, searching]
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Due Next Week
SW 2 Encyclopedia searches
TEXT CHAPTER 4
Assignments pp. 11-18 Bibliography Plan