Sunday, November 25, 2007

Some Thoughts on Reference Interviews.





Good morning,
I started reading a Feast for Crows by George R.R. Martin. It is off to a good start.

Anyways, I am thinking of the concept of the "Reference Interview" which we learned in library school. It is basically, a way of asking people what they want to find. In a similar manner, there is the literature request form which you are supposed to use to find out what people want before you sign in to a database. Databases used to charge by the hour. Luckily, this is no longer true. I think people place too much faith in expensive databases.

The primary feature which is missing from most reference training is the art of elicitation getting people to give you information. This is one of the most important skills in reference work. Quite a bit of the time people don't know what they really want.

Here is a nice definition:

noun
stimulation that calls up (draws forth) a particular class of behaviors; "the elicitation of his testimony was not easy."

Princeton University, Wordnet 3.0, c2006

There any number of missing features. One of the most important thing to do with most reference interviews is to start by clarifying the question presented to you so you have an idea where the question is coming from and what the library patron or customer is after.

After the question is clarified it is important to ask for background material, what they have read, where they got the information from, and if they have the information source with them.

If necessary take the time to rephrase the question. Don't be afraid to find other words for what they are asking for. Keywords are often quite irrational. Breaking up a question into three or four different search terms is generally a good idea. Whatever keywords they are using, when talking to people try not to talk about keywords, rephrase the terms as "natural language."

If they have the information request they are seeking, it could be the last book they read, an assignment sheet, a newspaper clipping, or the remembrance of hearing about a book on the radio, it is important to examine the question to see if it is matching with the information source. Sometimes people misinterpret what they are reading or hearing. Paying attention to things is always difficult.

Now you have the information that they are seeking. If it is simple direct them to the source and tell them if they can't find it come back and you will help them locate it. If you do not say this, people often will leave unsatisfied.

If it is complex, it is often best to go with the library patron to the source so you can compare what you have with what they want. This is true for a bookstore as well. Comparing allows you to become more focused on what the patron wants.

If you don't have what they want, you can know what to request because you have compared the material with the question being asked. Clarity is very important in answering peoples questions. Being prepared to refer people to other places is just as important. Also be aware of what you can and can't do in your setting, as well as what you have to offer. If you know the rules you can work within them.

If there is any question about whether they understand what they are looking for, it is best to clarify. This may annoy some people, but it will save a lot of time.

If you are in an information brokerage type situation or just want to show competence, at the point the question is answered offer to expand the format of sources. Would you like to help you find this information in a database, on the internet, in a magazine, in a newspaper, or in a document.

Expanding the format of the answer increases your fee and sometimes improves customer satisfaction. Information is information whatever format it is in.

While you are conducting the "Reference Interview" it is important to remember the primary purpose is to answer the persons question. Remember, the "Reference Interview" is usually very short, this means listen and pay attention. Look at the person being interviewed, and show that you are paying attention in small ways. Don't talk while they are asking a question.

Be aware of the "Observers Paradox", the more you interpret their question, the more you will change what the person is looking for. Try to stay focused on what the person originally asked for. This makes it less likely they will come back dissatisfied. Often a person will not realize they are getting something they didn't originally ask for.

Also be aware that when you are searching for something that makes you uncomfortable, you don't know why they are searching for it. Asking about it can lead to unnecessary friction. There are very legitimate reasons for searching for things on serial killers, abortion, sex, prostitution, censorship and other very touchy subjects...

There are a number of formats for material now, don't just search printed material, there are videos and audio as well. If someone asks for Martin Luther King's speeches, listening to the speech can be far more important than reading a transcript of the speech. Also some language is quite hard, Shakespeare is very hard for teenagers, so is Beowulf. The film or the audiobook can help them understand the material.

You don't know everything. Be prepared to hand off the question to someone who knows more than you do. Putting your ego aside often is hard when you want to help someone. Your position in answering a question is often that of a go between.

Be relaxed, you want people to want to come up and talk to you. Being distracted, angry, or stiff makes it hard for people to talk to you.

Some Methods from Elicitation that may apply to Reference Interviews:

Quid Pro Quo is one of the oldest methods used by spies and social engineers. It involves simply offering something-- a bit of information in return for an answer. It is very easy and natural to do this.

Be considerate, simply letting a customer or patron know they are appreciated will make them more open to talking to you.

If you provide small facts during the Reference Interview, people will think you know something and will be more open to providing the question they need.

Be prepared to offer a hypothetical situation around the question. This sometimes creates better clarity for the customer or library patron.

It is not good to be distracted, ask people not to use cell phones or other electronic devices, don't take notes during a reference interview unless they are asking for something simple like a phone number or address. More complicated information than that should really be printed up or stored to disk.
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On another front, I have been asking people to review my site at various newsgroups and at Fuel My Blog. People have started giving me feedback which makes me happy. If you write feedback, I'll take time to look at your site as well.

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