1. 26 February 2005 CULLB401A: Contribute to client access to information 1 Reference Interview

2. Reference Interview A reference interview is the exchange between a librarian and a reader to communicate, refine or clarify a reference enquiry It may be Email Chat Face to face 26 February 2005 CULLB401A: Contribute to client access to information 2

3. Purpose of Reference Interview Library staff conduct a reference interview in order to: Determine the information needs of the client Assist the client to locate the required information quickly Enable the library staff to assess the client’s library skills Explain the library’s resources and the services if required 26 February 2005 CULLB401A: Contribute to client access to information 3

4. Client interaction skills Determine an appropriate level of interaction Interview clients to establish their needs Explain procedures for accessing information Provide information in a language and format appropriate for the client’s needs Obtain feedback on the appropriateness of the information supplied 26 February 2005 CULLB401A: Contribute to client access to information 4

5. Steps in a Reference Interview-1 Find out what information the client wants: The client might carefully explain what he or she wants but in many cases clients use an indirect approach 26 February 2005 CULLB401A: Contribute to client access to information 5

6. Steps in a Reference Interview-2 Ask the client to clarify the topic. You must avoid misunderstanding over the meaning of the question Clarify the meaning of words Clarify the context 26 February 2005 CULLB401A: Contribute to client access to information 6

7. Requests to confuse Statistics on rape around Ballarat Rape is also a local name for canola Everything you have about Whales ( Wales) Information about Curtin John Curtin, Curtin University Information about Archibald Leach Archibald Leach (real name of Cary Grant).Archibald Leitch (designer of virtually every pre-war British football ground).

8. Steps in a Reference Interview-3 Repeat or paraphrase the question to ensure you know what is the client means. “ Archibald Leach, so that would be Cary Grant you are interested in” Better to risk being wrong in the beginning than waste hours looking for the wrong thing 26 February 2005 CULLB401A: Contribute to client access to information 8

9. Steps in a Reference Interview-4 Try to find out what the client already knows and what sources (if any) have been consulted. Ask why the client wants to know but be tactful as some clients feel this is an invasion of their privacy 26 February 2005 CULLB401A: Contribute to client access to information 9

10. Steps in a Reference Interview-5 Develop a search strategy The strategy will depend on the topic, the level of detail required and the resources available. Try to be innovative and tailor strategies to individual needs, not just use resources with which you feel familiar Treat every reference enquiry as an excuse to expand your own knowledge 26 February 2005 CULLB401A: Contribute to client access to information 10