PAJAMA REFERENCE Providing Virtual Reference To Students

Kathryn Klages, T&L Librarian, Seneca CollegeOALT/ABO 39th Annual ConferenceMay 3rd, 2012, 8:45 – 10:15am

PAJAMA REFERENCE Providing Virtual Reference To Students

The Reference Interview

A conversation with the goal of

ascertaining the user’s information needs

and taking appropriate action to satisfy

those needs through skillful use of

available sources.

Guiding Principles

1.Approachability

2. Interest

3.Listening/ Inquiring

4.Searching

5.Follow-up

RUSA’s Guidelines for Behavioral Performance of Reference and Information Service Providers are the most widely recommended standard of service.

1. Approachability

How do you begin your conversation?

• Build trust and rapport.

• Let the user know that you are interested in

the question.

• Establish a tone for the conversation and

read the user's tone.

• Observe the visitor’s chat style.

Things to do at the beginning…

• Introduce yourself and welcome the visitor.

• If you are balancing multiple visitors,

communicate that to them.

• If you have someone "on hold", check back

periodically.

2. Interest

Are you engaged in the conversation?• Eliminate distractions and focus on the visitor.

• Maintain word contact.

• Signal understanding.

• Ask for clarification.

• Check back to get feedback on your suggestions.

3. Listening / Inquiring

Negotiate the QuestionFolks don’t always express (or understand) their

needs clearly.

Uncover their unexpressed needs through attentive

listening and clarifying questions.

3. Listening

Attentive Listening…

• Let them finish their thought.

• Encourage them to explain fully.

• Assume that their question is legitimate.

• Rephrase to confirm understanding.

• Don’t jump to conclusions.

• Engage in dialogue to clarify the context.

3. Inquiring

Open Ended Questions

…encourage visitors to expand and present

additional information.

 

• “Please tell me more about your topic.”

• “What additional information can you give me?”

• “What research have you done so far?”

3. Inquiring

Closed Ended Questions

…help refine the search query.

 

• “What type of resource do you need?”

• “How many sources are required?”

• “Do you need current or historical information?”

3. Inquiring

Contextual Questions

…provide the situation surrounding the question.

 

• “Are you doing this research for an assignment?”

• “What course is this assignment for?”

• “ Are you in the library or working from home?”

4. Searching

Process:

• Determine visitor’s starting point.

• Construct a search strategy and explain it.

• Broaden or narrow the topic as needed.

• Solicit feedback.

• Utilize teachable moments.

• Make an informed referral when necessary.

Process:

• Determine visitor’s starting point.

• Construct a search strategy and explain it.

• Broaden or narrow the topic as needed.

• Solicit feedback.

• Utilize teachable moments.

• Make an informed referral when necessary.

Why did you use those words?

How did you put them together?

Why did you choose certain sources over others?

How did you navigate the source?

Process:

• Determine visitor’s starting point.

• Construct a search strategy and explain it.

• Broaden or narrow the topic as needed.

• Solicit feedback.

• Utilize teachable moments.

• Make an informed referral when necessary.

The goal is that the visitor learn from the

interaction and be able to conduct a similar search

independently in future.

Guide them to the appropriate source and help

them conduct the search. They learn from

reaching, not receiving, the answer.

5. Follow Up

Don’t let the door hit you…

• Have all parts of the question been addressed?

• Does the visitor have additional questions to ask?

• Does the visitor understand the recommendations?

• If necessary, does the visitor know how to get more

information?

• Have you invited the visitor back?