Reference Interaction process - PowerPoint Presentation

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Reference Interaction processSlide2

Greeting

Initial Inquiry

Open

questions

Closed question

Paraphrasing

Searching

Communicating results

Follow-ups

ClosingSlide3

Opening the Interview1.ApproachabilityFirst impressions are said to be lasting onesSmile

Sorry to bother you

2.Greeting

“How can I help you?”“I’ll be with you soon”Slide4

3.InterestLibrarian should react the same way as when listening to a friend.

Librarian should be sure not to leave the user hanging.

The Librarian should not give impression that she or he has given up or gone away.

4.Body Language

Body language Can go a long way toward communicating an openness and willingness to listen to a user’s query.

eye level and simple thing such as taking fingers off the computer keyboard or putting down a held pencil can also reduce the distractions perceived by the user.Slide5

5.Question NegotiationThe questioning process seeks to the elicit the user’s question in his or her own words.

Make information available that the librarian need to understand the inquiry to an extent that enables effective searching and accurate provision of information.

Verify that the librarian and user share the same understanding of the information need.

6.Open

question

Open question is one to which is there is no fixed answer. it cannot be answered with yes or no.Open questions seek to elicit descriptive answers and typically begin with what, when,where

and how. Slide6

7.Close questionClose questions ask for a yes or no response or present the user with options from which to choose.Close question tend to focus narrowly and distinctly on a particular subject or source and help further the librarian’s understanding of the users information need.

Ex.

Do you need books or magazines and journal articles?

Are you looking for current or historical information?

Do you want advanced material or something basic?

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8.Neutral questioningWhen direct questions might offend the users.Neutral questions strive to get the user to talk more fully about the information need.

9.Encouraggers

Noncommittal acknowledgements of the what is saying indicate that one is listening and seems to encourage the user.

Question such as

“Can you tell me more about this topic?” and even short questions such as Yes or Okay what else can be very effective ways getting the user to further explain the question . Slide8

10.LanguageLibrarians have the responsibility to use clear language

Dina Cramer further suggest that librarians not to use the word citation because to the user it might refer to a traffic ticket.

11.Active Listening

a. Active listening involves not only paraphrasing but also asking clarifying questions and understanding the nature of the problem fully before attempting to assist with the user’s information need .Slide9

12.SearchingIt is important not to start searching too early in the interview process.In may lead to frustration.Once the search process has been started the librarian can continue to ask questions refining the what the users want and adjusting the search strategy accordingly.

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13.Involving the userOne of the most effective ways to involve the users is to work along side them at the table with reference book or at the computer with access to the library’s data base. 14.Presentation of answer

When the question has definite factual answer , the answer should be given to the user and a source for the information provided.

When providing information , it is important to cite the source.

Lastly verify the answer matches the scope of the users question and that the level or amount of information given is what was desired. Slide11

15.ClosingLibrarian : Does this information answer your question?User : Yes I think this is good for now.Librarian : Great if you think anything else just ask. User : Okay.Thanks!Slide12
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