Peer Reference Tutoring: Reference Interview

The Reference Interview: Getting Started (Texas A&M) - Good overview of the initial stages of the reference interview and essential pieces of information to gather during a reference interview.

The Reference Interview: Setting Goals (Texas A&M) - This video covers topics such as: helping a patron narrow the focus of their research topic, brainstorming for search terms, and using mind maps.

The Reference Interview: Be a Guide (Texas A&M) - This video focuses on having a two-way conversation with patrons by asking guiding questions.

The Reference Interview: Keep It Positive & Ending the Interview (Texas A&M) - In this video, we learn more about offering encouragement to the patron, celebrating their progress, helping the patron reflect on their progress, and determining a plan for following up. focuses on having a two-way conversation with patrons by asking guiding questions.

• Reference interaction 1 | Xtranormal - one of the most commonly asked questions.

• Not so good reference interview | YouTube video (Auckland City Library video)

• Probe to find out what the patron actually needs. If they are working on an assignment, you might ask if they have a copy of it. That can help you decide how to guide them.

• Sometimes it helps to get an idea of how big a project it is. You may suggest different approaches for a three-minute presentation than you would for a 20-page paper.

• Ask the patron what if anything they have tried already. Be encouraging if they have started, but offer other resources they haven’t tried yet.

• Ask when the assignment is due. ILL is definitely not an option if the paper is due in two days.

• If the search term the patron is asking about is really odd or you just don’t know how to spell it, have them write it down.  Catching spaces or hyphens is also easier when it is on paper.

• If you have given the patron a good start and they want to sit down and use a few more indexes or otherwise start on their own, ask if they remember how to get to the appropriate indexes and to come back to the desk if they get stuck.

1. BE APPROACHABLE:

• Look up! Smile! Make eye contact! When it feels natural and not creepy, say something friendly. Make it your goal to let no one walk by the desk unnoticed. 
• Don't look too busy doing something else
• Be seen! Sit up straight
• Use language to put patron at ease

2. LISTEN:

• Ask open-ended questions (those that can't be answered with yes or no) and then LISTEN
• Sometimes a pause will elicit more information
• If the question is something about which you know very little and you feel panic setting in, ask the patron to talk about his/her topic. It will put him/her at ease, and give you more time and information to use in developing a search strategy.
• Helpful open-ended questions:
  Please tell me more about your topic.
  What are you interested in finding out about this topic?
  What else can you tell me about this topic?
• Rephrase or paraphrase the patron's question back to him/her so that you ensure that you understand.
• Ask clarifying questions to better understand:
  What have you already found?
  What type of information do you need (books, articles, etc.)?
  Do you need current or historical information?

3. INTEREST:

• Engage and be interested in the patron's question and need
• Face patron, maintain eye contact
• Be aware of your body language (smile, lean forward, get up and move around if the situation calls for it)
• Face patron and resist temptation to start typing immediately while they are still stating their need
• Helpful phrases:
  How can I help you?
  What's up?
  Can I help you find something?

4. SEARCH

• As you try search strategies, explain to patron what you are doing and why
• Invite patron to contribute ideas while searching, and to provide feedback on results

5. SETTLE UP

• Make sure question is answered thoroughly
• Make a referral if the results are inadequate or if you're not sure what to do
• Encourage patron to come back with additional questions or needs if necessary
• Helpful questions and phrases:
  Is this enough to get you started?
  Does this look like what you need?
  If you don’t find what you are looking for, please come back and we’ll try something else.
  Is there anything else I can help you with?

Adapted and abridged from Guidelines for Behavioral Performance of Reference and Information Service Providers (ALA RUSA)