The Reference Interview 59put at his or her ease and is assured in some way that there is someone ready
and willing to help.
Interest
The librarian must demonstrate that he or she is interested in the question
and committed to providing assistance. Attention is focused on the patron,
either with eye contact and verbal and nonverbal behaviors at an in-person
service point, by timely written acknowledgments and responses in an online
environment, or by a friendly, articulate voice on the telephone.
listening/Inquiring
Good communication skills are essential for good reference service. The librar-
ian must be able to listen carefully to the patron’s question and respond in an
encouraging way, asking questions to help clarify the request and ensure that it
is completely understood. This applies to any form of reference service, whether
in-person, on the phone, or online. In addition, the librarian must maintain
his or her objectivity about the nature of the question and its subject matter.
searching
This is where the librarian finds out where the patron has already looked and
engages in a conversation that will result in an effective search strategy. For
example, spelling can be verified, the level or amount of information needed
can be determined, and so on. Often the librarian can explain the search pro-
cess as it goes forward. For example, when checking the online catalog or a
database, the librarian can turn the computer screen toward the patron and
show the actual search.
Follow-up
This step involves determining whether the question has been answered to the
patron’s satisfaction. At this point appropriate referrals to other sources may