Fundamentals of Reference

86 REFERENCE SERVICES

promote access to health information for all, and to uphold the privacy of

clients and the confidentiality of their information requests.

The American Association of Law Libraries issued a statement of “AALL

Ethical Principles” in 1999. Among them are the duty to “promote open and

effective access to legal and related information” and to “develop service poli-

cies that respect confidentiality and privacy.” This statement also acknowledges

that law librarians have a “duty to avoid the unauthorized practice of law.”

medical reference

Although the reference interview is an essential element of any type of refer-

ence service, it is of utmost importance when the query involves a health or

medical topic. Deborah A. Thomas writes that “this process quickly becomes

more complicated when the person in need of information is unfamiliar with

medical terminology or libraries, is emo-

tionally upset regarding a new diagnosis,

or is uncertain about what he/she was

told by a physician.”^2

Listening and expressing an interest

in a patron’s question are critical com-

ponents of the reference interview, but

with this type of query there may be a

tendency to get a little too personally

involved, as Jana C. Allcock writes:

On occasion, the medical questions posed by the patron may be

one that relates to your personal experience. It is important while

empathizing to not identify too closely with the patron. It is never

appropriate to share a personal experience of an illness with a

patron. The focus must stay on finding credible sources of informa-

tion for the patron.^3

Just as we have to put aside personal opinions when answering reference ques-

tions in subjects that may touch on some of our own “hot button” issues, we

have to put aside any personal feelings that might interfere with our responsi-

bility to find the best information we can for the patron with a question about

a health or medical matter.

Deborah A. Thomas, “The Consumer

Health Reference Interview,”

Journal of Hospital Librarianship

5, no. 2 (2005): 45–56. This article

discusses the complexities of

conducting a reference interview

at a consumer health reference

service.

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