Reference Services
Course
The Reference Interview [4:12]
- Learn the different types of reference interview questions.
- Learn different strategies for successful reference interviews.
- Learn ways to handle communication challenges.
Most reference interviews in the school library consist of student research questions, teacher curriculum needs, and readers advisory. Sometimes reference interviews can be more formal and set up in advance, especially when more in-depth searching is required. Most of the time, however, reference interviews are unplanned and occur when a teacher or student comes to the library with a request. These requests may range from the vague "I need a book" to the specific, such as "I need information about skyscraper construction in the 1990s." Note that anything a teacher or student asks for help with during a reference interview is confidential and should not be shared with anyone.
In order to conduct successful reference interviews, consider these strategies. Focus on presenting a friendly, welcoming demeanor to all who enter the library and those who approach you for assistance. Be proactive by approaching students and staff in the library to ask if they need help finding something or if they need a recommendation. Keep in mind that some students and staff may be intimidated by a librarian or the library space and may need you to approach them first. When someone seeks your help, ask clarifying questions along the way to help determine which resources will best answer their question. Remember to consider all resources, including print, electronic, and other people in the learning community. If possible, provide several options to allow the person to choose what is most helpful for them, and give a brief summary of each resource. For readers advisory reference interviews, consider asking which books they read recently that they liked or didn't like, or for nonfiction, which topics interest them. After recommendations are given and students start to work with them, give positive reinforcement on their choices and remind them that you are available if they require additional help.
Once you have provided resources to the patron, follow up with them to make sure they are satisfied with your help and the information you have located together. Ask questions like, "Is this close to what you are looking for?" and "Is there anything else I can help you with?" If you were unable to find enough resources on a topic, make a note to add it to your next order and let the person know you'll continue to search for resources for them. If possible, help your students widen their search for resources by connecting them to appropriate staff at your local public library, as well as by connecting them to teachers for support. Ensuring patrons find what they are looking for is important because it helps them to view the library as a place where their needs and success are prioritized.
When conducting reference interviews, be prepared for possible communication challenges. These may include barriers presented by language, disability, social-emotional challenges, or other factors. Keep in mind that all students in a school will visit the library and the librarian should be ready to help them. Some strategies for ensuring reference services are accessible for all students include simplifying questions, using more visuals, and consulting teachers for additional information about what will best help each individual student. Finally, be aware of adaptive resources available to your students, including electronic resources with audio and additional language translation.
Students essentially come to the library looking for information. That information can be an online article, a novel, or a book on our shelves that will help them with a research project. It is the librarian's job to ensure that everyone in the library is successful in locating material that they are looking for. Maintaining a positive, welcoming demeanor, building your reference interview skills, following up to ensure success, and developing strategies to help all students, will help you, your staff, and your students be more effective in learning and teaching at your school.
It is the librarian's job to ensure that everyone in the library is successful in locating material that they are looking for. In this lesson, we discuss strategies for a successful reference interview that will allow you to ensure that you are meeting the needs of the student or staff member. There are many strategies for reference interviews available online, including the links below. Review the SLC articles and links in the Resources and then complete the Reflect & Practice activity.
RUSA. Guidelines for Behavioral Performance of Reference and Information Service Providers. https://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
The National Archives at Boston. Guidelines of the Successful Reference Interview from American Library Association. https://www.archives.gov/files/boston/volunteers/reference-interviews.pdf
Conducting a successful reference interview can take some practice. Having a set of guidelines handy will help any librarian start off on the right foot. After reviewing the resources found above, use page 4 of the Course Packet (found in the Resources above) to create a quick set of guidelines based on what will work best for you and your librarians. Creating this will help to ensure that you meet your student or staff's reference needs. Have copies available at the reference desk or post on your library's intranet. Ideally, this document will be updated and revised throughout the year and with every reference interview.
MLA Citation
"Reference Services: Strategies for a Successful Reference Interview." School Library Connection, October 2020, schoollibraryconnection.com/Content/Course/2270054?learningModuleId=2270025&topicCenterId=2247902.
Entry ID: 2271852
As a librarian, you must be prepared to work with every student that walks into your library. Are you prepared to work through a reference interview with a communication barrier, including language, disability, or social-emotional challenges? Developing strategies to be sure you can help all children will help you, your staff, and your students become more effective in learning and teaching. After reviewing the SLC articles provided in the Resources below, complete the Reflect & Practice activity.
Every child that walks into your library will be looking to you for help with their reference needs. What happens if a communication barrier comes between you and the student? Do you have a plan? After reviewing the SLC articles provided in the Resources for this lesson, use page 5 of the Course Packet (found in the Resources above) to come up with 3-4 strategies that you can incorporate into your reference interview guidelines to help you deal with possible communication challenges.
MLA Citation
"Reference Services: Handling Communication Challenges." School Library Connection, October 2020, schoollibraryconnection.com/Content/Course/2270054?learningModuleId=2270025&topicCenterId=2247902.
Entry ID: 2271861
Additional Resources
About the Author
MLA Citation
Grover, Rachel. "Reference Services. The Reference Interview [4:12]." School Library Connection, ABC-CLIO, October 2020, schoollibraryconnection.com/Content/Course/2270054?learningModuleId=2270025&topicCenterId=2247902.
https://schoollibraryconnection.com/Content/Course/2270054?learningModuleId=2270025&topicCenterId=2247902
Entry ID: 2270054