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The Reference Interview

The reference interview is a process between a librarian and a library user to identify specific information needs, consisting of five steps: opening, question negotiation, search and location of information, communication of answer, and follow-up. Librarians should be approachable and engage in active listening to effectively understand and address patron queries. The process emphasizes the importance of clarifying questions and presenting information in a user-friendly manner.

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23 views7 pages

The Reference Interview

The reference interview is a process between a librarian and a library user to identify specific information needs, consisting of five steps: opening, question negotiation, search and location of information, communication of answer, and follow-up. Librarians should be approachable and engage in active listening to effectively understand and address patron queries. The process emphasizes the importance of clarifying questions and presenting information in a user-friendly manner.

Uploaded by

adgrudier
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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THE

REFERENCE
INTERVIEW

1
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Reference Interview

“The interpersonal communication that occurs


between a reference librarian and a library
user to determine the person’s specific
information need(s)”
(Saunders, 2025, p. 142).

2
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The reference interview occurs in five steps:
1. Opening
2. Question Negotiation
3. Search and location of information
4. Communication of answer
5. Follow-up and closure

The librarian
should employ
approachability,
interest, and
active listening

3
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The librarian
should focus on
The Approach being
approachable
and engage in
The patron
active listening.
should
approach the
librarian
however they
are most
comfortable

Remote/
Online Asynchronous,
or via Text
In person Types of Reference Interviews

4
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Regardless of meeting type, the
librarian should listen Opening
attentively to the patron to
fully understand their query.

**Some queries will be difficult for


the patron to posit. This is why it is
important to ensure the patron is
comfortable by making sure you are
approachable.

Question Negotiation

Oftentimes, the initial question may


not reflect the patron’s true need.
Therefore, through a mix of open and
closed-ended questions, the librarian
can clarify the patron’s question, and
understand the information need
(Saunders, 2025, p.144). 5
Image supplied by Canva
Search & Location of Information
“Successful searching often begins
with identifying the type and subject
of a reference question” (Saunders,
2025, p. 147).

Communication of the Follow-Up & Closure


Answer
Once found, present the
information in a way that
makes sense to the
individual user!

Concluding the reference interview involves


6
ensuring the patron's information needs have
been met.
Image supplied by Canva
Reference

Saunders, Laura. “The Reference Interview.”


Reference and Information Services, 7th
ed., Bloomsbury, New York , NY, 2025, pp.
141–150.

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