Reference Interview Visualization Juliana Wilson

Reference Interview Visualization Juliana Wilson

Read page

Step 1: Opening of a Reference Interview

“The interaction begins by creating a welcoming environment where the patron feels comfortable asking questions” (Wong & Saunders, 2025, p. 143)

Read page

Step 2: Question Negotiation

Goal: Clarify and refine the patron’s true information need, which often differs from the initial question.

“Reference interactions often begin with a patron approaching the reference librarian with a question, whether in-person or through remote services. To ensure easy access, reference services should be highly visible and approachable” (Wong & Saunders, 2025, p. 143).

Read page

Step 3: Search and Location of Information

“Question negotiation involves a series of open and closed-ended questions and active listening to clarify the patron’s question and ensure that the librarian clearly understands the information need” (Wong & Saunders, 2025, p. 145).

Real-World Example: A librarian conducts a search in multiple databases and guides a nursing student through the process of finding articles on vaccine safety. A corporate librarian retrieves industry reports and presents the most relevant results to a client needing competitive intelligence.

Read page

Step 4: Communicate the Answer

“The librarian presents the answer in a way that matches the patron’s knowledge level, literacy, and preferred format, ensuring that the information is understandable and relevant” (Wong & Saunders, 2025, p. 148).

Real-World Example:

• A librarian provides a brief, easy-to-understand summary of vaccine safety for a parent, while offering a nursing student peer-reviewed articles with in-depth data.
• A librarian emails a list of recommended sources and links to a remote patron conducting genealogy research.

Read page

Step 5: Follow-Up and Closure

“Properly closing the reference interview by confirming that the patron’s information need has been fully satisfied is a vital step. Asking follow-up questions can ensure completeness and patron satisfaction” (Wong & Saunders, 2025, p. 150).

Real-World Example:

• A librarian checks back with a patron who requested information about local business grants to confirm they found everything they needed.
• An online chat librarian follows up via email with additional resources for a patron conducting research on historical newspapers.

Read page

Conclusion

• Opening – Establish rapport and invite questions.
• Question Negotiation – Clarify the patron’s true information need.
• Search and Location – Identify and evaluate relevant sources.
• Communicate the Answer – Present information clearly and appropriately.
• Follow Up and Closure – Confirm satisfaction and invite further questions.

The reference interview follows five key steps:

Read page

"The reference interview can be defined as a structured conversation between an information professional and a patron in which the information professional clarifies the patron’s information need and guides the patron in finding, evaluating, and using information to meet that need."(Wong & Saunders, 2025, p. 142)

What is a reference interview?

Why It Matters: Ensures that the patron’s actual information needs are met. Builds rapport and promotes user satisfaction. Applicable beyond libraries—help desks, teaching, and archival services.

Make eye contact and use open body language to signal interest. (Wong & Saunders, 2025)

• Acknowledge patrons by greeting them warmly, whether in person or through remote services.
• Offer assistance if a patron seems hesitant or unsure about where to begin.

Potential Challenges:

• Patrons may feel intimidated or embarrassed, leading to hesitation.
• Fear of judgment or lack of confidence in their questions can prevent engagement. (Wong & Saunders, 2025)

Questions to Ask:

• “How can I help you today?”
• “Is there anything in particular you’re hoping to find?”

Best Practices:

“How can I help you today?”

Real-World Example:

• In-Person: A student hesitantly approaches the reference desk and asks, “Do you have any books about climate change?”
• Online: A user sends a chat message asking, “How do I find peer-reviewed articles for my research?”

Potential Challenges:

• Patrons may feel intimidated or worry about asking a “dumb” question.
• Remote services may lack visual cues that signal approachability.
• Patrons may hesitate to interrupt if the librarian looks busy.

Best Questions for the Librarian to Ask:

• “What kind of format do you need this in?
• “Would you like a broad overview or a deep dive?”

“Would you like a broad overview or a deep dive?”

Potential Challenges:

• Patrons may expect quick answers when deeper research is required.
• Information overload can overwhelm patrons if too many sources are presented.
• Patrons may struggle to distinguish reliable sources.

Best Questions for the Librarian to Ask:

• “Does this information match what you’re looking for?”
• “Would you like help narrowing down your results?”
• “Are there other areas you’d like to explore further?”

“Does this information match what you’re looking for?”

Potential Challenges:

• Miscommunication may occur if the explanation is too complex or overly simplified.
• Patrons may not ask for clarification, leading to misunderstandings.
• Technical jargon can alienate patrons unfamiliar with subject-specific terms.

Best Questions for the Librarian to Ask:

• “Does this answer your question?”

• “Would you like more detailed information?”

• “Do you prefer digital resources or printed materials?”

“Would you like more detailed information?”

Potential Challenges:

• Patrons may leave with unanswered questions if follow-up is not explicitly invited.
• Librarians may assume the interaction is complete when the patron is still unsure.
• Remote patrons may not feel empowered to ask further questions.

Best Questions for the Librarian to Ask:

• “Is there anything else I can assist you with today?”
• “Do you feel this information answers all your questions?”
• “Would you like me to recommend additional resources?”

“Do you feel this information answers all your questions?”

Final Thought: Without the patron of the library and the users of the reference services the librarians would lose purpose. They are at the heart of all we do. “Approachability, interest, and active listening permeate the entire reference interview process” (Wong & Saunders, 2025, p. 151).

Wong, M. A., & Saunders, L. (2025). Reference and information services : an introduction (Seventh edition). Bloomsbury Libraries Unlimited.

That was great! I can't believe I have just been using google before now.

References: