The reference interview is the part of our jobs that we often enjoy most and is a fundamental part of the service we offer. The evolution of our research service has expanded to include virtual reference tools leading to a delivery that looks a bit different but still requires library staff to use many of the same communication and interpersonal skills that are also employed during a regular face-to-face reference transaction.
In fact, it could be said that the interpersonal skills -being relatable, and making a human connection - are even more important in virtual reference.
Students who come to the research desk are often experiencing a variety of emotions such as frustration or embarrassment that they can't find what they're looking for and uncertainty about how to ask to for help. When starting the reference interview you are also contending with perceived power imbalances and cultural differences. It's a lot. That is the reason we have created this guide - to ensure that everyone is delivering the same service and understands the reasons why we deliver the services in this manner.
Numerous professional organizations have developed standards that focus and guide our approach to delivering information services to North Island College students.
Examples of these standards are:
The Library & Learning Commons follows RUSA's Guidelines for Behavioral Performance of Reference and Information Service Providers when leading a reference interview. These guidelines have addressed five main areas:
The sections are further broken down into three categories:
• General--Guidelines that can be applied in any type of reference interaction, including both in person and remote transactions.
• In Person--Additional guidelines that are specific to face-to-face encounters, and make the most sense in this context. BlueJeans video meetings can be considered “in-person” transactions.
• Remote--Additional guidelines that are specific to reference encounters where traditional visual and non-verbal cues do not exist including phone, e-mail, and chat services (AskAway).
For the purpose of this guide we will be discussing the points that specifically support virtual reference.
The goal of the reference interview should be to provide students with a practical educational experience that will allow us to use our skills and experience to support students in developing the ability to participate ethically in communities of learning. Teachable moments are often spontaneous and dependent on a student's readiness.
Tips and Strategies for Incorporating Instruction in Reference Interviews: