Articles were a good refresher

It is so easy when asked a simple reference question, to take it at face value as a simple question (and many times the question is what it appears to be). However, there are times when a patron might want something much more specific than they are letting on. Going through the self guided tour by the Ohio Library Council reminded me of the little things that need to go into a good reference interview. A lot of them I think we do naturally as part of providing good customer service, such as listening and making good eye contact. Others, such as paraphrasing and asking open questions, I use occassionally, but not every time. It is important to get to the heart of question, since despite my best efforts I have been led on an hour long information goose chase by a patron. So hopefully by refreshing my memory on proper reference interviewing skills, I won't have that happen again!!!!!