Thursday, May 15, 2008
Reference Interviewing
Like Lisa, I felt all the websites offered great review material. The reminders on how to watch our body language, tone and facial expressions was refreshing. I was surprised the one study said we only got the reference question right about 50 percent of the time. Was it us, them, or combo of miscommunications? The Virtual website had some cool ideas on how to "personalize" the online experience. I actually see that a lot on travel sites with online help, they use a persons face with the icon "talk with someone." One of my pet peeves, whether I am a customer or working here at the library, is ignoring people. I dislike it so much, I always try and acknowledge my customer is there even if I can't help them immediately. Lastly, the puppet show, I got a great chuckle out of. I think all of us have had a customer like that, just all over the place!!
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The Ohio Library Council's self guided training was a great refresher of how our interviewing skills nudge the patron ever closer to the correct material to meet his/her need. I agree with the powerpoint "Original Question's Rarely the Question" which likened the interview to an artist in the creative process. Too often we forget the power of the spoken or written word and our responses, both verbal and physical, that can create frustration when we do not actively listen, lead to success when we do, or leave our patron lost somewhere in between when we do not follow through completely. Reference interviewing by IM requires that same attention to detail but is hampered by the lack of body language. Quick responses and constant communication are key to making that patron feel connected. But the IM factor also leads us to ask ourselves "When does the question require more than can be done over the computer?" Our skill in determining that level of need will allow for a higher rate of customer satisfaction when assisting patrons not in the building.
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