Well, that was an interesting puppet show! I must admit they did get the point across on how not to project ones interpretations onto the customers.



As a tech this Reference Interviewing training is something much needed. Reference questions are not just for Information Specialists. Having a better grasp on what to ask and how to approach sensitive topics not only helps the customer but allows staff to find the info and/or pass on the appropriate information to someone more qualified.

I prefered the Ohio outline for techniques. Outlines work better for me, utube quality was lacking as well as the acting.