Being on the seeker end of a reference interview is certainly a unique experience after so many years in the "driver's seat." My experience with my staff partner was completely different from my interview with the IM reference service. As discussed by many of us in the first posting, there is no substitute for providing and receiving reference help in person. I asked the same question of both persons and tried to phrase it in the same manner. The IM service for Ohio University libraries was very cut and dry; there was no greeting, just a succession of questions about what format of material I wanted. There was no paraphrasing to ensure the topic was accurate, or questions to clarify my needs. I was quickly recommended a title and told to look at the catalog to find out more of what that book contained. Not what I would consider a success. I felt like the IM reference person was in a hurry so I did not feel comfortable continuing the interview after the first book was recommended.
My staff member interview, on the other hand, was quite thorough. (He knew he was under the microscope. ha ha) He asked all the right kinds of questions. He asked how soon the material was needed, if I could wait for a reserve or prefered a 24-hour hold, "introduced" me to ebooks on NetLibrary, and asked if I needed anything else. He asked so nicely, I offered to let him write the five-page reseach paper for which I was seeking the information. That got me a laugh. :) Of course I felt more comfortable with this interview because I knew the person.
In return, my experience as the interviewer has become second nature. The questions come more naturally and on this occasion were successful in finding the desired material .
Overall this experience has reinforced by belief in asking and listening attentatively which is a skill I have yet to see achieved by IM.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment