One of my first assignments for Reference and Information Services was to do an online chat/reference interview with a classmate and also an in-person interview with a friend or family member and compare the two types of interviews. After completing the two, I found the chat interview to be much more difficult. It was hard to remain in contact with the patron while searching. I found a good strategy to use is to find some information and send it to the patron to look at while you're still searching. My Professor recommended a great way to attempt the online chat is to show enthusiasm by making statements like "Wow, that sounds really interesting!" The in-person interview was easier because I worked actively with the patron, we searched together and I could tell by verbal cues and body language whether we were going in the right direction. Many libraries are using virtual reference interviews, so it's important to think about the skills you need to have a successful interview without having the patron present.
In class we also went over how to provide excellent service to all patrons without passing judgement. According to my textbook,
Reference and Information Services in the 21st Century (co-authored by the Ames Free Library's very own Uma Hiremath)
, there are five basic steps to providing excellent service during a reference interview. They are:
1.Approachability: make eye contact, smile.
2.Interest: make the patron feel like her question is exciting or important
3.Listening/Inquiring: Make the patron feel comfortable. Communicate so you can clarify what the patron wants to know.
4.Searching: Know your resources!
5.Follow up: Make sure the patron is satisfied with the results.
Here are some ALA (American Library Association) and RUSA (Reference and User Services Association) guidelines to look over:
RUSA Guidelines for:
RUSA Guidelines for:
ALA
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