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Reference interview
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A reference interview is a conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of their information need by first attempting to clarify that need and then by directing the user to appropriate information resources.
Definition
[edit]Bopp & Smith (1995) define the reference interview as the "conversation between a member of the library reference staff and a library user for the purpose of clarifying the user’s needs and aiding the user in meeting those needs."[1]
According to the Online Dictionary for Library and Information Science, a reference interview is "the interpersonal communication that occurs between a reference librarian and a library user to determine the person's specific information need(s), which may turn out to be different from the reference question as initially posed."[2]
Stephen Abram uses the concept of "the library as conversation," and says that when it comes to reference questions, "[librarians'] core skills are the skills and competencies required to improve the quality of the question."[3]
Stages
[edit]The reference interview is structured to help a librarian provide answers to a library user. In general, the interview is composed of the following stages:[4]
- Welcoming
- Gathering general information and an overview of the problem
- Confirming the exact question
- Intervention, such as giving information, advice, or instructions
- Finishing, including feedback and summary
These stages may occur in loops; for example when a clarification of the question leads to the need to establish more background information on the query topic. These steps are designed to put the user at ease and help ensure that they have correctly explained what they require. When the reference librarian believes that the query is fully understood, they attempt to provide resources to help satisfy it. The important but often overlooked final step is checking that the information or service provided was indeed what the library user required.
Techniques
[edit]The purpose behind the reference interview structure is to ensure that the library user's information need is satisfied. The librarian can use a number of interview techniques to help identify the user's exact need. Poor reference interview skills may lead to misinterpretation of the real question, a lack of real help, and/or an unsatisfied library user.[5]
Librarians use many techniques to help identify a user's information need. With body language, repetition, and paraphrasing of what the user says, the interviewer can encourage the user to give more information about what they need. Asking open questions establishes context and helps to identify exactly what is required. A lack of follow-up, checking that the user found what they required, is one of the common mistakes made in the reference interview.[6]
Query formation
[edit]One of the biggest problems with providing effective reference services is badly formed queries. In these instances, the user's reference question doesn't match up to the information they actually need.[7] Badly formed queries may lead to user frustration, as they perceive that the reference interview is not solving their problem.
Many of the techniques used in the reference interview are geared towards developing a query until a sense of the user's true information need is gained. The librarian typically has little insight into the social and psychological barriers that might be preventing the user from explaining their question accurately, and so must take care when developing it.[8]
Digital reference
[edit]Digital reference is a reference service initiated electronically, often in real-time. The initial meeting between a patron and librarian is not face-to-face, though queries mutate and may later take place at a physical reference desk. Virtual reference services can be conducted via internet chat, videoconferencing, email, cobrowsing, and instant messaging. Unlike the in-person reference interview, digital reference might be an asynchronous pursuit.
Initial uptake of virtual reference services was not as swift as some had predicted. The complexity of virtual reference may have partly been to blame, as users want information quickly and with minimal effort.[9] Some evidence suggests that the problem lies with poor uptake and training among library staff.[10]
Library users
[edit]Library users are not always comfortable using reference services or satisfied with them when used. Unobtrusive user studies suggest that only around 55% to 65% of users leave a reference interview satisfied with the result and willing to return.[5] Demographics, social factors, and preconceptions about libraries all contribute to this figure. Embarrassment, shyness, and anxiety can prevent a user from approaching the reference desk, and poor signposting and explanation of services can mean that some customers aren't aware that the reference service exists. To be as effective as possible, libraries are encouraged to be proactive in publicizing their services and reducing the stigma of asking for help.[11]
Usefulness
[edit]Some researchers question the validity of the reference interview and the investment that a reference librarian represents.[12] Others argue that reference services should broaden their target audience. As people increasingly use the internet to make major, life-affecting decisions, they might also require the services of professionals who are able to provide help in this environment.[13] In the age of information overload, a successful reference interview may empower users to confidently make such decisions in their lives.
See also
[edit]References
[edit]- ^ Bopp & Smith (1995), p. 37.
- ^ Reitz (2014).
- ^ Abram, Stephen (16 April 2019). "Special Library Reference Interviews: Basics of a Neglected Professional Skill". Lucidea. Retrieved 17 April 2019.
- ^ Ross, Nilsen & Dewdney (2002), p. 3.
- ^ a b Nilsen (2005), p. 3.
- ^ Nilsen (2005), p. 6.
- ^ Fields (2006), pp. 405–420.
- ^ Murphy (2005), pp. 247–252.
- ^ Stormont (2007), p. 119.
- ^ Nilsen (2005), p. 8.
- ^ Robinson & Reid (2007), pp. 405–424.
- ^ Ryan (2008), pp. 389–399.
- ^ Janes (2003), pp. 22–25.
Citations
[edit]- Bopp, Richard E.; Smith, Linda C. (1995). Reference and Information Services: An Introduction (second ed.). Englewood, Colorado: Libraries Unlimited.
- Childers, T. (1978). The Effectiveness of Information Service in Public Libraries: Suffolk County: Final Report. Philadelphia, PA: Drexel University, School of Library, and Information Science.
- Fields, A. (2006). "Ill-structured Problems and the Reference Consultation: The Librarian's Role in Developing Student Expertise". Reference Services Review. 34 (3). doi:10.1108/00907320610701554. hdl:1811/48344.
- Janes, J. (2003). "What is reference for?". Reference Services Review. 31 (1): 22–25. doi:10.1108/00907320310460852.
- Murphy, S (2005). "The Reference Narrative". Reference & User Services Quarterly. 44 (3).
- Nilsen, K (2005). Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to Physical and Virtual Reference Desks in Public and Academic Libraries. World Library and Information Congress: 71st IFLA General Conference and Council, IFLA.
- Reitz, Joan M., ed. (2014). "Reference interview". ODLIS - Online Dictionary for Library and Information Science. Retrieved 12 June 2012.
- Robinson, R; Reid, P (2007). "Do academic enquiry services scare students?". Reference Services Review. 35 (3): 405–424. doi:10.1108/00907320710774283. hdl:10059/363.
- Ross, C.; Nilsen, K.; Dewdney, P. (2002). Conducting the Reference Interview: A How-To-Do-It Manual for Librarians. London: Facet Publishing.
- Ross, S. R (2009). Why bother with a reference interview?. London: London, Facet. pp. 1–37.
- Ryan, S. (2008). "Reference Transactions Analysis: The Cost-effectiveness of Staffing a Traditional Academic Reference Desk". The Journal of Academic Librarianship. 34 (5): 389–399. doi:10.1016/j.acalib.2008.06.002.
- Stormont, S. (2007). "Looking to Connect: Technical Challenges that Impede the Growth of Virtual Reference". Reference & User Services Quarterly. 47 (2).
Further reading
[edit]- Jennerich, Elaine Z. and Jennerich, Edward J. (1997). The Reference Interview as a Creative Art. Westport, CT: Libraries Unlimited.
- Katz, William A. (2001). Introduction to Reference Work, Vol. 1: Basic Information Services. 8th Ed. New York : McGraw-Hill.
- Katz, William A. (2001). Introduction to Reference Work, Vol. 2: Reference Services and Reference Processes. 8th Ed. New York : McGraw-Hill.
External links
[edit]Reference interview
View on Grokipediafrom Grokipedia
The reference interview is the interpersonal communication that occurs between a reference librarian and a library user to clarify the user's specific information needs, which may differ from the question initially posed, and to assist in fulfilling those needs using available resources.[1] This process is foundational to reference services in libraries, enabling librarians to translate vague or incomplete queries into actionable searches that save the user's time and deliver relevant results.[2]
In practice, the reference interview follows guidelines established by the Reference and User Services Association (RUSA), a division of the American Library Association, which outline five key behavioral components: approachability (welcoming the user proactively), interest (demonstrating engagement), listening/inquiring (asking open-ended questions to probe deeper), searching (explaining strategies and resources), and follow-up (verifying satisfaction and offering further help).[3] These steps ensure a user-centered interaction, adapting to diverse patrons such as students, researchers, or the general public, and are essential for uncovering underlying needs—such as distinguishing between a request for basic facts versus in-depth analysis.[2] Effective interviews build rapport, enhance user satisfaction, and align with core library principles, like Ranganathan's Fourth Law of Library Science: "Save the time of the reader."[2]
With the rise of digital services, the reference interview has evolved to include virtual formats like chat, email, and video consultations, where traditional nonverbal cues are replaced by clear text-based communication and structured questioning.[3] Studies of virtual transactions, such as those at university libraries, show that adherence to RUSA standards in these settings leads to higher compliance rates (over 75% in analyzed chat sessions) and improved outcomes, underscoring the interview's adaptability and enduring role in modern librarianship.[3]
The initial stage involves creating a welcoming and equitable environment to greet the user and establish rapport, determining if reference assistance is required. Librarians foster approachability through eye contact, open body language, and a simple invitation like "How can I help you today?" to encourage the user to articulate their need.[2] This step is crucial for building trust and ensuring the interaction begins on a positive note, aligning with RUSA's emphasis on inclusion and approachability for equitable access regardless of user background.[24] Stage 2: Engagement (Problem Elicitation/Definition)
Here, the librarian demonstrates interest and probes to clarify the user's underlying information need through active listening and open-ended questions that reveal context and prior knowledge. Examples include inquiries such as "What do you already know about this topic?" or "What have you tried so far?" to elicit details beyond the initial query.[2] This stage prevents misinterpretation and fosters a deeper understanding, with RUSA emphasizing restating the query for confirmation.[24] Stage 3: Searching (Strategy Execution)
In this phase, the librarian collaborates with the user to develop and implement a search strategy, selecting appropriate resources and explaining the process transparently. Findings are delivered with context, such as summarizing key results or demonstrating how to access them independently.[2] RUSA stresses collaboration and flexibility to refine strategies iteratively if initial results fall short.[24] Stage 4: Evaluation and Closure (Follow-up)
The final stage involves evaluating the information's quality with the user and verifying satisfaction by asking if the information meets their needs, such as "Is this what you were looking for?" and offering additional support or referrals if necessary.[2] This iterative potential ensures completeness, with RUSA enhancing it through confirmation of resolution and post-interaction follow-up options to promote ongoing assistance.[24]
Overview
Definition
A reference interview is a structured conversation between a librarian or information professional and a library user aimed at clarifying the user's information need and providing the most appropriate response. This process involves identifying the precise nature of the inquiry, which often extends beyond the user's initial query to address underlying knowledge gaps or unarticulated requirements. Key components of the reference interview include open-ended questioning to elicit detailed descriptions of the user's needs, active listening to interpret verbal and nonverbal cues, and iterative dialogue that allows for refinement of the query through follow-up clarifications.[4] These elements enable the professional to uncover the true information need, ensuring that the assistance provided aligns closely with the user's expectations and context. Unlike general customer service interactions, which typically involve transactional exchanges such as checkouts or directional guidance, the reference interview specifically targets information retrieval and the bridging of knowledge gaps through expert mediation. The term "reference interview" was formalized in library education during the mid-20th century, notably by Margaret Hutchins in her 1944 work Introduction to Reference Work, building on earlier concepts of personal relations in reference service as articulated by Samuel S. Green in his 1876 essay.Purpose and Importance
The reference interview primarily aims to bridge the gap between a user's initially expressed information need and their underlying requirements, enabling librarians to clarify ambiguities and elicit details that might otherwise be overlooked. By engaging in this dialogic process, librarians prevent misinterpretation of queries, which often arise from users' incomplete articulation of their goals, and ensure the delivery of targeted resources that directly empower users to achieve their objectives. For instance, when a patron asks broadly about "plant adaptations," the interview might reveal a specific interest in carnivorous plants, leading to more precise recommendations.[5][2] In library services, the reference interview holds significant importance by enhancing overall user satisfaction through personalized assistance, fostering equitable access to information for diverse populations including those with varying literacy levels or cultural backgrounds, and supporting lifelong learning by connecting users to reliable sources. It is particularly critical for handling ambiguous or complex queries, as research shows that around 40% of initial user questions in public libraries are unclear without further probing, potentially leading to ineffective self-service outcomes. This process not only builds trust in library staff but also reinforces the institution's role as a democratic gateway to knowledge.[6] Empirical studies underscore the measurable impacts of effective reference interviews, demonstrating substantial improvements in service outcomes. For example, a statewide analysis of 397 reference transactions in academic libraries found that librarians who actively solicited user feedback during interviews achieved a 76% correct answer rate, compared to 52% for those who did not, representing a roughly 24% increase in query resolution effectiveness. Such interventions also correlate with higher user-perceived value of services and greater success in information location, highlighting the interview's role in optimizing resource use over unguided searches.[7] Furthermore, the reference interview plays a foundational role in information literacy by helping users articulate, refine, and evaluate their information needs, cultivating skills essential for independent research and critical thinking, such as recognizing when information is needed, locating it efficiently, and using it ethically, as outlined in the American Library Association's Framework for Information Literacy for Higher Education.[8][9]Historical Context
Origins in Librarianship
The concept of the reference interview emerged in the late 19th century alongside the growth of public libraries in the United States, where librarians began emphasizing personal interactions to assist patrons in navigating collections. Samuel Swett Green's seminal 1876 article, "Personal Relations Between Librarians and Readers," published in the American Library Journal, advocated for librarians to engage directly with readers to understand their needs, foster interest in library resources, and provide tailored guidance, marking an early call for interactive reference practices.[10] This approach addressed the limitations of self-service in emerging public institutions, positioning personal assistance as essential for effective information access.[11] The formalization of reference interview principles gained momentum in the early 20th century through the establishment of library education programs, influenced by foundational efforts like Melvil Dewey's creation of a dedicated reference department at Columbia College in the 1880s, which underscored personal assistance as central to library service.[10] By the 1900s, reference work was integrated into library school curricula, with Alice B. Kroeger's 1902 Guide to the Study and Use of Reference Books serving as a key instructional text that emphasized practical skills in user interaction and resource navigation.[12] This educational shift, tied to the 1876 founding of the American Library Association by Dewey and others, standardized training in interpersonal reference techniques across institutions.[10] In the pre-digital era, the reference interview was inextricably linked to physical tools like card catalogs and print materials, where limited indexing and complex arrangements necessitated librarian mediation to locate information efficiently.[13] Librarians acted as interpreters of these analog systems, helping users overcome barriers posed by incomplete or specialized bibliographies. Key milestones included the 1930s expansion of reference services in academic libraries, with the adoption of subject specialization and departmental units to support faculty and student research more effectively.[13] Following World War II, there was a heightened emphasis on user-centered services, including increased staffing for personalized assistance and collaborative research support, reflecting a broader commitment to meeting diverse patron needs in research-oriented environments.[13] These developments laid the groundwork for the reference interview's evolution into more structured practices in subsequent decades.Evolution Over Time
In the mid-20th century, from the 1950s to the 1970s, the reference interview became formally integrated into reference desk protocols across libraries, transitioning from informal exchanges to a systematic method for eliciting and clarifying user information needs at the point of service. This period marked a shift toward standardized training for librarians, emphasizing active listening and question probing to address the growing complexity of library collections and user expectations.[14] A foundational influence was Robert S. Taylor's 1962 paper, "The Process of Asking Questions," which introduced four levels of question formulation—visceral need (unconscious dissatisfaction), conscious need (mental description), formalized need (expressed question), and compromised question (adjusted for system constraints)—providing a theoretical model for how librarians could negotiate vague inquiries into actionable searches.[15] Taylor's framework, later expanded in his 1968 study on question-negotiation in libraries, underscored the pre-search interview's role in aligning user intent with retrieval systems, profoundly shaping information science education and reference practices during this era.[16] The late 20th century, spanning the 1980s and 1990s, brought transformative changes as online catalogs and networked systems like OCLC's proliferated, requiring reference interviews to evolve from print-focused interactions to include instruction on digital navigation and resource verification. By the late 1970s and into the 1980s, nearly all major research libraries adopted OCLC for shared cataloging, which expanded reference librarians' ability to conduct real-time interlibrary checks during interviews but also introduced challenges in teaching users to formulate queries for electronic interfaces.[17][18] Complementing this technological shift, Brenda Dervin's sense-making methodology, emerging in the early 1980s, influenced reference practices by promoting neutral questioning to map users' situational contexts and gaps in understanding, as articulated in her 1986 collaboration with Patricia Dewdney, which advocated for empathetic, non-directive techniques to enhance query negotiation in an increasingly diverse user base.[19] Post-2000, the reference interview adapted to the digital landscape dominated by web search engines and virtual platforms, with librarians incorporating tools like Google to augment traditional probing and deliver hybrid in-person/online assistance. This era saw the normalization of asynchronous services such as email reference—adopted by over 92% of major academic libraries by 1999—and synchronous chat, which by the mid-2000s served millions of remote users daily while preserving core interview elements like rapport-building and query refinement.[14][20] In the 2020s, the COVID-19 pandemic catalyzed further adaptations for remote interactions, with academic health sciences libraries reporting an 84% surge in virtual reference usage, 97% reliance on email for interviews, and 89% on online platforms to handle queries amid physical closures, often focusing on pandemic-specific topics like treatments and misinformation.[21] Concurrently, AI chatbots have integrated into reference workflows, using natural language processing to manage routine questions 24/7 and simulate initial interview stages, thereby complementing human librarians for deeper negotiations on complex needs.[22] The American Library Association's 2023 guidelines for behavioral performance in reference services reflect these developments, extending standards for approachability, listening, and search strategies to virtual and AI-assisted contexts to maintain user-centered efficacy.[23]Core Process
Stages of the Interview
The reference interview follows a structured sequence of stages that guide librarians in assisting users effectively. A common framework aligns with the guidelines from the Reference and User Services Association (RUSA), a division of the American Library Association. RUSA's 2023 guidelines outline six key behavioral performance areas: inclusion, approachability, engagement, searching, evaluation, and closure. These provide a flexible structure that allows for iteration based on user feedback and reflect evolving practices in diverse library environments.[24] Stage 1: Inclusion and Approach (Orientation)The initial stage involves creating a welcoming and equitable environment to greet the user and establish rapport, determining if reference assistance is required. Librarians foster approachability through eye contact, open body language, and a simple invitation like "How can I help you today?" to encourage the user to articulate their need.[2] This step is crucial for building trust and ensuring the interaction begins on a positive note, aligning with RUSA's emphasis on inclusion and approachability for equitable access regardless of user background.[24] Stage 2: Engagement (Problem Elicitation/Definition)
Here, the librarian demonstrates interest and probes to clarify the user's underlying information need through active listening and open-ended questions that reveal context and prior knowledge. Examples include inquiries such as "What do you already know about this topic?" or "What have you tried so far?" to elicit details beyond the initial query.[2] This stage prevents misinterpretation and fosters a deeper understanding, with RUSA emphasizing restating the query for confirmation.[24] Stage 3: Searching (Strategy Execution)
In this phase, the librarian collaborates with the user to develop and implement a search strategy, selecting appropriate resources and explaining the process transparently. Findings are delivered with context, such as summarizing key results or demonstrating how to access them independently.[2] RUSA stresses collaboration and flexibility to refine strategies iteratively if initial results fall short.[24] Stage 4: Evaluation and Closure (Follow-up)
The final stage involves evaluating the information's quality with the user and verifying satisfaction by asking if the information meets their needs, such as "Is this what you were looking for?" and offering additional support or referrals if necessary.[2] This iterative potential ensures completeness, with RUSA enhancing it through confirmation of resolution and post-interaction follow-up options to promote ongoing assistance.[24]
Key Techniques
Active listening is a foundational technique in the reference interview, involving the librarian's focused attention to the user's statements, followed by paraphrasing to confirm understanding, such as restating, "So, you're seeking historical data on climate change impacts in the 20th century?"[24] This practice clarifies the user's informational objectives and builds rapport by demonstrating genuine interest.[24] Librarians employ a mix of open-ended and closed-ended questions to elicit detailed information without leading the user. Open-ended questions, such as "What aspects of this topic are you most interested in?" encourage elaboration and reveal underlying needs, while closed-ended ones, like "Do you need peer-reviewed articles only?" confirm specifics efficiently.[24] A structured questioning approach often starts with broad open questions to explore the query's scope before narrowing with targeted closed ones. Non-verbal cues play a critical role in signaling engagement and approachability during in-person interactions. Maintaining eye contact, nodding affirmatively, and adopting an open body posture convey attentiveness and encourage the user to share more freely.[24] In virtual settings, these are adapted through tone of voice, emojis, or brief acknowledgments to maintain connection.[24] Negotiation strategies address vague or reluctant queries by using probing questions to uncover context, such as "Can you describe how you plan to use this information?" This collaborative approach helps refine the user's request without imposing assumptions, fostering mutual agreement on the search strategy.[24] Librarians avoid judgment on sensitive topics to keep the dialogue open and productive.[24] Ethical considerations underpin all techniques, emphasizing confidentiality to protect user privacy—treating all queries as private unless legally required otherwise—and avoiding personal biases that could skew recommendations.[25] Librarians must reflect on implicit biases to ensure equitable, non-judgmental service, aligning with professional codes that prioritize intellectual freedom and inclusive access.[25]Query Development
Forming the Information Need
Forming the information need begins with the librarian's analysis of the user's initial query, distinguishing the expressed or surface-level request from the underlying information requirement that drives it. This differentiation is crucial because users often articulate only a portion of their true need, leading to potential mismatches in resource provision if not addressed. Robert S. Taylor's foundational 1968 framework outlines four progressive levels of user need in the information-seeking process: the visceral need, characterized by a vague, pre-conscious feeling of dissatisfaction or unease without a clear articulation; the conscious need, where the user becomes aware of a specific problem and forms a general idea of what information might help; the formalized need, in which the user mentally constructs a precise question or statement of the requirement; and the compromised need, the version of the question adapted and presented to the information system or librarian, often simplified or altered due to communication constraints.[26] Clarification methods focus on expanding ambiguous queries through targeted questioning, commonly using the "wh-" framework (who, what, when, where, why, and how) to elicit details on context, scope, and purpose. For instance, a broad request like "information on cars" might be refined by asking "Who is this for (e.g., a student or mechanic)?," "What specific aspect (e.g., history, maintenance, or electric models)?," "When do you need this (e.g., recent developments or historical overview)?," "Where is the focus (e.g., global or regional)?," "Why do you need it (e.g., for a report or purchase decision)?," and "How detailed should the information be?" This structured probing transforms vague inputs into actionable specifications, ensuring alignment with the user's goals.[27][28] A frequent pitfall is assuming the user's intent without thorough probing, which can result in misinterpreting a simple ready-reference query (e.g., a quick fact like a definition) as requiring extensive research, thereby inefficiently directing resources. Another common error involves prematurely concluding the clarification phase, such as by not rephrasing the query for confirmation or overlooking the need for additional context, leading to incomplete understanding and user dissatisfaction. These issues underscore the importance of active listening and iterative questioning to avoid superficial responses.[28] In the overall reference interview process, forming the information need occupies a central role in the negotiation stage (typically stage 2), where the librarian collaborates with the user to refine the compromised need into a clear, operational form. This step directly informs subsequent resource selection by establishing the precise parameters for the search, enhancing the accuracy and relevance of outcomes.[26]Refining and Validating Queries
Refining and validating queries in the reference interview involves an iterative dialogue where the librarian adjusts the user's initial information need to ensure precision and relevance, often through targeted questioning and preliminary exploration. This process builds on the negotiation of the query by employing both open-ended and closed-ended questions to clarify ambiguities and expand details, such as asking, "Could you please tell me a little more about what you are looking for?" or "What type of information are you seeking—facts, opinions, or overviews?"[24] Iteration techniques include re-asking questions after conducting preliminary searches to gauge initial results, allowing the librarian to adjust the scope—for instance, narrowing a broad topic like "climate change" to a specific aspect such as "impacts on coastal cities in the 21st century" based on user responses.[29] This back-and-forth refines the query by incorporating feedback from early database tests, where the librarian might demonstrate sample results and inquire, "Based on these, do we need to revise our search terms?" to align with the user's expectations.[24] Validation steps emphasize user feedback loops to confirm the query's accuracy, such as restating the understood need—"If I understand correctly, you're looking for recent studies on X"—and seeking affirmation before proceeding.[24] Librarians test the refined query against relevant databases or resources, evaluating whether retrieved items match the user's described need, and adjust accordingly if discrepancies arise, for example, by broadening terms if results are too sparse or adding filters if overly broad.[29] These steps ensure the query is not only clarified but also verified through active user involvement, with prompts like "Are we finding what you're looking for?" to validate relevance in real time.[24] Advanced elements of this process integrate user context to prioritize and tailor results effectively, such as assessing expertise level through questions like "What is your familiarity with this topic?" to adjust explanation depth, or identifying time constraints by asking "Do you need this information quickly, or can we explore more thoroughly?"[30] This contextual awareness helps in scoping the query—for breadth, depth, or temporal limits—ensuring outcomes are practical and user-centered.[31] Ultimately, successful refinement and validation lead to well-formulated search terms that capture the precise information need, enhancing the efficiency of subsequent resource delivery in both traditional and digital reference environments.[29]Applications in Practice
Traditional In-Person Settings
In physical library environments, the reference interview unfolds primarily at dedicated reference desks, where librarians engage users in one-on-one conversations to clarify information needs. These interactions often leverage print resources, such as encyclopedias and directories, alongside access to local databases and catalogs housed on library computers, allowing for immediate retrieval and demonstration of materials.[24][2] This setting fosters a collaborative process, with librarians guiding users through resources in real time, building on foundational practices from early librarianship. A primary advantage of in-person reference interviews lies in the provision of immediate non-verbal feedback, enabling librarians to observe users' body language, eye contact, and expressions to adjust explanations and confirm comprehension.[33] For instance, smiling and maintaining eye contact signal approachability and attentiveness, enhancing trust and interaction quality.[33] Additionally, hands-on demonstrations—such as physically retrieving and displaying a book from the shelves or jointly navigating a database—allow users to engage directly with resources, promoting deeper understanding and skill transfer compared to remote methods.[34] Protocols for conducting these interviews emphasize approachability and respect for user privacy. Librarians typically initiate with a welcoming greeting, such as "How can I help you today?" to encourage open dialogue and set a supportive tone.[2][28] If the query involves sensitive topics, staff may relocate to a quieter, more private area within the library to maintain confidentiality, aligning with established guidelines on patron privacy.[35] In public libraries, protocols often accommodate a broad range of casual inquiries, with flexible desk arrangements to handle walk-ins efficiently, whereas academic libraries prioritize structured sessions focused on research depth, sometimes scheduling follow-ups at consultation tables.[36][37] Despite the rise of digital alternatives, traditional in-person reference interviews persist as a core component of library services in the 2020s, reflecting their enduring value in fostering direct engagement. Surveys from academic libraries indicate that reference questions accounted for approximately 12% of total desk interactions in the late 2010s and early 2020s, with many institutions maintaining dedicated in-person staffing post-pandemic to support hands-on assistance.[38] This continuity underscores the interview's role in addressing complex queries that benefit from physical proximity and tangible resources.[39]Digital and Virtual Reference
Digital and virtual reference services adapt the traditional reference interview to online environments, enabling librarians to assist users remotely through electronic channels. These services emerged prominently in the early 2000s, with tools like QuestionPoint, a collaborative platform developed by the Library of Congress and OCLC, facilitating email, chat, and instant messaging for 24/7 reference support since its launch in 2002.[40] Formats include asynchronous options such as email, which allow users to submit queries at their convenience with delayed responses, and synchronous methods like real-time chat, video calls, or Voice-over-IP, which mimic in-person immediacy but require simultaneous availability.[41] Video conferencing and co-browsing tools further enhance interaction by enabling screen sharing and visual demonstrations, though they demand compatible technology from both parties.[42] Key challenges arise from the asynchronous-synchronous divide: asynchronous formats like email can lead to miscommunications due to response delays, complicating the iterative questioning essential to the reference interview, while synchronous chat sessions impose time pressures that limit depth and non-verbal cues.[41] To build rapport in text-based chats, librarians adapt by using emojis, abbreviations, and pre-set templates to convey tone and empathy, compensating for the absence of facial expressions or body language.[42] Open-ended questions remain effective but must be phrased concisely to fit chat constraints, with studies showing no direct correlation between their use and session success in early virtual implementations, though patron satisfaction remains high.[43] In the 2020s, AI-assisted integrations have transformed initial triage, with chatbots leveraging natural language processing to handle routine queries 24/7 and direct complex needs to human librarians for nuanced handling.[22] Platforms like Google Dialogflow or IBM Watson connect to library knowledge bases, answering basic questions and collecting details for escalation, but require human oversight to address emotional or intricate information needs that AI cannot fully replicate.[22] More recent advancements include generative AI tools, such as large language models integrated into library systems for enhanced query handling and personalized recommendations; for example, as of 2024, vendors like Ex Libris have introduced AI features in products like Alma for reference support.[44] Best practices emphasize clear communication protocols, such as stating expected response times (e.g., within 5 business days for email) and using structured replies with greetings, clarifications, and signatures to foster trust.[45] File sharing for resources must adhere to copyright laws, prioritizing links over attachments to ensure accessibility.[45] Equity concerns, including the digital divide, highlight how virtual services can exacerbate access gaps for low-income or rural users lacking reliable internet—as of 2024, approximately 7% of U.S. households lack home broadband access—prompting libraries to offer hotspots, device loans, and inclusive interfaces compliant with accessibility standards like Section 508.[46][47][41]Users and Outcomes
Types of Library Users
Library users engaging in reference interviews vary widely in their backgrounds, knowledge levels, and information needs, necessitating tailored approaches to ensure effective communication and service delivery. Common categories include novices, such as undergraduate and high school students who often seek introductory or "good enough" resources for assignments, like basic overviews of historical events or literature analyses.[2] Experts, including graduate students, faculty, and researchers, typically require specialized, scholarly materials and deeper exploration, such as current data on scientific topics or advanced statistical analyses.[2] The general public, encompassing hobbyists, community members, or individuals pursuing personal interests like genealogy or health information, presents diverse needs that may range from consumer-oriented guides to in-depth factual inquiries.[2] Librarians adapt the reference interview based on these user types to optimize outcomes. For novices, simplified language and step-by-step guidance help build confidence and clarify basic queries, avoiding jargon that could overwhelm.[2] With experts, the process involves more probing questions to uncover nuanced requirements, such as specific methodologies or peer-reviewed sources, fostering a collaborative dialogue.[2] Cultural sensitivity is essential across all users, particularly for diverse populations, where librarians employ inclusive questioning to respect varying communication styles and avoid assumptions about prior knowledge or context.[48] Special groups further highlight the need for customized strategies in reference interviews. Children require engaging, age-appropriate interactions, often involving visual aids or simplified explanations to match developmental stages, while ensuring parental involvement where necessary.[49] Non-native English speakers benefit from clear, slow-paced dialogue, visual resources, or multilingual tools to overcome language barriers and accurately articulate needs.[50] Remote users, accessing services via virtual platforms, demand adaptations like screen-sharing or asynchronous follow-ups to replicate in-person rapport. In academic settings, students represent a substantial portion of reference query originators; for instance, in a study of university users, undergraduates and graduates comprised 39% of participants seeking reference assistance.[51] Inclusivity remains a core principle, with librarians addressing barriers such as language proficiency, digital access, or physical disabilities through proactive accommodations, like offering translation services or accessible formats, to equitably serve all patrons.[48]Benefits and Effectiveness
The reference interview enhances the accuracy of resource delivery by clarifying ambiguous user queries, enabling librarians to identify and provide the most relevant materials rather than generic or incorrect ones. This process reduces errors in information retrieval, as demonstrated in analyses of reference transactions where structured interviews led to more precise responses compared to unguided searches. Additionally, it educates users on effective search strategies and library navigation, empowering them to conduct independent research in the future and fostering information literacy skills. By addressing the true information need early, the interview saves time for both librarians and users, avoiding prolonged searches for irrelevant items and minimizing user frustration from ineffective self-service attempts. Empirical evidence from library studies underscores the effectiveness of the reference interview, with user satisfaction rates consistently high across formats. For instance, a 2006 analysis of 420 chat reference sessions found that adherence to professional behavioral guidelines during interviews resulted in 65.2% satisfaction with answers provided and 77.2% of users indicating they were very likely to return for future assistance.[52] A 2010 systematic review of electronic reference services reported overall satisfaction levels ranging from 69% to 98.2%, with specific studies showing 98% of email reference users satisfied and 92% rating the service as excellent or good.[53] These findings, drawn from 2010s evaluations including those aligned with Reference and User Services Association (RUSA) standards, highlight the interview's role in achieving positive outcomes, such as query resolution within efficient timeframes averaging around 10 minutes in virtual settings.[54] Regarding cost-effectiveness, assessments of academic library services indicate that targeted interviews optimize staff resources, yielding higher returns on service delivery compared to broad, unguided assistance models. In the long term, effective reference interviews cultivate repeat visits by building user trust and confidence in library services, with studies showing 77.2% of users very likely to engage again.[52] This fosters ongoing community support for information needs, as libraries become preferred hubs for diverse queries ranging from academic research to personal inquiries. Post-pandemic adaptations, including hybrid virtual interviews, have sustained these benefits, with studies indicating maintained high satisfaction levels amid shifts to digital platforms.Challenges and Future Directions
Common Obstacles
One significant barrier on the user side arises from vague or hesitant queries, often stemming from patrons' fear of admitting ignorance or bothering the librarian, which can hinder the full articulation of their information needs.[55] Time constraints further exacerbate this, as users may rush interactions due to limited availability, leading to incomplete exchanges.[43] Privacy concerns also play a role, with patrons reluctant to disclose sensitive topics during interviews, influenced by ethical commitments to confidentiality that, while protective, can create unease about potential scrutiny.[56] Librarian-side challenges include managing high volumes at reference desks, which can overwhelm staff and reduce the depth of individual interviews.[57] Skill gaps among newer staff, such as insufficient training in specialized databases or adult learning techniques, often result in less effective query clarification.[58] Burnout from repetitive interactions compounds these issues, contributing to emotional exhaustion and diminished service quality among reference personnel.[59] Environmental factors, such as noisy library settings, disrupt focused conversations and impede clear communication during interviews.[60] Resource limitations, including outdated materials or inadequate staffing, restrict the ability to address complex queries comprehensively.[58] In digital contexts, connectivity issues and technical glitches further complicate virtual reference sessions, leading to interrupted or abandoned interactions.[58] These obstacles contribute to notable failure rates in reference interviews; for instance, studies indicate success rates of approximately 60-70%, implying 30-40% failures often due to unaddressed issues like absent interviews or poor follow-up.[61] Basic mitigation strategies, such as targeted training programs for librarians, help address skill gaps and improve overall effectiveness.[29]Emerging Trends and Innovations
In recent years, artificial intelligence (AI) and machine learning (ML) have been integrated into library reference services to predict and refine user queries, enhancing efficiency in query handling. For instance, AI chatbots employ natural language processing to analyze user inputs and suggest refined search terms, drawing from historical chat transcripts to anticipate information needs.[62] Tools like IBM Watson have been adopted in libraries since the early 2020s to power conversational agents that streamline routine reference inquiries, allowing for quicker responses while escalating complex cases to human librarians.[22] Hybrid human-AI models represent a key innovation, combining AI's speed for initial query processing with librarians' expertise for nuanced clarification, thereby improving overall service accuracy. Studies evaluating tools like ChatGPT for reference inquiries show fair performance on simple questions but highlight the necessity of human oversight for complex or context-dependent queries, underscoring the value of these hybrid approaches in maintaining service quality.[63] Such models are used to personalize interactions by predicting user needs based on usage patterns.[64] To promote inclusivity, especially post-2020 amid heightened demand for remote access, libraries have developed mobile applications that facilitate reference interviews on smartphones, enabling real-time chat, texting, and email consultations. The Ask a Librarian app, for example, connects users to multiple library services via a single interface, supporting ongoing dialogues and favorite resource tracking to bridge geographical barriers.[65] Virtual reality (VR) technologies further advance immersive reference sessions, with 31% of top U.S. university libraries offering VR-based consultations by 2023, such as topic-specific virtual tours that reduce library anxiety and enhance global user engagement.[66] Research gaps persist in training for data privacy during AI-assisted interviews, influenced by regulations like the EU's General Data Protection Regulation (GDPR), which emphasizes data minimization and user consent even in non-EU library contexts. The American Library Association advocates for policies that limit collection of personally identifiable information in reference interactions, requiring anonymization and clear opt-out options to protect user confidentiality.[67] Updated curricula must address these, as AI tools risk unintended data exposure in query predictions. As of 2025, surveys indicate that 67% of libraries are exploring or implementing artificial intelligence, an increase from 63% in 2024, primarily for enhancing reference services.[68] Looking toward the 2030s, trends indicate increasing AI integration in library services, with supervised systems assisting in initial queries and libraries emphasizing digital literacy and misinformation verification.[69] AI ethics in these interviews, including bias mitigation and transparent algorithmic decision-making, remain underexplored but critical, with calls for library-specific codes of conduct to ensure equitable service delivery.[70]References
- https://campusguides.lib.[utah](/page/Utah).edu/referenceinterview