The Reference Interview 501

"Our tools will evolve and change continually but the process of communicating with the patron to determine his or her information need will not." (Tyckoson, 2003: p. 50)

What a fabulous quote! It is so relevant to today's digital environment that communication is the most fundamental element. Tyckoson’s article reported how for library users, the personal interaction with a librarian was more memorable than the actual information being sought. He says in his article that he would employ a reference librarian with exceptional communication skills in conducting reference interview over someone who is technology savvy and can use a variety of communication tools. The communication tool skills can be taught, but effective communication is NOT.

The reference interview is an exchange/discussion between the TL and the student/teacher to determine what information the student needs but also to equip students with the skills to think carefully about the purpose of their information seeking. Key questions:

• what information is really required?
• how much information is required?
• at what level?

Even when school libraries move towards digital reference interviews from the traditional face-to-face, communication between the TL and student/teacher is still vital in order for a successful information seeking outcome. At this stage, I can't image too many school libraries using digital reference services for students. Students, even senior students, need guidance. I envisage many email exchanges between TL and student to clarify the student's information need and the purpose of the information. However, as stated on the forum, I can see value in offering a digital reference service for staff. In particular busy teachers can email the TL their information need at a time that is convenient for them, without having to stop by the library.

As the readings indicate a successful communication between a TL and student/teacher is when the student/teacher is happy they have the information they require and have learnt something from the exchange.

References:

Tyckoson, D. (2003). Reference at its core: The reference interview. In Reference and user services quarterly, 43(1), Fall. PP 49-51