How do you ensure library users are satisfied with a reference interview?

1 Step 1: Prepare for the interview

Before you start the interview, make sure you have a clear and welcoming attitude, a comfortable and private setting, and a reliable access to the library's resources and tools. You should also review the library's policies and procedures, as well as your own knowledge and skills, to anticipate any potential challenges or questions. Preparing for the interview will help you establish rapport, trust, and confidence with the user.

2 Step 2: Initiate the interview

The first impression you make on the user is crucial for the success of the interview. You should greet the user warmly, introduce yourself and your role, and ask for their name and affiliation. You should also explain the purpose and process of the interview, and invite the user to share their information need. You should use open-ended questions, active listening, and positive feedback to encourage the user to express their need clearly and fully.

3 Step 3: Clarify the need

Once you have an initial idea of the user's need, you should probe further to clarify and refine it. You should use closed-ended questions, paraphrasing, and summarizing to confirm your understanding, eliminate any ambiguity, and identify any gaps or inconsistencies. You should also assess the user's prior knowledge, context, and preferences to tailor your approach and recommendations. Clarifying the need will help you avoid miscommunication, frustration, and irrelevant results.

4 Step 4: Search for resources

After you have defined the user's need, you should search for the most appropriate and reliable resources to meet it. You should use the library's catalog, databases, and other sources to find and evaluate the information. You should also involve the user in the search process, by explaining your strategies, demonstrating your techniques, and asking for their feedback. Searching for resources will help you provide accurate, timely, and useful information.

5 Step 5: Present the results

When you have found the resources that match the user's need, you should present them in an organized and accessible way. You should explain the relevance, quality, and format of the resources, and show how they answer the user's question or problem. You should also teach the user how to access, use, and cite the resources, and offer additional guidance or instruction if needed. Presenting the results will help you ensure the user's satisfaction and learning.

6 Step 6: Evaluate the interview

The last step of the interview is to evaluate its effectiveness and outcomes. You should ask the user if they are satisfied with the resources, if they have any questions or concerns, and if they need any further assistance. You should also thank the user for their time and cooperation, and invite them to contact you again if necessary. You should also reflect on your own performance, and identify any strengths, weaknesses, or areas for improvement. Evaluating the interview will help you improve your skills and services.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?