How do you handle tricky information requests?

1 Understand the need

The first step in handling a tricky information request is to understand the patron's information need. This means asking open-ended questions, listening actively, and clarifying any ambiguities. A reference interview is a conversation that helps you and the patron define the scope, purpose, and context of the request. You can use the RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers to guide your communication skills and strategies.

2 Manage expectations

The second step is to manage the patron's expectations and inform them of the available resources and services. You should explain the limitations and challenges of finding and accessing the information they need, such as time, cost, availability, or quality. You should also offer alternatives or referrals if you cannot meet their request or if they need more specialized assistance. You should be honest, realistic, and respectful when communicating with the patron.

3 Avoid bias

The third step is to avoid bias and maintain neutrality when handling a tricky information request. You should not judge, criticize, or influence the patron's information need, even if you disagree with it or find it offensive. You should also not impose your own values, opinions, or preferences on the patron or the information sources. You should follow the ALA Code of Ethics and the Library Bill of Rights, which uphold the principles of intellectual freedom, diversity, and confidentiality.

4 Respect privacy

The fourth step is to respect the patron's privacy and protect their personal information. You should not ask for or disclose any unnecessary or irrelevant details about the patron or their request, such as their name, address, phone number, or reason for seeking information. You should also not share or record any information about the patron or their request with anyone else, unless required by law or with their consent. You should follow the ALA Privacy Guidelines for Library Websites and the ALA Policy on Confidentiality of Library Records.

6 Keep learning

The final step is to keep learning and updating your skills and knowledge for handling tricky information requests. You should seek opportunities for professional development, such as training, workshops, webinars, or courses. You should also network and collaborate with other library professionals, such as colleagues, mentors, or associations. You should also stay informed and aware of the latest trends, issues, and best practices in library services and information literacy.

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?