The Reference Interview Information Desk Skills 1st December 2005 Carmel Harnett, DCU

Nobody wants to talk to us Fewer patrons approaching the Information Desk……….  Google  Scary librarians  “Library Anxiety”

So what do we do about it?  Location  Approachability  Communicate!

Location  Visibility  Signage  Desk Layout

Approachability  Empathy  Body language  Interaction

Communicate!  Listening skills  Questioning skills  Searching skills

Listening Skills  What does the patron really want to know? First question frequently not the real question Patron may not state real needs May not be clear as to what needs are May not understand assignment expectations

Listening Skills  Concentrate your attention on the patron  Listen actively  Let the patron talk

Questioning Skills  Find out: What kind of information does the patron want? How much information does the patron want? What does he want it for? What level – 1 st year or postdoc?

Questioning skills  Clarify “Photography in general or some particular aspect…?”  Paraphrase “I see. So what you want is….” Statement, not question

Questioning Skills…  Open-ended vs closed-end questions: Open-ended involve the patron and focus the search (who, what, why, when, where) Closed-end elicit short answers – no dialogue

Searching Skills  What has the patron already tried?  Explain best sources for the patron’s needs  Demonstrate how to do a search Explain as you go Recapitulate Write it down