Conducting the Reference Interview: A How‐to‐Do‐it Manual for Librarians

Citation

Fourie, I. (2003), "Conducting the Reference Interview: A How‐to‐Do‐it Manual for Librarians", The Electronic Library, Vol. 21 No. 6, pp. 617-617. https://doi.org/10.1108/02640470310517893

The effective conduct of reference interviews can rightly be considered as one of the most difficult activities in library and information management work. All Library and Information Science students and practicing reference librarians should thus seriously consider a book that can bring theory and praxis together, and which abounds in practical tips and experience, and research support. Conducting the Reference Interview … caters for all library types (public, academic, special, etc.) and a variety of users including children, teenagers, and those with special language needs. It moves from the traditional face to face interviews to telephonic interviews and e‐mail reference services. The most appropriate methods for reference interviews, useful approaches, troubleshooting techniques, tips and odd bits of interesting information are covered.

The author's intention was to offer a single accessible source that draws together the scattered findings of research and praxis and translates them into practical guidelines and exercises that could be used for training and individual learning. They succeed very well in this. Their work was based on true accounts of reference interview transcripts collected over more than 15 years from real‐life interviews (conducted by Patricia Dewdney), and extensive research and teaching experience in the field. Amongst other things they used feedback from their students and data collected during earlier mental model studies conducted by Patricia Dewdney and Gillian Michell.

According to the authors, the complex communication behaviour required for successful reference interviewing can be broken down into constituent parts. The latter can be learned, so that successful reference interviewing techniques can be acquired and mastered. Microtraining is argued as an appropriate solution.

Conducting the Reference Interview … starts by discussing the importance and rationale for reference interviews, and how to create an appropriate setting. It further deals with finding out what the user really wants to know and moving beyond negative closure. The latter includes involving the user, and telling him/her what is being done. Special contexts for reference interviews are explored such as telephone interviews, second‐hand interviews, and reference interviews with children and young adults, interviews with adults with special language‐related needs, etc. Reference interviews in an electronic environment, as well as reference interview policies and training are also explored.

A number of case studies and exercises based on real‐life situations are included. Each chapter concludes with an excellent list of annotated references. The annotations should provide the interested reader with an excellent point of departure for pursuing any of the sub themes in further detail.

The book is well bounded and easy to handle as text and reference book. It includes a detailed nine page index.

Conducting Reference Interviews … is highly recommended as prescribed reading for courses in reference work. It should also appear on the shelves of every reference librarian.