Reference & Information Services in the 21st Century - notes & foods for thought

Each question, each user is different.
"Librarians must learn to improvise like expert jazz musicians."

Structure

• Establishing contact w/ user
• Finding out the user's need
• Confirming answer provided = answer needed*

*This along with verbal/nonverbal cues keeps 'em coming back for more. Even if you don't know the answer, treat users respectfully and thoughtfully (active listening 4lyfe).

Avoid "category mistakes" and assuming simiplicity of requests by asking additional clarifying questions - focus on the underlying desire/content of the user's question, not so much on how exactly it was phrased.

Five factors critical in users' decision to approach

• Initiation - nodding, smiling, making eye contact; roving and asking if people need help (less formal than approaching desk)
• Availability - don't act like user is bothering you
• Proximity - distance between user/librarian
• Familiarity - previous help from same person
• Gender - users are more comfortable asking female librarians

Interview components

• Establishing rapport (initiation & interest)


• Negotiating the question
  
  Understanding user's situation, identifying gaps in their knowledge, knowing how they'll use information
  
  "Neutral questioning" - asking open questions to discover a question's "true nature" (what help would you like? what have you done so far? what would you like this to do for you? Tell me the kind of problem you're working on; I'll have a better idea of how to help you.)
  
  Repeat question back to user - be sure you understand; show them you listened
  
  Recognize teachable moments; show them what you're doing (if they're interested). Keep in contact with them; don't just go typing away without explanation or narrating your process


• Developing answering strategy - identify appropriate sources (or potential answers); partner with user if you've got little familiarity with topic
  
  (ASIDE: In tech support role, this often looks like finding the answer to a tech/software question together. People at work often ask me how to do something in a program I rarely use; instead of just saying "well, I dunno!" and walking away, I encourage them to search around the web or suggest/help them try different things. Chance to learn as well as teach!)
  
  Respect user's timeframe and preference for format, amount, and level of information
  
  "It is the librarian who must learn to understand the users," not the other way around!


• Locating info & evaluating


• Ensuring question is answered - ask follow-up questions


• Closing the interview - "end on an open note" so people know they can come back to you

Other mediums

Phone interviews (make sure to keep users informed of progress; remember they can't see what you're doing, maybe at best just hear you typing away at your keyboard; keep in mind that silences over the phone can seem especially long or awkward; explain where info is coming from).

Virtual ref - with email, one can provide a more thorough response. Remember to collect sufficient info before beginning to reply; like with any other medium, the question must be understood first. Remember what communication is lost when working virtually (gestures, tone of voice, body language, and so on).
People who have opted for chat or text reference may not necessarily be in a hurry. And they tend to recognize "canned" FAQ responses. Advertise this service if you offer it!

Stray thoughts and observations
• Provide (realistic) time frames - assess if an answer/solution will be time-consuming or quick, simple or complex
• Consider user-appropriate solutions and answers
• Value-added answers: go beyond just answering a question, teach to fish, explain context, explain your thought process
• Think ahead and out of the box (e.g., provide info about citation styles for radio shows when you point somebody to a podcast as a resource)
• Don't give a rushed answer (especially if it's wrong, or not in response to the right/actual question)
• Creative/conceptual outlines of answers are always good - can help you sketch things out so you know you're on the right track
• "Do not succumb to feeling that you must know everything. If the topic is unfamiliar, get familiar with it."

"The pressure to 'just answer' can sometimes be overwhelming."
• Recognize and anticipate that pressure.
• New coworkers can learn alongside you when you ask a colleague for more info (and avoid giving an off-the-cuff wrong answer).
• Wrong vs. inappropriate info - ask for clarification.
• Don't avoid difficult questions! Establish context. Develop resources you (and others) can refer back to - FAQs and the like. "Even wildly unfamiliar concepts and words can be decoded with [an encyclopedia]... or a quick browse on the Internet."
• Stay fresh - make sure you know what resources are out there to help you.
• Follow up with users - "user questions tend to grow roots as more research (or work) is done."