Public Services in Special Collections, SPEC Kit 296 (November 2006)

Turcotte, Florence; Nemmers, John

Public Services in Special Collections · 79
Pennsylvania State University
whether we checked their I.D., and finally the staff member’s initials.
The right side of the form (CALL SLIP) provides choices as to how to record materials
used. The patron should be asked to fill in any call numbers and titles in the appropriate
spaces (BOOK/SERIALS). The staff member has a responsibility to look at the CAT to
determine which unit houses the material, its location, and other pertinent information
required for retrieval (Registration Form Example 1). If the collection is a map, photograph,
GVF, PVF, ABVF, etc. it should be recorded in the ARCHIVES/MANUSCRIPT
COLLECTIONS section (Registration Form Example 2). FOR STAFF USE ONLY is to
record items such as finding aids and database searches. NOTES/RESTRICTIONS
includes information pertaining to any restricted materials in the requested collection, notes
of clarification for other staff members to read, or when the material requested does not
reside within Special Collections
Conducting the Reference Interview
What is Reference Work?
Reference work is more than merely answering questions it is a process that requires
methodology, discernment, technological savvy, and good people skills. The goal of
reference service is to meet people’s information needs in compliance with the American
Library Association’s Library Bill of Rights.
The Reference Process
The reference process involves three major steps:
1. Determining the real information need through the reference interview
2. Locating information that will meet that need through the reference search
3. Making sure the patron’s need is met through follow-up
Real Information Needs
Since many patrons do not initially or easily express their information needs, reference
service requires Library staff members to discern patrons’ real information needs. Patrons
may ask for what they think the Library has rather than what they really need, or submit a
simple request because they “don’t want to bother you.” Some patrons believe that the
materials they see are the only ones available they do not realize that Special Collections
Library houses materials they cannot see.
Some patrons do not fully express their information need because it is highly personal.
They may be embarrassed to share it, or simply feel it’s none of your business. Tactfully
and sensitively explain to patrons that the more information they give you, the better
equipped you will be to pinpoint the most useful resources. If necessary, escort patrons to
a private space where they will feel comfortable articulating their query.
Although some patrons feel comfortable making a request, they may be poorly equipped to
articulate their needs due to a lack of education, limited understanding of the English
language, little to no subject knowledge, or a disability. Keep in mind that some patrons are
not information literate, i.e., they do not have the ability to identify, find, and use the
information they require. You will need to be particularly attentive to such patrons.
Reference Interview
The reference interview is the most critical component of the reference process. As
information professionals, librarians and archivists are committed to providing equitable
access to information—based on the tenets of intellectual freedom—to encourage the free
flow of information and ideas. The reference interview involves the knowledge, use,
recommendation, and interpretation of one or more information sources. Information
sources include textual and non-textual material databases online and paper catalogs
fellow librarians, archivists, and staff members and other repositories, libraries, and
institutions. Conducting successful reference interviews requires patience, practice, and
good communication skills. A good reference interview includes the following elements:
1. Opening Statement
2. Listening
3. Paraphrasing
4. Asking Open Questions
5. Clarifying
6. Verifying
7. Six Pieces of Evidence
8. Searching
9. Follow Up Questions
10. Ending the Interview

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78 · SPEC Kit 296
Pennsylvania State University
a name, which can be male or female, indicate that by Mr./Ms.,
etc.
3. Always repeat the telephone number back to the caller to verify
that they gave you the right number and that you heard the
number correctly.
4. Always ask the caller if the person will know what it is in reference
to. This serves as a reminder to the message recipient and also
lets callers know that you are serious about getting the message
to the person. If it is a private matter, they will probably tell you
that the person will know what it is in reference to or it’s a
personal matter and in this case, no further clarification is needed.
5. Always Always repeat pertinent information back to the caller
before hanging up. The caller will be more offended by the call not
being returned due to a sloppy message than by asking them to
repeat their number or name.
6. Always remember to take a message as if it were for you. You
would want to know who it was, what they wanted and where they
could be reached. (and “some lady called, I don’t know what they
wanted and no, they didn’t say where they were, does not qualify
here.)
7. Always remember:
“Who is this?”
“What did they want?”
“Did they leave a number?”
This is a definite clue that the message is not very thorough.
8. Always remember that the Reception Desk personnel are service
oriented – on both sides of the telephone.
Our goal, as the person working the Reception Desk, is to never
be asked the following when we hand someone a message:
Delivering the Message to Staff:
After you’ve taken this wonderful message, now what? Since the
Reception Desk personnel are somewhat restricted in mobility – the first
thing we should do is call the staff person to tell them there is a message
at the Reception Desk. If there is no answer, immediately email the person
to tell them there is a message if you are comfortable that the staff person
will be checking their email soon (email addresses are posted on the
telephone sheet at the Reception Desk) OR hand the message to the next
staff person walking by to give to the person or place on the staff person’s
desk or chair. If it is near the end of the day, place any undelivered
messages on the courtesy counter beside the sign out board. That way
any employee will see it when they check out for the day.
We should not “hold on” to messages until the person walks by or just put
it in their mailbox. We cannot be responsible in determining the urgency of
each message, so prompt notification is VERY IMPORTANT.
Now you’re a pro!
Now that you’ve mastered the art of the Reception Desk telephone, what
else could there be? Please see Reception Desk Duties and
Responsibilities and Reception Desk Opening and Closing Procedures for
further tips, guidelines and procedures of the Reception Desk.
Registration of Users
The registration form should always be completed by a patron when requesting materials.
If the patron is not on-site, a staff member should gather all relevant information and
complete the registration form.
The form is laid out into two parts. The left side (REGISTRATION FORM) is primarily
personal information about the patron, such as name, address, telephone number and
email address. Normally the staff circle the status of the patron, the purpose of their visit,
and completes the brief description of their research topic. If the patron is a PSU graduate,
the patron will normally complete this portion of the form, including the year they
graduated.
We should encourage patrons to read the rules and procedures on the reverse side of the
registration form and then sign, indicating they understand and agree with our rules to use
Special Collections materials. Optional fields include answering where you heard about our
department and would you agree to have someone working on a similar topic contact you
at a later date. The staff member conducting the reference interview will then complete the
bottom of the form naming which unit(s) the material is from, how the question came to us,

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80 · SPEC Kit 296
Pennsylvania State University
Opening Statement
The first question a patron asks is typically a conversation opener. A patron’s first question
is a means for the patron to determine if you are an approachable, friendly person. The
patron’s initial contact or question typically translates to, “Hello, I’m here. Please pay
attention to me.” Most opening statements are immediately recognizable, e.g., “Can you
help me?” or “Can you answer a question?,” while others are oblique, e.g., “You have a lot
of stuff here,” or “I have some work to do.” Be prepared to respond to a wide variety of
opening statements in a friendly, approachable manner.
Listening
Good listening skills facilitate a successful reference interview. Actively listening to patrons
without interrupting them will help you determine the information necessary to effectively
answer a patron’s query. Remember: you won’t find the right answer if you don’t know the
right question.
Paraphrasing
Repeating a patron’s inquiry without adding any thoughts or questions of your own is
called paraphrasing. A paraphrase is a statement, not a question. Use this technique to
demonstrate that you understand a patron’s information needs. Paraphrasing will reassure
patrons that you are listening to them, and have correctly heard their queries. Using this
technique also gives patrons an opportunity to clarify or amplify their original request.
Asking Open Questions
An open question is one that you cannot answer with a “yes” or “no” response. Open
questions encourage patrons to express their inquiries in their own words. Asking, “What
kind of information on _____are you looking for?” or “Can you tell me more about that?,”
prompts patrons to more fully explain their information needs. Refrain from prematurely
offering patrons choices, e.g., “Do you want to see photographs or textual documents
concerning student athletes?” Closed questions will compel some patrons to make a
choice, even if it is not what they need. Why? They erroneously assert that your choices
represent all that’s available. They do not realize that the Library also owns films, videos,
audio recordings, slides, etc. of student athletes. Always give patrons an opportunity to
articulate their queries do not tell them what you think their query should be.
Clarifying Questions
You may need to clarify a point by asking for a particular piece of information during the
Interview. For example, you may have discovered that a patron wants images of Old Main
for a presentation. Before you proceed, you must determine whether the patron needs
slides, video, film, photographs, etc. Use clarifying questions to pinpoint the patron’s
needs. Examples of clarifying questions include, “What have you already found?,” “What
type of information do you need (books, photographs, textual documents, maps, etc.)?,”
and “What date range have you pinpointed?”
Verifying Questions
To verify an in-depth request, restate the patron’s query, and then ask him/her if you have
the request correct. This step will prevent you from jumping to conclusions and fruitlessly
searching for materials that the patron didn’t really want in the first place. Use this
technique when you think you are ready to search for the answer. Check one last time
before searching to make certain you have pinpointed the patron’s real need. An example
of a verifying question is, “What you are looking for, then, are articles written by Eleanor
Roosevelt published in the United Mine Workers Journal during the Great Depression?”
Six Pieces of Evidence
Although listening, paraphrasing, asking open questions, clarifying, and verifying are all
effective reference interview techniques, you may have to directly ask patrons for certain
information. At the end of a good reference interview, you should have discerned the
following six pieces of evidence:
1. Purpose: Why is the information needed? What does the patron plan to do with it?
Material desired for a term paper on Mining in Pennsylvania will require different
searching methods and resource than material needed to trace a family history in
a Pennsylvania Mining town.
2. Deadline: Is there a date when the patron no longer will need the information?
Ask patrons, “What is your deadline?” If patrons respond, “As soon as possible,”
tell them that although Library staff members make every effort to meet patrons’
information needs as soon as possible, some requests require more time than
others. Then repeat your original question.
3. Type and Amount: How much information is needed? In what form will it be most
useful? Keep in mind that some patrons may best understand certain material in
illustrative or graphic form, audio tape, or in a different language.
4. Who: How knowledgeable is the patron about the subject of his/her query? Is the

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