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
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
