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

Turcotte, Florence; Nemmers, John

Public Services in Special Collections · 81
Pennsylvania State University
patron an expert or a novice? What information does the patron already have?
Although more than one patron may inquire about the same subject, each patron
will have different information needs.
5. Where: What is the source of the patron’s information? What prompted the
question? Ask these questions to gain a full understanding of the patron’s needs.
6. The Basic Question: What does the patron really want to know? If you don’t
understand, ask! Use reference interviewing techniques to get to the basic
question. Consult subject specialists when you need subject expertise.
Searching
The search process is the portion of the reference transaction in which behavior and
accuracy intersect. Without an effective search, reference staff members will not locate the
desired information. Keep the patron informed as you work on a question. Patrons often
add valuable information during the search process, particularly if you explain how and in
which resources you are looking for information. Document the query, information gathered
from the interview, and the resources you consult for each reference transaction. Make
note of all resources that might help you, including but not limited to online and print
resources, a colleague, or another library or repository. List the relevant unit, title, author,
call number, and other relevant bibliographic information for each resource you consult.
The following section features tips for effective searching in the CAT, databases, and paper
and electronic finding aids and inventories.
Tips for Effective Searching:
Start constructing a search strategy with search terms
Break the query into specific facets
Select a resource based on the best place to look for the answer
Try an educated guess as to where you will find the answer
Don’t look for the answer per se consider where you most likely will find the
answer
Narrow or broaden the topic if the patron has identified too little or too much
information
Increase search precision without inadvertently eliminating potentially valuable
resources
Identify qualifiers of the query that may limit results, such as date range, language,
comprehensiveness, etc.
Search under the most limiting aspects of the query first
Select search terms that will most likely retrieve resources containing the desired
information
Verify spelling and other possible factual errors in the original query
Identify sources appropriate to the patron’s need, which have the highest
probability of containing relevant information
Discuss your search strategy and sequence with the patron
Encourage the patron to contribute ideas
Conduct the search within the patron’s allotted time frame
Explain how to use sources when the patron shows an interest
Refer patrons to another library, repository, or information specialist when
necessary
*Refer to subsequent sections for specific search techniques and reference resources.
Follow-up Questions
After you have located information or resources that will meet the patron’s information
need, always ask a follow-up question, e.g., “Does this completely answer your question?”
or “Is there anything else I can help you find?” Asking follow-up questions gives patrons
the opportunity to affirm whether the materials you have identified meet their needs.
Reference studies have shown that library workers who ask the specific follow-up question,
“Does this completely answer your question?,” meet their patrons’ needs most often.
Asking follow-up questions not only indicates whether you truly have met the patron’s
needs, but also improves your reference success rate. If the patron answers affirmatively,
you have done your job well.
Ending the Interview
After asking the appropriate follow-up questions it’s time to end the interview. Although
Special Collections Library’s many resources and collections will meet most patrons’
information needs, when necessary, refer patrons to another appropriate repository, library,
agency, or resource.
If you continue to assist a patron beyond the reference desk, be sure to:
1. Give the patron your name and complete contact information

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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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2. Get the patron’s name and phone number
3. Give the patron a realistic idea of when you will contact him/her
When patrons are finished using Special Collections’ materials, ask if they intend to return
to Special Collections to use the materials again. If the answer is no, discharge any
circulated materials, put reference materials away, and place other materials on the
appropriate unit’s return shelving unit. If the answer is yes, inform the patron that we can
place materials on hold for a limited amount of time (anywhere from one day to an entire
semester, depending on the resource). Ask the patron how long he/she needs the
materials on hold, complete the hold forms, and place the materials in the hold room. Do
not place reference or ready reference materials, such as Vertical Files or reference books,
on hold.
Model Behaviors and Actions
Effectively communicating with patrons is a vital component of quality reference service.
Certain behaviors and actions promote constructive communication at the reference desk.
Approachability, making people feel comfortable, and asking the right questions are three
major reference behaviors that promote reference service success.
Welcoming Behaviors
Welcoming behaviors not only encourage reluctant patrons to approach you, but also set
the tone for the entire reference transaction. Reference staff members’ verbal and non-
verbal responses influence the depth and quality of interactions with patrons. Reference
staff members should exhibit behaviors that welcome patrons and make them feel
comfortable in a situation that they may perceive as intimidating, overwhelming, and/or
confusing. Communicate in a receptive, cordial, and encouraging manner. Remember that
patrons notice physical behavior as well as diction and tone. Use the following behaviors to
show patrons that you want to courteously and respectfully assist them:
Verbal Behaviors
Amicably greet patrons as they enter the Library
Use a relaxed, friendly, and upbeat tone of voice
Use terminology that patrons will understand
Clarify confusing terminology
Avoid excessive jargon
Affirm your understanding of patrons’ needs through brief comments or questions
Non-Verbal
Be poised and ready to engage approaching patrons
Smile!
Stop whatever you are working on and give patrons your complete attention
Acknowledge other patrons waiting for service
Remain visible to patrons as much as possible
Face patrons while speaking and listening to them
Initiate and re-establish eye contact with patrons throughout the transaction while
maintaining awareness of cultural sensitivities
Establish a comfortable physical distance with patrons based on their verbal and
nonverbal responses
Signal an understanding of patrons’ needs through head nodding
Appear unhurried or flustered during the reference transaction
Interact with patrons at eye level whenever possible
Keep a relaxed, open body posture
Wear an interested facial expression
Lean forward slightly if sitting
Slowly guide patrons through the reference, reading, and/or exhibit rooms
Give patrons your name
Maintain privacy
Eliminate physical barriers
Reduce desk clutter
Lower distracting noise levels
Do not engross yourself in working, chatting with colleagues, or other activities
Move with your patrons rather than pointing: directions that seem simple to you
may be confusing to a patron who is unfamiliar with Special Collections Library
Avoid These Behaviors
Unwelcoming body language
Asking no follow-up questions
Appearing frantic, flustered, or distracted
Failing to listen to patrons

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