Reference Interview Project - NOLTING

Reference Interview Project

Joy Nolting
University of Nebraska Kearney
TE 873

Reference Interview Project - NOLTING

On October 17, I observed in the Bancroft Public Library. The day was gloomy and cold,
but not in the library. The atmosphere was bright, cheerful, and inviting. The room temperature
was cozy and had a subtle scent of apple pie the air. The librarian greeted me with a smile as I
found a study table near the computers to spend my time observing. While I waited to see
interaction, I noticed a great picture display of events the library sponsored for the summer
reading program.
The first patron to approach the librarian was an older woman with I a presumed was a
grandchild. As the conversation progressed between the women, the child found her way to the
reading lounge area and began to sound out words on the covers of the book displays. Soon she
had one in her hands attempting to read it aloud. From what I could gather the woman was
asking about consumer reports. As they moved to the shelves across the library they talked
about dishwashers. My guess is that the Ruthann, the librarian, was discussing the womans
need for consumer reports. After passing the monthly report and yearly reports back and forth,
Ruthann went back to her desk. Shortly after, the woman called the child over and they checked
out a couple of children books. Ruthanns approachability was very good. Her smile and soft
voice was focused on the patron (Harper, 2011). Her questioning was hard to hear, but my
thought is that they were evaluating and discussing dishwasher reviews.
Another patron, a girl about 6th grade, requested information about the first Thanksgiving.
She was wanting information for a Social Studies project. Ruthann asked questions about what
she already knew and started typing at her computer. After a minute Ruthann lead the girl to the
very last row of books. I couldnt hear the conversation anymore, but discussion between them
sounded cheerful with a few laughs. When they returned to the desk, it appeared that the girl
was bookmarking some pages with sticky notes. Ruthann gave some wait time while the girl

Reference Interview Project - NOLTING

looked back through the books. She left the desk for a moment to straighten out the lounge area.
When she returned, the girl had made her decision on what looked like 2 books. The
approachability and searching for what the child knew was good. As the girl was leaving, the
librarian asked her to let her know how the Thanksgiving recipes turn for class. This could be
considered a nice follow-up to encourage a return and further assistance possibly (Harper, 2011).
During the girls search, another patron entered to use the computer. The librarian stuck
her head out of the stacks to greet the young woman. They smiled at each other as she motioned
to the computers. My guess is that the woman attended regularly to use the computers based on
their greetings. After about 5 minutes, she calls the librarian over. She said she was ready and
was going to take the Math Test. I am assuming that she was doing some online course work.
During this time another woman enters to pick up a mailer of books. I presume it is group of
inter-library loan books. They were very friendly to each other and shared small talk.
After more than an hour of observing, I approached the desk to request information about
Chinchillas. The librarian, without hesitation, asked which of my children wanted a new pet. We
talked for a moment about the pet section of Earl May, where they currently have one for sale.
After learning I was requesting for a 2nd grader, she left the desk and quickly gathered 3 books
for me. Knowing that we were looking for information on nocturnal animals, she recommended
the Creatures of the Night book. I checked it out and returned to my study table.
In general, I felt that the librarians strengths included her approachability and assessing
the information needed. She talked and listened equally well (Harper, 2011, p. 83). I felt like we
were having casual conversation, but looking back, she was gathering reading level and type of
animal information such as basic facts, training facts, etc. The librarian could do a better job
with the information literacy. I did not see hear show anyone how to search or where to search.

Reference Interview Project - NOLTING

This could be some difference between public library and school library. The teaching moment
came and was gone without a thought. The follow-up behavior only happened with the 6th
grader. The rest simply received a friendly good-bye, which of course helps build a relationship
for future visits. Based on the assessment tool given in the textbook, the overall rating is fair
(Harper, 2011, p.86).
A librarians most important skill is the art of conducting a reference interview. In an
article titled, What Reference Librarians Can Learn from Car Talk, the reference interview
process is compared to a radio show. The shows co-hosts interact with callers using the same
steps, such as asking open and closed questions, searching, and closing the interview. I had not
given thought to this type of comparison, but listening to the show might be a helpful way to
start training as a librarian (p. 79).
The human contact made between the patron and librarian is what patrons will remember,
according to Author Tykoson. Patrons may not remember the questions asked or the answers
given, but we want them to return because the experience was good. The resources, tools, and
software will change often, but the process of the interview does not depend on these tools
(Tykoson, pp 50-51). In Dohertys article, I found it interesting that it mentions online reference
services as another avenue for service, not the single form of assistance in the future. He goes on
to discuss that we to should refer to the reference interview as a reference dialogue (Doherty, pp.
99, 107).
As I wrapped up my time in the library, I spent a few minutes with the librarian. Ruthann
is in fact a credentialed librarian. She described that the hardest thing she experiences in that
kids and young adults want to find so much of the information on the Internet. Ruthann

Reference Interview Project - NOLTING

struggles with guiding these technology-embracing patrons, but has been attending seminars to
help keep her current. My time observing in the library was well spent.

Reference Interview Project - NOLTING

6
References

Doherty, J. J., & Cox, C. N. (2006). Reference Interview or Reference Dialogue?. Internet
Reference Services Quarterly, 11(3), 97-109.
Harper, M (2011). Reference sources and services for youth. New York. Neal-Schuman.
Tykoson, D. (2003). References at Its Core: The Reference Interview. Reference & User
Services Quarterly, 43(1), 49-51.
What Reference Librarians Can Learn from Car Talk. (2012). Reference & User Services
Quarterly, 52(2), 78-83.