Citation
Ross, C.S., Nilsen, K. and Dewdney, P. (2003), "Conducting the Reference Interview: A How‐to‐do‐it Manual for Librarians", Program: electronic library and information systems, Vol. 37 No. 2, pp. 140-140. https://doi.org/10.1108/prog.2003.37.2.140.14
Publisher
:Emerald Group Publishing Limited
Copyright © 2003, MCB UP Limited
The content of this work is based on a workshop which was developed to teach professionals in Canada and the USA working in many various information environments.
The three authors come from the University of Western Ontario’s Faculty of Information and Media Studies. Throughout the text there are numerous examples and rôle‐played scenarios illustrating well the problems of handling enquiries on many subjects at different levels. Sample question and answer sessions between users and enquiry staff provide realistic insights into the problems of clarifying what information the user really requires and how to provide it.
Chapter 6 deals specifically with handling interviews in an electronic environment. E‐mail enquiry services are posited using asynchronous or real‐time interviewing. Techniques for eliciting the right information to allow help to be provided are explored, including use of specially designed forms for which a sample is included.
Matters relating to users with hearing or visual problems are also discussed. Useful examples are given throughout. Each chapter is followed by a good set of annotated printed and electronic references.