What is the Reference Interview?
A reference interview is the interaction between a library patron and library worker, in which the library worker asks clarifying questions to try to determine the library patron's needs.
What is the difference between a referral and a robust referral?
Robust referral means that not only are you referring the patron to the proper librarian (or staff member), but you are also reaching out to the person you referred the patron to, to let them know you referred a patron to them.
For example, if an ORGL graduate student comes up to the desk with a very specific research need and you end up referring them to Daniel Pringle, you will also want to make sure Daniel Pringle is aware of the referral. You can notify the correct person by phone, email, or Zoom chat.
For example, you could send the following Zoom chat to Daniel Pringle:
"Hi Daniel! I just had a phone call from a grad student in ORGL 516. They need help with a research project and I gave them your email. Thanks!"
Can you give me an example of a reference interview and robust referral?
Here is an example of a successful reference interview & referral:
Patron: “Hi, I am writing a paper on anxiety and sugar, could you help me find resources?”
PRA: “Sure! Could I ask what class this is for?”
Patron: “Philosophy 101.”
PRA: “Great, thanks. Are you looking primarily for online resources, or are you also interested in books and media?”
Student: “I think I need to use three peer-reviewed articles.”
PRA: “Got it, thanks. Are you looking for anxiety and sugar in any specific demographic?”
Patron: “Mainly kids.”
PRA: “And are you interested in worldwide, or just America?”
Patron: “I’m actually looking mainly at Canada.”
PRA: “Thanks! Last question – have you already tried using any databases or library searches?”
Patron: “Yes I've tried EBSCO but didn’t find anything.”
PRA: “Okay great. I can definitely point you toward some resources that will help you get a jumpstart on your research, but I think you would also benefit from speaking with one of our awesome librarians. They can help you find exactly what you need. Can I help you make an appointment with one of them?”
Patron: “Yes please!”
To make this interaction a robust referral, you would also send an email or message to the librarian to give them additional relevant details such as the topics the patron is researching and the databases they have already tried. Or, you could add this information to the "notes" field in the appointment scheduler--the goal is to give as many details as possible to the librarian so they can prepare for the appointment, which will allow them to be as helpful as possible to the patron!