Reference Interview

Reference interview is not just an interview to figure out the problem and/or find out the question. Quite often it is also about dealing with people’s emotions. When something doesn’t work, patrons feel helpless, frustrated and angry. They need to print their resume right now as they are off to an interview and our computers don’t cooperate. It is here that an efficient librarian steps in - not only to help with the issue at hand, but also to diffuse anger. Sometimes unfortunately it is a one way communication - I am trying to communicate and patron isn't listening.

On many occasions patrons just tell me it (computer) isn’t working and from their voice and body language it is very possible they are about to explode with anger. When I ask more questions (reference interview) they are really infuriated - don’t I think they know what they are doing? I find ways to explain to them (politely) that I need to know what the problem is. They point aggressively to the screen while talking.

With all this background yelling, and bits & pieces of information they spurt out, I figure out the problem. Next step is to actually solve the problem. It could be a flicker of a switch, checking cable connections, rebooting, a phone call to our IT department, accessing patrons’ information from my computer to print a copy for them or in worst case scenario sending them to the nearest internet café so they can print their information there. The solution of course, depends on the problem. I must add patrons are not always happy with solutions such as running to the internet café. Understandably, the internet is free at the library. If it is a book or article they need and can’t find, then the approach is different.

It doesn’t matter how many computers, databases and books are available at a library. Without librarians to take the brunt and hunt for the right information quickly and efficiently, there will be chaos.