Submitted October 2
Introduction
The reference interview is the exchange between the reference librarian and the patron whom he or she is assisting. The reference interview does not have to be face to face; with today’s frequent
advancement in technology, reference interviews can also take place in the form of an email correspondence or telephone conversation. Regardless of the method of communication, the reference interview is a critical component
to the patron requesting service from the reference desk. According to Bopp (2001),
if the reference librarian strives to gain the trust of the patron, obtains an accurate understanding of the specific type
of information the patron is seeking, and ensures that the patron is satisfied with the information that is ultimately provided,
the exchange will most likely be successful.
As a part time employee of an academic library, I have had many opportunities to offer help to patrons. However, since I began taking Library Science courses last spring, I have not been in the position of a
patron seeking the assistance. It was interesting to take a step away from being
the provider of information and take on the role of patron. While this was a
common role during my years as an undergraduate student, as a current MLS student, I began this assignment with a new set
of expectations with regards to how I wanted be treated when I sought help from the reference desks at both a public library
and an academic library.
Academic Library Visit
Since I am an employee of the Wheaton College library,
my fear of receiving biased treatment from a reference librarian who is also a coworker led me to seek out a different college
library. I chose to visit the Bridgewater State College library, which is located
about twenty minutes from my home in Bridgewater, Massachusetts. This was not the first time I had visited the Bridgewater
library; I had been twice in the past. The first time I went to the Bridgewater
Library was with my husband, who is taking graduate classes at the college. The
second time I went there was to take the GRE last May. However, this was the
first time I intended to seek help from a reference desk librarian.
I went on a Monday evening. At the time, the library was not overly crowded. The reference section is located on the second floor of the library, and the desk
is the first thing you see when you reach the top of the stairs. As I approached
the desk, the reference librarian on duty made eye contact with me and smiled. A
name plate on her desk told me her name; I later learned from my husband that this woman held one of the highest positions
in the library and actually has two doctorate degrees.
I decided to use an approach my husband told me about when he was taking a research methods class last spring since
I did not have a particular research question in mind. I wanted to ask her about
something broad, but not too broad, so I told the librarian I needed to find a book that classified as a critical edition
published within the past year, and that I was unsure of where to start looking. She
immediately tried to get a more specific request from me by asking what I meant by “critical edition.” I told her that I wasn’t looking for a book on criticism itself, but rather an edition of a famous
written text that included critical notes. She then asked me if there was a particular
piece of work I was interested in examining. Since this need was for the sole
purpose of testing her willingness to help me, I simply said no, I did not care what the book was. She turned her computer screen towards me so that I could observe her search from where I stood in front
of the desk. During this entire exchange, she appeared to be genuinely interested
in helping me find a book that fulfilled my requirements. Together, we
examined each book on a list she produced one by one, until deciding that I would use an edition of Thoreau’s Walden
that contained the criticism I needed. She gave me the call number of the book,
pointed me in the direction of the section housing the book, and encouraged me to come back to her should I need more help. Although I never actually checked the book out of the library, I left the reference
interview feeling as though I had had a positive experience in my quest. Not
only did I leave with a book that met the requirements I had given the reference librarian, but I was impressed by how smooth
the reference went, and how pleasant and willing to help she seemed throughout the entire exchange.
Public Library Visit
I visited the Attleboro Public Library in Attleboro, Massachusetts the following Saturday (late afternoon).
I am very familiar with the layout of this library, as it is located less than a mile from my home and is a place I
used to visit often prior to entering college. This was my second time using
the Attleboro Public library for research purposes since taking classes at SCSU. I
had had a positive experience last summer and hoped to come away from the visit equally satisfied with the library’s
service this time. Like the Bridgewater
library, the Attleboro Public Library’s reference section is located on the second level, and the reference desk is
positioned at the top of the stairs.
I began by greeting the sole woman behind the desk, who then returned my greeting with a smile. This time, I had a more specific topic that I was interested in researching: bibliotherapy (prior to taking
this class, I had never heard of bibliotherapy. Since I majored in psychology
as an undergraduate, I found it a particularly interesting concept and figured I would use this assignment as an opportunity
to learn more about it). I then told the reference librarian that I needed to
search for online journals and asked if I needed to sign up to use a computer (a method which has been the protocol at two
libraries on visited on Cape Cod this summer). I was told that I did not need
to sign up, but could use the free computer that happened to be situated near the reference desk. She came out from behind the desk, walked me over to the computer, and step by step should me how to log
in and start searching. She was quick to tell me that as long as I had a library
card, I could actually do the same searching from home. In part, I believe she
tried promoting this since it would cost me $0.15 per page to print the articles at the library. After explaining this to me, she then asked what topic I needed to search so that she could point out some
relevant databases. I told her “bibliotherapy” and she proceeded
to show me that I could start by looking on Academic One File, Expanded Academic, and Health
Reference Center Academic. She also suggested I try searching on Newsbank and Proquest, if I was interested in finding newspaper or
magazine articles on the topic.
As she was explaining this, a patron sitting at the computer terminal directly across from me tried to interrupt us. Although this patron began by saying excuse me, she was quick to proclaim that she
needed help. The reference librarian remained calm while she politely (yet firmly)
told the young woman she would be right with her. She then continued to assist
me. While I was slightly offended that this other patron would try to interrupt
us, the moment provided me the perfect opportunity to witness the reference librarian trying to help more than one person
at a time. Clearly, this other patron wanted her attention immediately. However, the librarian never faltered, nor did she treat the other patron unkind. Once she was finished helping me, she offered her help to the other patron in a very
professional and calm manner.
Prior to concluding her assistance with me and after demonstrating how to limit my searching to full text articles
only, the librarian ensured that I knew that anything not available in full text version at the library could be requested
through Interlibrary Loan. I asked her how long this would take, and she seemed
almost apologetic that it could take at least a week. Finally, she provided me with two handouts on how to use the databases,
either at the library or from home. It was a very thorough interaction that probably
lasted around ten minutes. The reference librarian did not make me feel like
I was taking up her time, nor did she seem flustered when she was interrupted. I
felt very satisfied with the exchange, and would have been comfortable returning to her to ask more questions, should they
have arisen.
Conclusion
Asking for help can be difficult for patrons. Not only are they admitting
to needing assistance, oftentimes they approach the reference desk apologetically, as if they are at fault for needing assistance. Therefore, it is important for the reference librarian to respond to patrons in a
professional, yet kind manner. By not making eye contact or by being absorbed
in personal work while seated the reference desk can make patrons leery of approaching.
In some instances, the patron might abandon asking for help altogether, only to struggle on their own in their search
for information.
This exercise put me back in the role of patron. I have to admit, I was
bit anxious each time I approached the reference desk. Would the reference librarian
be cranky? Would he or she make me feel as though I was being a bother? Fortunately, such was not case with either experience.
I felt that I was provided the information I requested in a satisfying manner.
I was given complete attention, despite the possibility of outside interruptions.
I never felt hurried, uncomfortable, or silly for having to ask questions. This
is very encouraging, considering it is only inevitable that I will have to return to each of these libraries as a patron seeking
reference assistance throughout my journey earning an MLS.
References
Bopp, Richard E. & Linda C. Smith, eds).
3rd ed. Reference and Information Services: An Introduction,
Englewood, CO: Libraries Unlimited Inc., 2001.
