Customer Service

The reference interview is an important part of any public-facing library job, and there can be some unique challenges when working with young children, tweens, and teens. We will give you a broad overview and introduction to the reference interview, which is applicable to any patron, and will also delve briefly into additional considerations for youth services library staff.

First, it’s important to understand, “What IS a reference interview?” A reference interview is the conversation between you, a librarian, and a library patron, where they are asking you for help to find something. Sometimes, the conversation can be a very short, straightforward one, such as the patron asking where the bathroom is or where the DVDs are. Sometimes, the conversation can be longer and you will need to ask questions to clarify exactly what the library patron is looking for so you can better assist them. You will have many opportunities to practice your reference interview skills on-the-job at the library, but here are some good guidelines to help you out as you get used to navigating these conversations in your daily work.

The five main parts of a good reference interview are:

1. Visibility/Approachability
2. Interest/Non-Judgement
3. Listening/Inquiring
4. Searching
5. Follow-Up