As an almost ready to graduate MLS student in the pre-online
catalog, pre-Internet world, it was my first day at work as a professional librarian
and this was my first reference question.
“Can you give me information about railroads?” It seemed to be a simple question, easily
answered with books on railroading, but this was not so. Since that day, every time I assist a patron,
I silently bless my Reference class professor.
He gave me the most valuable piece of advice I received in my training; “The patron never truly asks for exactly what they really
want.” This is why the reference interview is so important. In this situation, it took many questions. I
kept repeating things back to the patron in order to narrow down and discover that
what he actually wanted was a book that gave him information about the glass
insulators on the electric poles which ran along railroad tracks.
When a question is asked, it only
takes a moment to respond with a clarifying question. Are you doing research or are you looking for
something for personal use? Is it for
you or has someone asked you to find them this information? A recent question from a teen involved health
issues of digestive tract organs. “No,
it is not for a paper. It’s for my Dad.” Further discussion revealed it wasn’t
really for her father, but for her father’s girlfriend; making it appropriate
to give the young lady books which included these health issues as they related
to women’s health.
Some situations need to be handled gently, especially ones
concerning medical or legal information.
Doctors will sometimes send patients to get information about their
health. In one instance, our staff dealt with finding information for an
individual whose doctor sent her to learn about heart transplants, since she
would need one. Another, more
distressing situation, was the patron who came in to ask about the diagnosis
she was given by a doctor; all she had been given by him was the name of the
condition. The librarian had to hand the
patron material which informed her that her condition was terminal. Since the staff member knew that the patron’s
interest was personal rather than academic, she gave materials which were less
clinical as well as those written from personal perspectives.
Reference questions are also opportunities to highlight
other options for patrons. Requests for
GED or other tests allow the librarian to direct patrons to online databases
that include reviews and practice tests.
Ones for automotive books can lead into AllData
and Chiltons databases. Language book requests can be an introduction
to library audiobooks, CD-ROMs, and databases.
The best thing about these questions is how they will
educate you. Patrons’ questions will reveal both the strengths and weaknesses of
your collection. Through reference interviews you will get to know your
patrons; their needs, wants, and interests, and, most importantly who they are
as a part of your library community.
Carol Baker has worked in libraries since she was a teenager.
Since getting her MLS, she has worked almost 36 years at the Newton Falls Public Library [infamous
for its 44444 zip code] as Children's Librarian, Special Services Librarian,
Youth Services Coordinator, Assistant Director, and currently Adult Services
Librarian. As in all small systems sometime these positions have been
simultaneous. She features their library and reference questions in the Ask the
Librarian newspaper column and on her blog, http://
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