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Conducting the Reference Interview: How to Ask Better Questions to Make Customers Happy
November 6 @ 12:00 pm - 1:00 pm
“Do you have any books on law?”
“I need information on bats.”
Have customers ever asked you general or ambiguous questions like these? How do we connect customers with exactly what they need when the way they ask for something is open to many interpretations?
Enter… the reference interview! The purpose of a reference interview is to find out what a customer wants so library staff can match the information need with the library’s resources.
Join us as we break down the process into simple steps and discuss solutions to common problems. Participants will leave with a 6-step tool kit to asking better questions so customers leave happy.
This class is intended to give an introduction and basic overview of the reference interview. The class is aimed at front-line staff and librarians who want a refresher.
Recommended Pre-Session Reading:
- “Are You Pregnant? Can I Have Some Creamer? And Other Questions I Get At The Library”
- “A Lot Like Calvinball: Library Work Is Never the Same Game Twice”
No registration is required! The session will be offered via Adobe Connect. You can access the classroom via the CSL in Session website listed below.
We will be recording this session. All archived sessions are available on the CSL in Session website.