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Conducting the Reference Interview: How to Ask Better Questions to Make Customers Happy
August 22, 2019 @ 8:30 am - 10:00 am
“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.
Virtually everyone who works in a library will conduct a reference interview at one time or another. Join us as we break down the process into simple steps and discuss solutions to common problems. Participants will leave with a certificate of completion and 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.
RSVP: To attend this Denver Public Library-sponsored training, please email Robin Filipczak (firstname.lastname@example.org) with your name, organization, and preferred contact information.
CLASS: Conducting the Reference Interview: How to Ask Better Questions to Make Customers Happy
DATE: Thursday, August 22
TIME: 8:30 a.m. – 10 a.m.
LOCATION: Denver Public Library | Central Library, 10 W. Fourteenth Ave. Pkwy., Denver, CO 80204
Facilitated by Robin Filipczak and Stacey Grijalva, from Denver Public Library