The person asking the question is not the user who needs the information. A librarian must recognize this situation to understand that the person asking the question may or may not be able to answer clarifying questions. This is a challenging situation for a librarian who wants to help fulfill an information need.  

Imposed Query

The librarian misunderstands a user's question due to a different pronunciation of a word. To avoid this situation, the librarian should repeat the question to the user, confirm the question, and ask clarifying questions. 

Communications Trap

The librarian is not inclined to ask clarifying questions and help the user find the information they need. Their only goal is to dismiss the user as quickly as possible. 

Negative Closure

- imposed query
- communications trap
- negative closure

San Jose State University

The reference interview should cover:
- building rapport with the user
- negotiating the question
- developing an efficient search strategy
- locating the information
- evaluating the information
- following up to confirm the answer is sufficient
- closing the interview

Reference Interview

Cassell, K. A., & Hiremath, U. (2018). Reference and information services: An introduction (4th ed.). ALA Neal-Schuman.

Reference and Information Services: An Introduction (4th ed.)

In addition to abiding by the reference interview guidelines, the librarian should do the following during a telephone interview: 

- smile while talking to sound approachable
- express interest by clarifying the user’s question
- keep silence to a minimum by explaining the search process to the user


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