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

The librarian must be visible and approachable by maintaining eye contact and a friendly demeanor. Online services must be easy to find and use. 

RUSA Guideline of Visibility/Approachability

The librarian must express interest in the user’s question through verbal and non-verbal cues and prompt responses. 

RUSA Guideline of Interest

The librarian must listen to the user’s question and ask clarifying questions to confirm an understanding of the information need. 

RUSA Guideline of Listening/Inquiring

The librarian must use appropriate search terms to locate relevant sources. The librarian must respect the user’s timeframe, explain the search process, and confirm that the information provided is what the user needs. 

RUSA Guideline of Searching

The librarian must ask the user if their question has been answered in its entirety and encourage them to return or use other reference services (text, chat, IM, etc.) if they have any more questions.  

RUSA Guideline of Follow-Up

Guidelines approved by the Reference and User Services Association Board of Directors for having a successful reference interview include:

- visibility/approachability
- interest
- listening/inquiring
- searching
- follow-up

San Jose State University

Services provided by librarians to help users find resources that fulfill their information needs.

Reference Services in Libraries

Reference and User Services Association. (2008). Guidelines for behavioral performance of reference and information service providers. American Library Association. Retrieved April 8, 2021, from http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral

Guidelines for behavioral performance of reference and information service providers

RUSA Guidelines

Reference services are generally broken into two parts:

1- Specifying the question

2- Answering the question

Two Parts of Reference Services

Reference services can take place: 
- in person at the library
- on the telephone
- online
- via SMS (text) messaging


Reference Services Channels in Libraries

These are variations of references services offered as a part of Information Commons spaces

Reference Services in Information Commons

These are variations of references services offered as a part of Learning Commons spaces.

Reference Services in Learning Commons

The purpose of a record is to be used by patrons to gain information on a certain topic. An archivist can help the person find what they are looking for through reference services.

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