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


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 (Fourth ed.). ALA Neal-Schuman.

Reference and information services: An introduction (Fourth ed.)

Telephone Interview

- imposed query
- communications trap
- negative closure

Learn Before

Related