Giannini, T.: Rethinking the reference interview : from interpersonal communication to online information process (1999)
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- Abstract
- This study compares the traditional model of the reference interview with a new model based on online information process. The research objectives were three-fold: 1. to develop and test a new model of the reference interview in which the Web becomes an important component; 2. to determine which model is most effective in satisfying user needs; 3. To rate models according to perceptions and evaluations of users and librarians. Observing traditional reference interview process reveals that a user's initial query is followed by a series of questions posed by the librarian for the purpose of query clarification. Interpersonal communication facilitates this process. Predictable problems and difficulties for both user and librarian often arise. As users increasingly associate research with online searching and the Internet, meeting user expectations that reference services will integrate new technologies seems not only unavoidable but also highly desirable. Still, Internet use in libraries remains generally isolated from librarian/user process - users surf solo and often do not use collections or benefit from the librarian's expertise in onlilne searching. The Web offers librarians new opportunities to present users with a rich array of information from which they can examine, compare, evaluate and select information, focus a topic, learn of new contexts and perspectives, and make informed choices. Findings of this study offer fresh perspectives on reference interview process and lend support to the adoption of a new reference model which importantly shifts its venue from a person to person process, to one in which information itself provides the platform for user and librarian interaction
