Article #1

Citation: Dewdney, P. and Michell, G. (1997). Asking "why" questions in the reference interview: A theoretical justification. Library Quarterly 67 (1), 50-71.

Summary: The authors discuss certain elements of the reference interview, including questions asking "why," and how they may trigger negative responses from the user. Suggestions for improving these responses are made.

Analysis: Dewdney and Michell delve into the world on interpersonal communication, and show how it applies to the reference interview. The major focus is on the question "why," and how librarians determine what the user wants the information for. It's tricky to do, they point out, because of the possibility of the user not responding well; they ignore it or become upset because they do not see the relevancy of the question.

It's an element that I'm familiar with, thanks to my Reference Sources class. The key to a successful interview is to communicate effectively with the user (which Dewdney and Michell agree with). It's important to convey requests in a neutral and non-threatening manner, and to provide some kind of explanation to the user why you're asking them questions. For example, instead of asking a user, "Why do you want information on AIDS," say "It would help me if you could tell me what kind of information on AIDS you'd like to know." (This technique is especially useful if it's a controversial or potentially embarassing topic)

Discussion question(s): Is there any one best strategy for phrasing "why" to the user?

Implications: In the world of library science, consider well the old adage "it's not what you say but how you say it," but change the last part to "how you phrase it." It's important--and a little tricky--to phrase questions in a positive or neutral light. If you're going to get anywhere in the reference interview, you'll need to master all the ways that you can subtly probe the user for information...but subtly enough that they don't get upset.

Article #2

Citation: Mokros, H.B., Mulins, L.S., & Saracevic, T. (1996). Practices and personhood in professional interaction: Social identities and information needs. Library and Information Science Research 17, 237-257.

Summary: The authors examine two studies of speech patterns and conduct in online reference interviews, and study what effects communication (effective and noneffective) has on the user and librarian.

Analysis: Oh, dear, was this hard to get through. The pearls of wisom I managed to glean were thus... How you choose to handle a query effects the reference transaction. (Obvious, but let me explain) One section of the study examined the phrasing that the librarians used when responding to patron inquiries. The researchers focused on how the librarians did or did not provide a sense of legitimacy to the user. In one such transaction, a librarian states "There's nothing on here that tells me what you're looking for. I presume you're looking for something for a reason." Usage of those terms to reply to the user devalues the query, and by extension, the user's self-worth.

Discussion question(s): What are some good techniques to reassure users? What are some techniques to be avoided?

Implications: Again, another iteration of "not what you say but how you say it." Speaking in a straightforward and confident manner helps to establish rapport with the user and give a more confident image of the librarian. It also helps to encourage a sense of self-confidence in the user.