The reference interview
One of the things I remember most about the coursework for my master’s in library science is the concept of the reference interview. This is simply a conversation a librarian has with a patron, in order to clarify their needs and target the search.
A key part of this discussion is the “why” behind the request. A person often comes into a library looking for something unknown to them (it makes sense, since if they already knew about it they wouldn’t be asking for help). In this situation, it stands to reason that you may not be able to articulate just what it is you’re looking for (imagine a person who is not mechanically inclined going to a hardware store). So if the librarian is able to ask why the patron is looking for the information, it can lead to a more informed interaction, which will often lead to success. Think of it as contextualizing the request.
If you think about it, this is really just a basic communication skill that has been articulated within the realm of library science to describe an everyday occurrence. But it can be taken beyond the library environment and applied to everyday conversations. I mean, why not try to understand someone else’s motivations when you interact with them? In every situation, whether it’s social or in the workplace, it’s important to understand the other person as fully as possible, and (within reason) it can’t hurt to ask someone for clarification. It may shake things up a little, but it also may advance the conversation and lead to a breakthrough that you didn’t foresee.
So the next time you find yourself having a conversation, and you’re not entirely sure that everyone involved is working from the same assumptions, think about asking if everyone can agree on what you’re talking about. I have often found that people are grateful if you’re willing to speak up, since they may have been unclear as well.
This isn’t a difficult concept, and it sounds logical, but I get the feeling that people are afraid of looking stupid, especially at work, and so they are afraid to ask questions. Don’t be that person — ask, because if you don’t, you’ll just remain in the dark. And the dark is a scary place to be.
Thanks for this candid entry. Just today I asked a sales person what devise they were using when logging onto my DAM. It took several emails to get a straight answer and she became defensive quickly. This is a common reaction when I ask questions to end users. Given the recent unemployment rate, more people than ever might be performing new rolls in their job and feel the need to protect their credibility which comes off in a highly defensive manner. Thank you so much for bringing up this scenario that I face daily.