Your webinar will be held on June 7, 2022, 10:30 am – 11:30 am  ET.

Login here: https://attendee.gotowebinar.com/register/2894618712985331469


Within 7 days, the recording of this session will be available in our On Demand section.


When patrons ask questions at the reference desk, they don’t always ask for what they really want. So, how do we find out what they really want, without denying them what they have asked for? This is where the Reference Interview comes into play. We can use this focused conversation to find out what our patrons really want, and clarify any restrictions they might have.

We will explore the steps of the interview, helpful characteristics, useful tips, and special circumstances to be ready to tackle the next reference question that comes along. Extra attention will be paid to the challenges of chat, text and email reference, as many patrons & libraries are relying more heavily on remote reference at this time.

Presenter: Jeanne Holba Puacz has been a reference librarian since 1992, and has experience in academic, school, corporate and public libraries. She has been teaching reference since 2000 and has taught at Indiana University, Dominican University and University of Illinois. She has been teaching in the University of Illinois’ iSchool LEEP program since 2004.