Table of Contents

  1. The Reference Interview
  2. Finding out what the client wants to know
    1. Finding out why the client wants the information
    2. Finishing off the reference interview
  3. Spoken and written communication
    1. Factors leading to good communication
    2. Spoken language
    3. Body language
    4. Feedback
    5. Note taking
    6. Writing e-mails
  4. Open and Closed Questions
    1. Open questions
    2. Closed questions
  5. Nature of information required
    1. Quantity
    2. Level
    3. Level of information required
    4. Format
    5. Available formats
  6. Constraints
    1. Deadlines for completion
    2. Deadline problems
    3. Currency of information
    4. Language
  7. Special needs
    1. Examples of special needs
  8. Further Information