1.1 Define the precise nature of the enquiry in conjunction with the client

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
4. Open and Closed Questions
5. Nature of information required
6. Constraints
7. Special needs
8. Further Information

Finding out what the client wants to know

Before you can answer a question posed by a client, you must find out exactly what that question is. Experienced colleagues will be able to tell you of many situations where there has been a misunderstanding with a reference client, resulting in wasted time and effort and sometimes embarrassment.

Whichever means of communication you use, do remember that the reference interview is a two-way interaction or dialogue and you must take responsibility for the efficiency of the communication process.

The interview is likely to begin with the client asking you a question. Your task is to probe further until you are fully satisfied that you are clear exactly what the client wishes to find out. Remember to ask for clarification from the client about the topic, e.g. ask them to spell uncommon words, expand on the topic under investigation etc.

Now move on to Finding out why the client wants the information