Finding out why the client wants the information
It is extremely helpful if you can establish early on in the interaction the reason why the client wishes the information requested. Tact may be required here, however, as some clients may be unwilling to give this information. This is especially likely where the enquiry is of a sensitive or confidential nature, such as a medical or financial problem. If the client appears uncomfortable or evasive when asked why the information is being sought, then it is unwise to probe further.
You should ascertain the "starting point" of the enquiry in order to avoid time being wasted on finding information which the client already knows. Ask whether the client has already undertaken any research on the topic and what the results of this were. This can give guidance on successful and unsuccessful information searching approaches. But do not write off a particular approach just because a client assures you that it has yielded no information. Remember the client is not an information specialist - you are! - and so the client may not have searched as thoroughly or as efficiently as you would.
Now move on to Finishing off the reference interview
