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
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
5. Nature of information required
6. Constraints
7. Special needs
8. Further Information

Body language

In face-to-face situations, use appropriate body language designed to set the client at ease and promote effective communication. Smile and greet the client by name if possible. Lean forward slightly and use eye contact to show your interest in the conversation. Try to carry out the interview in a place where both you and the client are sitting comfortably and at the same level, preferably side by side.

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Observing body language What would you deduce from the body language of a client who fidgeted during the reference interview? The most likely explanations are that the client: - is in a hurry, perhaps because of another appointment - may feel nervous in the library environment or about asking for your assistance with their query.

Now move on to Good feedback ...