Defining the nature of the enquiry
Defining the precise nature of the enquiry in conjunction with the client is often referred to as the reference interview. However, you may not be able to carry this out face to face. Instead you may carry out the interview over the telephone. Whether communicating face-to-face or by phone, 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.
You may use e-mails as part of the process, but we would recommend that, with complex enquiries, the bulk of the reference interview is oral. With a detailed and complex enquiry, you would find it difficult to gather from the client the level of detail which you require from the client through e-mails alone.
By the end of the reference interview you should be confident that the nature of the complex enquiry has been fully explored and that the information required by the client has been specifically defined.
The reference interview also provides the opportunity to establish any special needs of the client eg: visual or auditory impairment. This requires a tactful and sympathetic approach. You may need to ask for assistance from a colleague with specialist knowledge on disability issues.
And finally, do remember to record contact details for the client. In the excitement of exploring the enquiry and establishing the client's precise needs, it is all too easy to forget this important information. So check at the end of every reference interview that you have a record of the client's name, address, telephone, fax and e-mail details, as appropriate. If you will be phoning the client, it is also polite to note when it is convenient for the client to receive your call.
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