You hear a lot about the importance of reference interviews in the library field -- that importance doesn't diminish when you're working in a makerspace! What makes reference interviews unique in a makerspace? Read on and find out more.
What is a reference interview?
"A reference interview is a conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources." Wikipedia, https://en.wikipedia.org/wiki/Reference_interview
Reference interviews happen every day in every library, and are an important way for library staff to connect with and help patrons. They help us determine a patron's needs while also establishing a relationship and sense of trust with them. We use reference interviews in the makerspace to provide the best possible solutions to our patrons.
Why Use Reference Interviews in Makerspaces?
Have you ever had someone come into the makerspace and think they want to do one thing, but then through discussion determine another machine might better suit their purposes? This is a typical experience for makerspace staff, especially when patrons don't know much about the machines in the space. Makerspace reference interviews are important because they:
It can feel awkward to walk up and ask a stranger a question, especially when you don't feel completely knowledgeable about the subject. We can help set the stage to make people feel comfortable throughout the interaction by doing these simple things.
When we're asking questions of our patrons, we're ensuring that we're helping to identify their problem or goal, assessing where they are in their process, and finding out what kind of information they need, all the while encouraging them along the way. It's not an inquisition. To do this, there are two kinds of questions we ask:
Closed-ended Questions: When asking these questions, you're giving patrons specific options to choose from in their response. Frequently these are yes / no questions, but can also be "this" or that" questions.
Open-ended Questions: When asking these questions, you're being exploratory and asking for more information from patrons.
(Picture: Project from the makerspace where patron came in thinking he would want to 3D print a solution to their tray storage challenge. Through discussion, it was determined that the CNC would be the better machine to use.)
Pitfalls frequently show up as the opposite of what we need to do to set up a good reference interaction. Avoiding these issues is important, as well as simple to do.
Most of us have experienced a time when a patron was disappointed in their makerspace experience, largely due to having unrealistic expectations. We can use the makerspace reference interview as a way to help set expectations. This piece of the reference interview comes out in the following ways:
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