Electronic Mail Reference Services

"To achieve...objectives in a speedy manner is probably the biggest challenge of the remote reference interview." 4

The e-mail reference interview is an integral part of the e-mail reference process.

Conducting the E-Mail Reference Interview

• Tibbo's article discusses the e-mail reference interview in an archival setting, but her points can also relate to libraries.

• The reference librarian needs to carefully read and interpret the request.
• Throughout the reference exchange, the librarian should summarize what he or she feels the patron is requesting to avoid misinterpretation.
• The reference librarian should ensure that the patron is satisfied with the information provided and he or she should inform the patron that their needs are important and that they are welcome to use the service in the future.
• Abels also discusses the e-mail reference interview.

• It is important to send clear, friendly messages to the patron.
• Although it is difficult to ascertain the level of intelligence and motivation of the patron through the e-mail reference interview, every client should be treated the same, regardless of typing errors.
• Due to the time lag, the librarian should present a summary of the entire reference transaction so that information can be verified.
• The ideal reference interview consists of three messages: the problem/statement by the patron, a summarization/evaluation of the question by the librarian, and a confirmation statement by the patron.  If the reference process requires going beyond five messages, an alternative type of reference transaction (i.e.. in-person, telephone) may need to be suggested.


The E-Mail Reference Form
 

• A Study at the University of Maryland examined different approaches to e-mail reference interviews conducted by library students (Abels).  This study revealed that providing an e-mail reference form for the patron to fill out is a very effective way of carrying out e-mail reference transactions.

• Forms help the librarian better understand the patron's information need.
• Forms reduce the number of e-mail messages because they compel the patron to include in one place all the relevant information needed by the librarian to answer the question.
• Students at the University of Maryland created an ideal form.  It contains three sections.

2.  Subject (description of request, possible keywords or phrases, purpose of request, known documents/authors related to topic, preferences for dates of publication, languages, formats, geographical areas, previous searches carried out by patron on the topic, suggestions for sources).

3.  Constraints (date needed, budget, number of items required, type of information desired, preferred means of delivery).

Please click here to see some sample e-mail reference forms available at different libraries.

4.  Eileen G. Abels, "The E-mail Reference Interview," RQ 35, no. 3 (Spring 1996): 345-58.