April 17-19 hyatt regency crystal city
arlington, va
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Wednesday, April 18, 2018

B205: Connecting With Clients: Communication Theory & Reference Interviews

4:30 p.m. - 5:15 p.m.
Caryn Wesner-Early, Search Strategy Expert, ASRC-MS assigned to USPTO
Laura Hjerpe, Senior Consultant, CGI Federal

This session looks at different aspects of the reference interview, both in person and in computer-mediated environments. Communication theory is discussed as it relates to reference interviews, including why they are needed. Topics include problems inherent in the interview process, goals, characteristics, how to communicate effectively, different techniques for interviews conducted in person vs. via telephone or computer, and tips for what to do if the patron is unhappy. This session will be useful for anyone who does reference interviews or collaborative research, or for anyone teaching/training library students or assistants.

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