6 Online Reference Interviews

Learning Objective

The intention of this chapter is to:

• define what an online reference interview is;
• learn about technologies that support access to online reference interviews;
• understand cultural and ethical considerations;
• understand guidelines and best practices of online reference interviews; and
• learn about emerging technology.

Libraries are becoming increasingly more digital. As the shift to a more digital space continues, the online reference interview is becoming critical for connecting users with information. The online reference interview presents different challenges than an in-person reference interview; use of technology, communication barriers, cultural and ethical considerations all need to be taken into account. When conducting an online reference interview the effective use of technology on both the librarian’s side and the user can influence how one interacts. The interactions of the online reference interview must also be sensitive to ethical and cultural ways that users interpret and seek the information. Librarians must ensure that the tools needed to support digital reference services remain accessible and sustainable. This chapter will define online reference interview practices and challenges.

A student is in class working on a research project and sends an email to the librarian. The librarian receives the email and responds during her planning period with questions about their specific research goals. The student responds later in the day. The librarian can then provide better guidance and resources for the student. Is this an ideal scenario of an asynchronous online reference? What could be done better? How might the student’s or librarian’s background affect the reference interview?

Technologies

There are many different communication tools, both synchronous and asynchronous that allow flexibility and access. Synchronous tools such as library chat platforms (e.g., LibAnswers, LibChat, LiveHelpNow), video conferencing tools (e.g., Zoom, Google Meet), and screen sharing software (e.g., Zoom Share Screen, CoBrowse) provide real time––more like in-person––interviews. These can provide better results and are especially helpful for more detailed or unique search questions. Asynchronous communications tools such as email, online reference forms embedded within the libraries website, or ticketing systems allow for more flexibility across schedules and are generally accessible for most patrons.

Cultural and Ethical Considerations

When you begin planning, then conducting, and reviewing your online reference interview, you should be considerate of your interviewee’s cultural and ethical views. It is important that before your interview takes place, you inform your interviewee of their informed consent, be transparent about the nature of the interview, and how you will keep their privacy during the interview. You should also be aware of your interviewee’s time zone differences. Since you are conducting the interview, you should be willing to meet with your interviewee at a time that works best for them even if it means it’s the middle of the night for you.

So, what is informed consent? Informed consent means that as the interviewer, you are to explicitly explain the nature of the interview and how it will be used. Some questions to consider are:

• Will it be shortened into an essay? If so, remember that quotes can often be misconstrued if taken out of context.
• Will the interview be placed online for others to see?
• Does the interviewee understand what the interview is about? How long will it take? Be transparent!

Once the interviewee is completely assured about the intent of the interview, they can give their verbal or written consent to conduct the interview.

Emerging Technology

As online reference interviews grow in popularity, technology grows, as well, to expand capabilities for both the interviewer and the interviewee. One of the ways that technology is growing at the fastest rate is through the use of artificial intelligence (AI). Through the use of AI, various tools are available for all parties involved in the interview. If the interview is going to be posted online, the interviewer may choose to have a background behind the involved parties so it looks like both parties are in the same room. Improved video quality is another way that technology is improving.

Key Takeaway

Online reference interviews extend traditional reference practices into digital environments and require careful attention to communication, technology, and user context. Effective online reference work depends on clear interaction, ethical awareness, and thoughtful selection of synchronous and asynchronous tools.