URN_NBN_SI_DOC-JDVI0XMN

UDC 002.659.2 025.5:007 Summary The reference interview is an essential part of the reference process. Most libra­ rians intuitively grasp its nature; however, it is usefull to examine and learn more about the theory of the reference interview, because that knowledge could in­ crease the effectiveness and efficiency of that communication process. At the beginning the historical perspective, the definition and the structure of the reference interview are given. Three basic steps in the reference interview: open­ ing the interview or clarification of the information need, searching for appropri­ ate information, and communication of the information to the user or successful closure of the interview are described. To better understand the reference inter­ view process, librarians must consider both verbal and nonverbal communication issues. The role of various, especially open and closed types of questions in the reference interview is then presented. Various characteristics or traits may be needed to conduct the successful interview. Some interview skills can also be learned, and are presented in that article. Among the many types of reference interviews that could occur a few of them (ready-reference, research projects, SDI, reader's advisory, database searching interview, and telephone interview) are described. Key words: reference interview, verbal communication issues, types of questions, nonverbal communication issues, user information needs, types of interviews 1. U vod V n ajširšem sm islu lahko referenčni p o g o v o r defin iram o kot konverzacijo m ed referenčnim bibliotekarjem in up o rab n ik o m . N jegov n a m en je razkriti in razjasniti u p o ra b n ik o v o dejansko inform acijsko p o treb o ter m u p o m ag ati p ri iskanju inform acij, ki bi lahko zadovoljile to potrebo. R eferenčni po g o v o r je torej d v o sm ern i (interaktivni) kom unikacijski proces, v katerem prihaja d o en a k o v re d n e obojestranske izm enjave inform acij s točno d oločenim n a ­ m enom . V logi obeh sodelujočih sta p ri tem ločeni in različni. N alo ga refe­ renčnega bibliotekarja je, d a čim bolj u sp ešn o in učinkovito določi narav o , kvaliteto, nivo, obseg in form at inform acij, ki jih u p o ra b n ik želi. Z ato m o ra p rev eriti up o rab n ik o v o poznavanje p re d m e ta iskanja, ko n tek st u p o ra b n ik o ­ ve zahteve, p rid o b iti p a m o ra tu d i inform acije o časovnih in finančnih om ejitvah u p o rab n ik a. R eferenčni p o g o v o r je del širšega referenčnega p ro ­ cesa, ki ob u p o rab n ik o v em in bibliotekarjevem k o n cep tu aln em o k v iru zaje­ m a tu d i ko m p lek sn i knjižnični inform acijski sistem (Sutton, H olt, 1991). U p o rab n ik i v knjižnici zastavljajo zelo različne vrste referenčnih vprašanj. R eferenčni p o g o v o r je lahko zelo k ratek (npr. n u d en je n a p o titv e n ih ali usm erjev aln ih inform acij, k ratk ih faktografskih odgo vorov ), lah ko p a je tu d i obsežna ponavljajoča se interakcija o dlje časa trajajočem in tem atsk o z a h