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Reference Interview Stages

Stage	Sets of Behaviors	Specific Minimum Required Behaviors
Set the tone	Approachability	Smile. Make eye contact. Give friendly greeting. Be at same eye level as client.
Get the facts	Comfort	Speak in relaxed tone. Be mobile, go with client.
	Interest	Maintain eye contact. Make attentive comments. Give client full attention.
	Listening	Do not interrupt client. Paraphrase or repeat to demonstrate understanding. Ask clarifying questions if not sure of client's question.
	Inquiring	Ask open questions. Verify specific questions before searching.
	Searching	Keep client informed of progress of search. Offer referral if answer not found.
Give information	Informing	Speak clearly and distinctly. Check with client to be sure answer is understood. Cite sources.
Offer Closure	Closing
SMART (Skills for More Adept Reference Transactions) Materials adapted by KCLS from a workshop presented by James B. Alsip and Laura J. Isenstine LIA Associates, PO Box 93211, Des Moines, IA 50393 Return to Interview Resources

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