FLICK Meeting Announcement MA2001-21

Advanced Reference Interview Skills (7/20/01)

See an Outline of the Workshop Below

FLICC continues its series of programs for federal reference librarians and technicians with this half-day workshop on advanced reference interview skills. Learn how to navigate through the interview process by using proven techniques and tools. By combining your expertise with new resources and refined negotiations skills, you will provide your patrons with the information they need. The workshop leader, Mary Ellen Bates, of Bates Information Services, has more than 15 years of experience in the library and information center world and is an author of several well-known reference works on Web-based surfing.

Friday, July 20, 2001

9:00 a.m. - 12:30 p.m. (Registration begins at 8:30 a.m. There is no entry to the Library of Congress prior to 8:30 a.m.)

Mumford Room, 6th floor, Madison Building, Library of Congress, Washington, D.C. (Use the public entrances at 101 Independence Avenue, S.E. or First and C Streets, S.E.)

Capitol South (Orange and Blue Lines)

FLICC Education Working Group

$110 (includes refreshments and handouts). Call FLICC (202) 707-4800  or visit the FLICC Educational Programs Web site at to register for the workshop.

ADA accommodations will be provided if requested five (5) business days in advance. Please contact (202) 707-4800 or [log in to unmask]

Call FLICC (202) 707-4800; TTY (202) 707-4995

Cancellations must be called into the FLICC office (202-707-4800) 48 hours prior to the start of an educational program or the full fee will be charged.


* Introduction and Review of Workshop Goals and Objectives

* *Hot Buttons* of Reference Interviews:
Avoid having a reference interview get off to a bad start

* Sources of Reference Interview Ambiguities:
Discover factors that contribute to ambiguities and miscommunication in a reference interview

* Participant Activity:
Learn how librarians can get past client gatekeepers and intermediaries

* Steps of a Reference Interview:
Review and discuss the five steps of a successful reference interview

* Tools for Reference Interview Negotiation:
Find verbal and non-verbal tools that help librarians negotiate with clients during a reference interview

* Participant Activity:
Explore ways to handle a difficult email reference request

* Tips for Providing First-Class Research Services

* Wrap-up and Review