Use open-ended questions during the reference interview.
An open question is one that can’t be answered with a simple “yes” or “no.” If you offer close-ended options, the patron may feel obligated or persuaded to choose one of them.
Using open-ended questions also saves you from having to know about the topic. You have to know something about a subject to begin with to ask a leading question. With open questions, you don’t have to know anything about the subject. You can ask a simple question like, “Can you tell me more about that?”
- Example: Close-Ended Question
- Patron: “I need information on the state of Michigan.”
- Staff Member: “Do you need this for a school report?”
- Patron: “No.”
- Example: Open-Ended Question
- Patron: “I need information on the state of Michigan.”
- Staff Member: “Okay. What kind of information on the state of Michigan are you looking for?”
- Patron: “Travel books. We’re taking a trip to Mount Pleasant.”
In this example, the open-ended question has given the patron the opportunity to give more specific information on their request, revealing their true information need. The close-ended question leads to a guessing game, which makes the transaction laborious for both of you.
Questions to get things started:
- Please tell me more about your topic?
- What information have you already found?
- Where have you searched so far?
- How many sources do you need?
- What types of sources do you need? Articles, books, peer-reviewed, etc.
- Do you need background information or more in-depth research?
- Do you need sources to help get started or to finish an assignment?
Additional Examples of Ways to Ask an Open-Ended Question:
Following are examples of open-ended questions. Practice using these so you will feel comfortable with them and incorporate them into your reference interactions.
- What kind of information on ________ are you looking for?
- Would you tell me more about ___________?
- Is there something specific about _____________ that you are looking for?
- Would you explain that to me in more detail?
- Can you give me an example?
- What would you like to know about ______________?
- When you say ____________, what do you mean?
- Can you describe the kind of information you would like to find?
