The Reference Interview Today: Negotiating and Answering Questions Face to Face, on the Phone, and Virtually (Negotiating and Answering Questions Face to Face, on the Phone, and Virtually)

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More an art than a science, the reference interview requires not only knowing a specific set of skills, but also how to apply those skills in an ever-changing world. Good reference interviews accomplish three goals: establishing contact with the user, determining what the user's information need actually is, and checking to make sure that the answer actually meets that need completely.