What reference librarians can learn from Car Talk.(FOR YOUR ENRICHMENT)

Abstract

Kern and Woodard's chapter, "The Reference Interview," in Bopp and Smith's 2011 Reference & Information Services: An Introduction provided the basis for our comparison of Car Talk interactions to reference interactions.4 For every call in the twenty programs, we completed a reference evaluation sheet to evaluate Click and Clack's approachability and interest, question negotiation, searching and answering, and follow-up.5 At the bottom of each evaluation sheet we included a checklist of the "personal qualities of reference librarians" outlined in Bopp and Smith: service orientation, patience and persistence, sensitivity, self-control, flexibility and sense of humor, good judgment, and knowledge and confidence.6 As we listened to the interactions we took notes, where applicable, on how these personal qualities were or were not displayed in the interactions. After wasting a number of perfectly good hours listening to Tom and Ray, we found them to be strong models for the following: * building rapport with patrons, by showing interest in them and their questions * negotiating the question well with open and closed questions * drawing on their extensive knowledge base to help resolve questions * providing clear explanations and, where appropriate, instruction * referring questions to others where appropriate * politely closing the interview (though confirmation of understanding was rare) * displaying knowledge, confidence, and good judgment in providing service * maintaining a sense of humor, and not taking themselves too seriously The entertainment aspects of Car Talk that allow Click and Clack to poke fun at their callers, themselves, and the behavior of humans and automobiles in general, make them less useful as models for some of the "personal qualities" that reference librarians are supposed to possess, such as sensitivity, self control, and patience.