Lesson 5: Answering Questions

Model Reference Behaviors Checklist: Steps 6 - 7

Once you think you understand the question, direct the client to resources that are likely to provide relevant information. You will be learning more about the center's resources in the next sections of this tutorial. In addition to knowing about the resources, you also need to learn how to interact with a client during the search. This process is addressed by the next two steps on the checklist.

• Search: guide the client's search for information; tell the client why you are suggesting a particular resource; if you do not think the available resources will provide an answer offer to make a referral.
• Inform: speak clearly when telling the client where to look for information; check to make sure that you are understood.

Here is what this might sound like in practice:

• "A medical dictionary is always a good place to start to gather information about a condition. We have both print and online dictionaries. Which would you prefer to use?"
• "I think we have a pamphlet that provides general information about that condition. Let me show it to you so you can decide if it provides you with enough information."
• "Hmm, I don't think we have any pamphlets or books about X condition, but you might find helpful information using the web site MedlinePlus. Let me show you how to use that resource."
• "I've shown you our books, pamphlets, and selected websites and you are not finding the information you need. Let me see if the manager of the center can help you." (If Julie is not available say: "I want to pass your question on to the manager, and she is not available right now. Please fill out our referral form so she can research your topic and send you information.")

Remember, your role is to act as a guide to the information resources available in the center. Do not try to interpret the information that is located during the search.

Answering Questions
Next section: Step 8