Reference interview model and quality assurance program for a corporate information service

Saturday, July 30, 2022

8:00 AM EDT

Primary Speaker(s)

Keryn McPherson, MLIS

Senior Manager, Information Services
Deloitte New Zealand
Wellington, Wellington, New Zealand

PDF Handouts

Speaker(s)

Rebecca Anwyll, MLIS

Manager, Information Services
Deloitte New Zealand
Wellington, Wellington, New Zealand

PDF Handouts

The Deloitte New Zealand research team has a strong belief that nailing the reference interview is the key to providing an outstanding reference/research service. We will discuss our reference interview model and practice programme, and why it works. Tied closely to this is our collaborative, non-judgemental approach to quality assurance (QA), which ensures that everything we send to our clients is of the highest standard possible. We will discuss how we have used our reference interview model and QA process to improve our work, save time, and greatly increase our value to the firm.

Learning Objectives:

Upon completion, participants will be able to clearly describe the steps required to undertake an effective reference interview and apply them to their own reference service context.
Upon completion, participants will be able to implement a quality assurance program for their own team's research.
Upon completion, participants will be able to understand why an effective reference interview and quality assurance program working together are essential elements in providing a highly effective research/reference service.