Interviewing Techniques for Remote Reference: Electronic Versus Traditional Environments

An increasing number of archives are supporting electronic mail reference services. To optimize the usefulness of this rapid and convenient means of communication, archivists must consider the nature of the reference transaction in general and adapt it to this new remote or "virtual" environment. As with face-to-face reference encounters, archivists must set the tone of remote reference exchanges; clarify the clients' questions and information needs; deliver the required information; and follow up exchanges, making sure that clients have everything they need and that they feel comfortable asking for more information as the need arises. The author offers suggestions as to how these steps can be implemented via electronic mail and discusses management concerns.