In library school we're taught the parts, process and importance of a reference interview. The reference interview, if done well can save one from unnecessary embarrassment and also ensure you're answering the question being asked with the answer that is needed. As a systems librarian, troubleshooting is my middle name. I may not be helping someone do research or find that particular book but I am helping someone understand a system they are using, sometimes that someone is me. I've realized that the reference interview is not only completely applicable to my work but also vitally important to successful troubleshooting in IT. The catch? Often the reference interview is unknown or not applied in library IT or IT in general. This talk will outline, reiterate and relate the parts of the traditional reference interview on books/databases/life and how to apply them in troubleshooting and supporting library systems and their users, and help users ask the better question by having the right information.
