Think Like a Librarian: Why the Reference Interview Is the Framework Data Teams Are Missing with Jenna Jordan and Amalia Child
From ServiceNow Podcasts by ServiceNow Community Podcasts
April 16, 2026 · 52 min · Season 11 · Episode 19
About this episode
This episode discusses how the reference interview technique from library science can improve data teams' understanding of user needs.
Data teams spend enormous energy building pipelines, platforms, and governance frameworks but often skip the most fundamental step: truly understanding what people are actually asking for. In this episode, Juan and Tim sit down with data librarians Jenna Jordan and Amalia Child to explore why library science may be the missing lens for data work. At the heart of the conversation is the reference interview, a structured technique librarians use to uncover a user's "true information need," which almost never matches the first question they ask. From establishing trust and listening without judgment, to asking open-ended questions and verifying whether the need was actually met, the reference interview offers a rigorous, repeatable framework for anyone serving data users. If you've ever wondered why data projects deliver less value than expected, this episode will reframe the problem entirely and give you a practical toolkit to start closing the gap. See omnystudio.com/listener for privacy information.
People in this episode
Hosts: Juan, Tim
Guests: Jenna Jordan, Amalia Child
Topics covered
- data teams
- reference interview
- library science
- information needs
- data governance
- user needs
Keywords
- data teams
- reference interview
- library science
- information needs
- data governance
- user engagement
Mentioned in this episode
Organizations: ServiceNow, library science
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