6-大學圖書館參考晤談中溝通技巧之探討.indd

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莉苗祁
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1 Abstract The main purposes of reference interviews are to clarify user s questions and information needs in order to provide the information of user s really need. Communication is a essential part in reference interviews. To understand the basic models of communication and how to use verbal and nonverbal communication skills that are helpful to improve the quality of reference service. Keywords Reference interviews ; Communication skill ; Verbal communication ; Nonverbal communication 49

2 The Matrix : Reloaded key maker 1897 Eleanor B. Woodruff 78 50

3 Ray L. Birdwhistell Verbal c o m m u n ic a t io n Nonverbal communication 82 3 Wilson,

4 1 Purpose Rule Need Rule 86 2 Face Value Rule Wilson Wilson 86 52

5 1Robert S. Taylor Taylor 1968 Taylor Taylor 1 Q1 2 Q2 3 Q3 4 Q4 Q3 Taylor Q1 Q2 Q3 Q4 Q3 Q4 Q3 Q2 Q2 Q3 Q4 2Marilyn Domas White White

6 84 1 N e e d - o r i e n t e d model 86 2 Question-oriented model 86 White % 86 1 Virginia Boucher Boucher, 1976Penland 82 2 Whisner,

7 S t u a r t Glogoff(1983) S. W. Littlejohn negotiation Claude Sha n non & Warren Weaver 81 55

8 Claude Shannon & Warren Weaver Bernard Vavrek -- James Rettig 56

9 Bernard VaverekA X B model James Rettig 81 57

10 James Rettig A B C X n X n Z n Z' n Y G l o g o f f

11 59

12 1 Taylor 3 Whisner, Raymond F. Wood 78 Open Closed Neutral 1 W H What Whom Who When Why How 60

13 81 2 Yes Ha s Ca n W i l l

14 Albert Mehrabian Mathews, Ray Birdwhistell 5 62

15 Knapp, 1980 Munoz, Body Motion or Kinesic Behavior 2Physical Characteristics 3Touching Behavior 4 Paralanguage 63

16 Proxem ics or Environmental Factors 90 6 Artifacts

18 Mount, 1966 ; Richardson, Taylor Q1 Q

19 Dedman 82 67

20 Boucher, V. 1976, Fall. Nonverbal communication and the library reference interview. RQ, Devore-Chew, M., Brian R. & Nathan M. S. 1988, Qct. / Dec.. The effects of reference librarians nonverbal communication on the patrons perceptions of the library, librarians, and themselves. Library and Information Science Research, 10, Glogoff, S. 1983, Spring. Communication theory s role in the reference interview. Drexel Library Quarterly, 19 2, Harter, S. P Psychological relevance and information science. Journal of the American Society for Information Science, 43 9, Knapp, M. L Essentials of nonverbal communication. New York: Holt, Rinehart and Winston. Littlejohn, S. W. 82 Theories of human communication Mathews, A. J Communication: A librarian s guide to interpersonal relations. Chicago: American Library Association. Mount, E. 1966, Oct. Communication barriers and the reference question. Special Libraries, 57 8, Munoz, J. L. 1977, Spring. The significance of nonverbal communication in the reference interview. RQ, Richardson, J Evaluating nonverbal behavior in the reference interview. International Library Movement, 7, Taylor, R. S. 1968, May. Question-negotiation and information seeking in libraries. College & Research Libraries, 29, Whisner, M. 2002, Winter. Teaching the art of the reference interview. Law Library Journal, 94 1, White, M. D. 1983, Spring. The reference encounter model. Drexel Library Quarterly, 19,

21 White, M. D. 1989, Jan. Different approaches to the reference interview. Reference Librarian, 25 / 26, Wilson, P. 1986, Summer. The face value in reference work. RQ, 25,

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