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
The Matrix : Reloaded key maker 1897 Eleanor B. Woodruff 78 50
1 2 1940 Ray L. Birdwhistell Verbal c o m m u n ic a t io n Nonverbal communication 82 3 Wilson, 1986 51
1 Purpose Rule Need Rule 86 2 Face Value Rule Wilson Wilson 86 52
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 1983 53
84 1 N e e d - o r i e n t e d model 86 2 Question-oriented model 86 White 1983 82.9 % 86 1 Virginia Boucher Boucher, 1976Penland 82 2 Whisner, 2002 54
86 3 88 S t u a r t Glogoff(1983) S. W. Littlejohn 1993 81 84 negotiation Claude Sha n non & Warren Weaver 81 55
Claude Shannon & Warren Weaver Bernard Vavrek -- James Rettig 56
Bernard VaverekA X B model James Rettig 81 57
James Rettig A B C X n X n Z n Z' n Y G l o g o f f 1983 58
59
1 Taylor 3 Whisner, 2002 2 Raymond F. Wood 78 Open Closed Neutral 1 W H What Whom Who When Why How 60
81 2 Yes Ha s Ca n W i l l 8 1 81 3 1976 84 78 1 2 3 4 61
5 6 7 81 Albert Mehrabian Mathews, 1983 2 77 86 1 2 3 4 1 Ray Birdwhistell 5 62
87 1 2 3 4 87 Knapp, 1980 Munoz, 1977 1 Body Motion or Kinesic Behavior 2Physical Characteristics 3Touching Behavior 4 Paralanguage 63
82 81 5 Proxem ics or Environmental Factors 90 6 Artifacts 1 1 2 3 4 5 64
65 2 1 2 3 4 5
Mount, 1966 ; Richardson, 1985 1 1 1 2 3 2 1 2 3 Taylor Q1 Q2 4 3 1 2 3 66
4 5 6 2 1 2 3 Dedman 82 67
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White, M. D. 1989, Jan. Different approaches to the reference interview. Reference Librarian, 25 / 26, 631-646. Wilson, P. 1986, Summer. The face value in reference work. RQ, 25, 468-475. 77 3 39 1 67-73 78 9 7 1 88-96 88 4 3 2 157-170 86 3 3 3 64-75 81 6 21 19-37 82 3 10 3 30-45 86 12 35 2 172-193 87 3 35 3 258-282 84 8 14 58-73 69