大学图书馆参考晤谈中沟通技巧之探讨

49AbstractThemainpurposesofreferenceinterviewsaretoclarifyuser’squestionsandinformationneedsinordertoprovidetheinformationofuser’sreallyneed.Communicationisaessentialpartinreferenceinterviews.Tounderstandthebasicmodelsofcommunicationandhowtouseverbalandnonverbalcommunicationskillsthatarehelpfultoimprovethequalityofreferenceservice.KeywordsReferenceinterviews;Communicationskill;Verbalcommunication;Nonverbalcommunication50TheMatrix:Reloadedkeymaker1897EleanorB.Woodruff7851121940RayL.BirdwhistellVerbalcommunicationNonverbalcommunication823Wilson,1986521PurposeRuleNeedRule862FaceValueRuleWilsonWilson86531RobertS.TaylorTaylor1968TaylorTaylor1Q12Q23Q34Q4Q3TaylorQ1Q2Q3Q4Q3Q4Q3Q2Q2Q3Q42MarilynDomasWhiteWhite198354841Need-orientedmodel862Question-orientedmodel86White198382.9%86Whisner,20021VirginiaBoucherBoucher,1976Penland82255863negotiation88StuartGlogoff(1983)S.W.Littlejohn19938184ClaudeShannon&WarrenWeaver8156ClaudeShannon&WarrenWeaverBernardVavrek--JamesRettig57JamesRettig81BernardVaverekAXBmodel58Glogoff1983JamesRettigABCXnX’nZnZ'nY59601Taylor2RaymondF.Wood783Whisner,2002OpenClosedNeutral1WHWhatWhomWhoWhenWhyHow61812YesHasCanWill81319768481781234625671RayBirdwhistell81AlbertMehrabianMathews,198327786123456387123487Knapp,1980Munoz,19771BodyMotionorKinesicBehavior2PhysicalCharacteristics3TouchingBehavior4Paralanguage6482815ProxemicsorEnvironmentalFactors906Artifacts1123456521234566Mount,1966;Richardson,1985111232123TaylorQ1Q243123674562123Dedman8268Boucher,V.1976,Fall.Nonverbalcommunicationandthelibraryreferenceinterview.RQ,27-32.Devore-Chew,M.,BrianR.&NathanM.S.1988,Qct./Dec..Theeffectsofreferencelibrariansnonverbalcommunicationonthepatrons’perceptionsofthelibrary,librarians,andthemselves.LibraryandInformationScienceResearch,10,389-400.Glogoff,S.1983,Spring.Communicationtheory’sroleinthereferenceinterview.DrexelLibraryQuarterly,192,56-72.Harter,S.P.1992.Psychologicalrelevanceandinformationscience.JournaloftheAmericanSocietyforInformationScience,439,602-615.Knapp,M.L.1980.Essentialsofnonverbalcommunication.NewYork:Holt,RinehartandWinston.Littlejohn,S.W.82TheoriesofhumancommunicationMathews,A.J.1983.Communication:Alibrarian’sguidetointerpersonalrelations.Chicago:AmericanLibraryAssociation.Mount,E.1966,Oct.Communicationbarriersandthereferencequestion.SpecialLibraries,578,575-578.Munoz,J.L.1977,Spring.Thesignificanceofnonverbalcommunicationinthereferenceinterview.RQ,220-224.Richardson,J.1985.Evaluatingnonverbalbehaviorinthereferenceinterview.InternationalLibraryMovement,7,117-123.Taylor,R.S.1968,May.Question-negotiationandinformationseekinginlibraries.College&ResearchLibraries,29,178-194.Whisner,M.2002,Winter.Teachingtheartofthereferenceinterview.LawLibraryJournal,941,161-166.White,M.D.1983,Spring.Thereferenceencountermodel.DrexelLibraryQuarterly,19,38-55.69White,M.D.1989,Jan.Differentapproachestothereferenceinterview.ReferenceLibrarian,25/26,631-646.Wilson,P.1986,Summer.Thefacevalueinreferencework.RQ,25,468-475.77339167-737897188-9688432157-1708633364-758162119-3782310330-458612352172-193873353258-2828481458-73