The Analysis of Reference Interview between Librarians and Users

「參考晤談」之目的，是為了讓參考館員能夠釐清讀者真正的資訊需求，以提供正確、有意義的資訊。該過程往往涉及多元複雜的層面，因此館員必須善用溝通的技巧，才能在浩瀚的資訊洪流中找到滿足讀者需求的資訊。為了解館員與讀者在參考晤談過程中的溝通本質，本文將從參考晤談的哲理性研究出發，先談參考晤談之溝通理論與模式，其次討論實際晤談時的溝通技巧與溝通障礙;最末探討電子傳播方式對參考晤談的影響，思考館員如何在無法與讀者面對面接觸的電子化環境中，仍能釐清讀者需求，達到參考晤談的目的。The main purpose of “Reference Interviews” is to help librarians understand users’ actual information needs & then provide correct & meaningful information. Reference librarians have to make good use of communicating skills, so that they may satisfy users’ different needs. The article attempts to investigate Reference Interview from both theoretical & practical point of views. First, it discusses the communication theories & models of Reference Interviews. Then, it describes the techniques & obstacles of Reference Interviews. Finally, Reference Interviews in the electronic environment are examined, such as how to interview with users by e-mail or WWW