Document (#11937)

Author

Robinson, B.M.

Title

Reference services : a model of question handling

Source

RQ. 29(1989) no.1, S.48-61

Year

1989

Abstract

Describes the conceptual framework and a vocabulary which can be used to discuss strategies and choices involved in question handling. A model of question handling is presented which provides for: developing strategies for handling questions; evaluating the appropriateness of the strategy; and relating levels of service to resource requirements. The model involves 5 phases: conducting a reference interview; formulating a question handling strategy; handling the question; reporting the result to the client; and evaluating the service delivered. It describes the reference librarian's interaction with a client and the types of decisions which a librarian makes when selecting and matching the level of resources to the desired level of service.

Theme

Informationsdienstleistungen

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