Document (#15490)

Author

Radford, M.L.

Title

Communication theory applied to the reference encounter : an analysis of critical incidents

Source

Library quarterly. 66(1996) no.2, S.123-137

Year

1996

Abstract

Using the critical incident technique, identifies dimensions of interpersonal communication perceived to be integral to success or failure in academic refernece interactions. Such dimensions include attitude, relationship quality, information, knowledge base, and approachability. Demonstrates the value of applying communication theory to study of the reference interaction. Argues for a new model of the librarian user reference interaction that recognizes the vital imprtance of relational messages

Theme

Informationsdienstleistungen

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