Document (#15492)

Author

Dewdney, P.
Michell, G.

Title

Oranges and peaches : understanding communication accidents in the reference interview

Source

RQ. 35(1996) no.4, S.520-536

Year

1996

Abstract

Librarians often have brief communication accidents in attempting to understand reference questions as they are initially presented. Presents a linguistic analysis, based on examples obtained from self reports by librarians, of phonological, syntactic, semantic, and pragmatic anomalies. These 'ill formed queries' were classified into 4 main categories: no harm done examples (usually caused by acoustic failures); unrecognized librarian originated accidents (usually involving pronunciation variants or homophones); secondhand communication accidents (where the user reconstructs the meaning of a forgotten term). The aim was to assist librarians in understanding the linguistic reasons for common strategies designed to avert or repair such accidents. Recommends specific interview techniques, restatement, open or neutral questions, and follow up questions

Theme

Informationsdienstleistungen

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