Reference Interviews: Getting Things Right

Coonin, Bryna; Levine, Cynthia R.

doi:10.1080/02763877.2013.735578

Cited by 8 publications

(6 citation statements)

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“…The work of Taylor (1968) on question–negotiation during reference interviews, more recent input by Coonin and Levine (2013) and Shenton’s (2007) work on the Johari window can address problems with the identification and expression of key intelligence needs. Taylor (1968) distinguishes four levels of question–negotiation: visceral need (vague awareness), conscious need (a clearer awareness of an information need, but still problems in expressing it clearly), then formalised information needs which is often lacking in competitive intelligence where trust seems to be an issue (Section 4.2.3), and finally a compromised need (interpreted and articulated according to what an information resource may offer.…”

Section: Discussionmentioning

confidence: 99%

“…Through an information behaviour lens, the problems of identifying information needs have been addressed by the works of Taylor (1962, 1968), Belkin et al , (1982), Dervin (1991), Shenton (2007), Cole (2011, 2012), Coonin and Levine (2013), Savolainen (2017a, b) and Ford (2015) who focussed on issues such as the four levels of information needs articulation, reference interview techniques, misinterpretation of information needs, users’ inability to specify their information needs, sense-making and misguided information needs. According to Ford (2015, p. 39), misguided information needs refer to information needs misunderstood by the individual whether known or not known by the information professional.…”

Section: Introductionmentioning

confidence: 99%

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Competitive intelligence failures

Maungwa

Fourie

2018

AJIM

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Purpose Competitive intelligence failures have devastating effects in marketplaces. They are attributed to various factors but seldom explicitly to information behaviour. This paper addresses causes of competitive intelligence failures from an information behaviour lens focussing on problems with key intelligence and information needs. The exploratory study was conducted in 2016/2017. Managers (end-users) identify key intelligence needs on which information is needed, and often other staff members seek the information (proxy information seeking). The purpose of this paper is to analyse problems related to key intelligence and information needs, and make recommendations to address the problems. Design/methodology/approach The study is placed in a post-positivism research paradigm, using qualitative and limited quantitative research approaches. In total, 15 participants (competitive intelligence professionals and educators/trainers originating from South Africa and the USA) contributed rich data through in-depth individual interviews. Findings Problems associated with articulation of information needs (key intelligence needs is the competitive intelligence term – with a broader scope) include inadequate communication between the person in need of information and the proxy information searcher; awareness and recognition of information needs; difficulty in articulation, incomplete and partial sharing of details of needs. Research limitations/implications Participant recruitment was difficult, representing mostly from South Africa. The findings from this exploratory study can, however, direct further studies with a very understudied group. Practical implications However, revealed valuable findings that can guide research. Originality/value Little has been published on competitive intelligence from an information behaviour perspective. Frameworks guiding the study (a combination of Leckie et al.’s 1996 and Wilson’s, 1981 models and a competitive intelligence life cycle), however, revealed valuable findings that can guide research.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Competitive intelligence failures

Maungwa

Fourie

2018

AJIM

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“…In addition to reviewing contributions of authors like Gothberg, Anderson also analyzed new literature from communication science pertaining to conflict resolution and its potential benefit to library reference. Other research in the years following focused on assessing patron satisfaction with the reference interview (Kern, 2003;Coonin and Levine, 2013;Bonnet and McAlexander, 2013).…”

Section: Recent Developmentsmentioning

confidence: 99%

Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns

Lund

2020

RSR

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Purpose This paper aims to present an overview of the history of communication research and theory in reference services literature and to discuss the potential of one relatively recent-emerging theory of communication (anxiety-uncertainty management theory) to describe and mitigate breakdowns in reference communication. Design/methodology/approach An overview and discussion of existing literature and communication-based theories of library reference services is presented. Findings This paper identifies and describes anxiety-uncertainty management theory as a lens through which to view communication breakdowns during library reference transactions. The concepts behind the theory and articulated as well as its insights for reference librarians. Originality/value This is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.

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“…For instance, unsuccessful reference interactions occur when librarians "conduct superficial reference interviews" in which they "'fail to identify the actual information need'" (Hernon & McClure, 1987, as cited in Saunders & Ung, 2017, p. 49). Therefore, during any reference interview, it is in the librarian's best interest to listen to the student's needs, pose open-ended and follow-up questions, and then verify that they understand the user's research focus (Coonin & Levine, 2013). Through pleasant, inquisitive conversation, not only will the librarian understand the researcher's needs, but the student will also have a greater sense of their project's direction.…”

Section: First Impressionmentioning

confidence: 99%

The Impactful Research Appointment: Combating Research Anxiety and Library Stereotypes

Matook

2020

The Reference Librarian

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The academic library research appointment provides invaluable benefits to both the academic library and the student, such as improved information literacy skills, trust, and a sense of community. Based on the rewards that the scheduled consultation can potentially yield, it is a service that should not be overlooked. A highly impactful research appointment derives from the librarian's behavior. Throughout the consultation, the librarian must employ interpersonal skills and practice empathy. In doing so, they will dissolve the user's research anxiety and negative library stereotypes, allowing information literacy capabilities to develop. In this opportune setting, it is the librarian's responsibility to build up the user's research confidence by drawing them out of their passive state and engaging them in the research process. Through a collaborative, communal partnership with the student, the librarian will familiarize them with the library's online system. By considering the user's perspective and responding appropriately, the academic librarian will inspire a highly impactful and transformational research appointment. This lasting impression will lead the student to view the library as a safe, dependable space. While the librarian's attuned behavior is necessary for any consultation, it was especially vital in the wake of the coronavirus disease 2019 (COVID-19) pandemic.

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Reference Interviews: Getting Things Right

Cited by 8 publications

References 0 publications

Competitive intelligence failures

Competitive intelligence failures

Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns

The Impactful Research Appointment: Combating Research Anxiety and Library Stereotypes

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