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| Main Authors: | , |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1990
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=ED322928 |
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Table of Contents:
- Question Negotiation at Orem Public Library. Buckley, Jonathan And Others Administrative Policy Communication Skills Evaluation Criteria Job Performance Organizational Objectives Personnel Evaluation Public Libraries Reference Services Referral Retraining User Needs (Information) User Satisfaction (Information) The purpose of this unobtrusive study of reference services at Orem (Utah) Public Library was to determine the extent to which reference questions were negotiated, the appropriateness of the verbal and nonverbal communication skills used, and the extent of influence those skills and levels of negotiation had on the accuracy of the answer given. Proxy library users conducted a total of 60 reference transactions within a 2-week period using assigned negotiation questions, each with three levels that the librarians had to negotiate in order to get to the real information need. Analysis of the data showed that 53.3% of the negotiation transactions were negotiated to the real information need, and of those that were fully negotiated, 78.1% received the correct answer. Nonverbal skills were used over 90% of the time, but were not serious indicators of the correct answers. All verbal skills were better indicators of receiving the correct answer, the best indicators being the use of appropriate open questions and the use of follow-up. (14 references) (Author/SD)