Kommunikationsproblem och bemötande inom referenssamtalet
This bachelor thesis is about communication problems and treatment during the reference interview. The purpose was to investigate the reasons of why users? information needs are not always understood by the librarian and what to do about it. I have also investigated what kind of skills that can be useful for librarians to have and how a librarian can act in a way that makes the user feel welcome during the reference interview. The method I used was a literature study and an own study through interviews of library users. The theories I used was Taylor?s information need theory and Argyle & Dean?s equilibrium theory. The result I found was that a librarian can ask a user open questions like how the user plans to use the information in order to find out more about what kind of information needs she has. To make the user feel welcome the librarian can invite her to return if she does not find the information by herself or ask her if she is satisfied with the information the librarian found for her. It is often appreciated by the users if librarians are friendly, have patience, smile, have eye contact during the interview and show that they are really interested in helping the user.