A Study of Interpersonal Communication Skills of the Online Reference Service Librarians

• Main Authors: Yun-Ju Chen, 陳韻如
• Other Authors: 蘇諼
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/28335009463657845167

碩士 === 輔仁大學 === 圖書資訊學系 === 95 === With the development of new technologies and the prevalence of Internet services, online reference services have become an essential component of reference services in the library. Since 2005, real-time interactive online reference services have appeared in the libraries of Taiwan. Interpersonal communication modes have changed during the process of online reference service. Therefore, it is important to pay more attention to the communication between users and reference librarians than ever before. The purpose of the study is to understand interpersonal communication skills needed for librarians when interacting with users in the online reference services. The researcher also attempted to make a comparison of interpersonal communication styles between traditional reference service and online reference service. Qualitative research method was utilized in the study, 16 reference librarians in academic and public libraries were interviewed during a two-month time period. The research findings include (1) the characteristics of communication media would have an impact on online reference librarians' interpersonal communication skills; (2) in order to have a better communication between users and librarians, the problems of real-time interactive online reference services need to be solved; (3) learning through work experience, discussion with colleagues, and self-studies were major ways for librarians to improve their communication skills; (4) despite the fact that most librarians interviewed agreed on the importance of good communication skills, very few librarians were willing to take extra time for that; (5) interpersonal communication courses for online reference librarians should proceed with multiple instruction modes.