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Peer reviewedDewdney, Patricia; Michell, Gillian – Library Quarterly, 1997
Draws on theory from linguistics (particularly speech act theory), philosophy, and cognitive science to show how the ambiguous nature of "why" questions may lead to unproductive or even hostile responses in the reference interview. Suggests two main strategies for resolving this conflict, contextualization and the use of neutral…
Descriptors: Behavior, Cognitive Psychology, Information Services, Library Services
