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Peer reviewedRicks, Thomas; And Others – Public Libraries, 1991
Discussion of reference question negotiation by librarians focuses on a study at the Orem (Utah) Public Library that was conducted to determine how frequently the reference staff negotiated questions, how frequently negotiated questions received correct answers, and what verbal and nonverbal communication skills led to correct answers. (five…
Descriptors: Librarians, Library Services, Nonverbal Communication, Public Libraries
Peer reviewedRoss, Catherine Sheldrick; Dewdney, Patricia – Public Libraries, 1994
Describes a study that focused on users' public library reference service experiences that was carried out by graduate students from the School of Library and Information Science at the University of Western Ontario. Topics addressed include body language; reference interviews; listening skills; familiarity with relevant sources; service…
Descriptors: Body Language, Graduate Students, Higher Education, Interviews
