中立式提問法：以意義建構理論為基礎的參考晤談技巧

Neutral Questioning: A Sense-Making Technique for Reference Interview

林奇秀(Chi-Shiou Lin)

《圖書與資訊學刊》 72期 (2010/02) Pp. 1-15

https://doi.org/10.6575/JoLIS.2010.72.01

摘要

中立式提問法乃奠基於Brenda Dervin意義建構理論的參考晤談方法，強調開放提問、自由表述、但提問內容應聚焦於問題情境、認知缺口、及資訊使用等三大面向。本文介紹其實施方式及原則，包含提問重點、例句形式、提問順序與措辭、建立晤談脈絡並溝通意圖、以及維持問句開放性等原則。本文並歸納文獻說法與相關研究發現，探討該法的應用優勢及若干使用疑慮，期能協助國內參考館員了解該法，對參考晤談實務有所助益。

關鍵字

中立式提問法 ； 參考晤談 ； 意義建構理論

並列摘要

Neutral questioning is a reference interview technique based on Brenda Dervin's sense-making theory. Open in form, the technique enables the interviewee (the library patron) to freely express his/her information need. But it also allows the interviewer (the reference librarian) to remain in control of the conversation by focusing on the three elements constituting the process of information seeking and information use: ”situation,” ”gap,” and ”use.” This article introduces the principles and applications of the technique and discusses its strengths and limitations for reference practices. This study calls for further theoretical and empirical research into the technique.

並列關鍵字

Neutral questioning ； Reference interview ； Sense-making theory

參考文獻

Bates, M. J.(1989).The design of browsing and berrypicking techniques for the online search interface.Online Review.13(5),407-425.

Bopp, R. E. (Eds.),Smith, L. C. (Eds.)(2001).Reference and information services: An introduction.Englewood, CO:Libraries Unlimited.

Case, D.(2003).Looking for information: A survey of research on information seeking, needs, and behavior.Amsterdam:Academic Press.

Cassell, K. A.,Hiremath, U.(2006).Reference and information services in the 21st century: An introduction.New York:Neal-Schuman.

De Souza, Y.(1996).Reference work with international students: Making the most use of the neutral question.Reference Services Review.24(4),41-48.