Neutral questioning: A new approach to the reference interview. Dervin, B. and Dewdney, P. RQ, 25(4):506–513, 1986.
Neutral questioning: A new approach to the reference interview. [pdf]Paper  abstract   bibtex   
The reference interview is a "query negotiation—determining what the inquirer really wants to know. This task has been described by Taylor as one of the most complex acts of human communication." Authors examine "a promising conceptual framework" that emerged from a 13-year study that offers "a coherent theoretical perspective for the choice and ordering of techniques in [the reference] interview...." Information seeking is a "sense making" process for the user. The paper "argues the usefulness of the neutral questioning technique, the interviewing strategy based on the Sense-Making approach." The most successful interviews involve the librarian finding out "the situation behind the query and the intended uses on the information." Neutral questioning (different than open questions) is an effective interviewing method that helps the librarian perceive the "underlying situation, the gaps faced, and the expected uses."
@article{dervin_neutral_1986,
	title = {Neutral questioning: {A} new approach to the reference interview.},
	volume = {25},
	url = {http://communication.sbs.ohio-state.edu/sense-making/zennez/zennezdervindewd86nq.pdf},
	abstract = {The reference interview is a "query negotiation—determining what the inquirer really wants to know. This task has been described by Taylor as one of the most complex acts of human communication." Authors examine "a promising conceptual framework" that emerged from a 13-year study that offers "a coherent theoretical perspective for the choice and ordering of techniques in [the reference] interview...." Information seeking is a "sense making" process for the user. The paper "argues the usefulness of the neutral questioning technique, the interviewing strategy based on the Sense-Making approach." The most successful interviews involve the librarian finding out "the situation behind the query and the intended uses on the information." Neutral questioning (different than open questions) is an effective interviewing method that helps the librarian perceive the "underlying situation, the gaps faced, and the expected uses."},
	number = {4},
	journal = {RQ},
	author = {Dervin, B. and Dewdney, P.},
	year = {1986},
	pages = {506--513}
}
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