Communication

「參考晤談」之目的，是為了讓參考館員能夠釐清讀者真正的資訊需求，以提供正確、有意義的資訊。該過程往往涉及多元複雜的層面，因此館員必須善用溝通的技巧，才能在浩瀚的資訊洪流中找到滿足讀者需求的資訊。為了解館員與讀者在參考晤談過程中的溝通本質，本文將從參考晤談的哲理性研究出發，先談參考晤談之溝通理論與模式，其次討論實際晤談時的溝通技巧與溝通障礙；最末探討電子傳播方式對參考晤談的影響，思考館員如何在無法與讀者面對面接觸的電子化環境中，仍能釐清讀者需求，達到參考晤談的目的。

The main purpose of “Reference Interviews” is to help librarians understand users’ actual information needs and then provide correct and meaningful information. Reference librarians have to make good use of communicating skills, so that they may satisfy users’ different needs. The article attempts to investigate Reference Interview from both theoretical and practical point of views. First, it discusses the communication theories and models of Reference Interviews. Then, it describes the techniques and obstacles of Reference Interviews. Finally, Reference Interviews in the electronic environment are examined, such as how to interview with users by e-mail or WWW.

圖書館是資料收藏所，也是公共服務場所，採用兼具人文象徵性及科學記號性的符號。人文象徵性包含建築地標、圖書館管理風格及服務理念，科學記號性包含簡化概念詞的各種代碼，如分類號、編目符號、指標、元資料、ANSIZ39.50、電子資料交換(EDI)等。可見圖書館到處充斥著符號，用以表達館藏及服務讀者。本文並就臺灣大學總圖書館內的標示記號調查作一討論。

As a place of information collection and public services, the library employs both cultural symbols and scientific signs. Cultural symbols include architectural landmarks, management styles and service concepts; scientific signs include codes of simplified concept words, for example, classification numbers, labels, metadata, ANSIZ39.50, and EDI. In short, the library is full of symbols used to present library collections and to serve readers. More specifically, this article also discusses signs used in the NTU library.