CITATION AND COPYRIGHT INFORMATION:
Cite as: Dervin, B., & Dewdney, P. (1986). Neutral questioning: A new approach to the reference interview. Reference Quarterly, 25 (4), 506-513.
© Reference Quarterly (1986).

ABSTRACT:
This article discusses neutral questioning—a reference interview strategy derived in 1981 from the Sense-Making Methodology that allows a librarian to understand a patron’s query from his or her viewpoint. The term “neutral questioning” was suggested by a library practitioner. This approach to questioning in the reference interview is informed by the same principles as all interviewing methods derived from Sense-Making. Neutral questions are open in form, avoid premature diagnosis of the problem, and structure the interview along dimensions universally important to users—their gaps, their situations, the bridges they wish to construct, and the outcomes they wish to achieve. Derived from extensive studies into information-seeking behavior, this strategy has now been taught to numerous practitioners through workshops first developed in 1981 and through its inclusion in courses on the reference interview.

This article also features an early discussion of the Sense-Making Theory and its pertinence to information-seeking and use.

TO OBTAIN FULL TEXT:
You may request access to the full text URL by completing this form. (This will open a new window.)

OTHER MATERIALS BY THESE AUTHORS ON THIS WEB SITE:
For Dervin,
See: http://communication.sbs.ohio-state.edu/sense-making/AAauthors/authorlistdervin.html
For Dewdney,
See: http://communication.sbs.ohio-state.edu/sense-making/AAauthors/authorlistdewdney.html