Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns

Abstract

Purpose

This paper aims to present an overview of the history of communication research and theory in reference services literature and to discuss the potential of one relatively recent-emerging theory of communication (anxiety-uncertainty management theory) to describe and mitigate breakdowns in reference communication.

Design/methodology/approach

An overview and discussion of existing literature and communication-based theories of library reference services is presented.

Findings

This paper identifies and describes anxiety-uncertainty management theory as a lens through which to view communication breakdowns during library reference transactions. The concepts behind the theory and articulated as well as its insights for reference librarians.

Originality/value

This is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.

Citation

Lund, B. (2021), "Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns", Reference Services Review, Vol. 49 No. 1, pp. 55-66. https://doi.org/10.1108/RSR-07-2020-0049