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

Abstract

PurposeThis 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/approachAn overview and discussion of existing literature and communication-based theories of library reference services is presented.FindingsThis 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/valueThis is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.