Uncertainty management in reference interactions with pro se law library users

This study applies uncertainty management theory to reference interactions between law librarians and pro se library users. Focus groups were conducted with law librarians to obtain data. The results showed that law librarians assisting pro se library users experienced uncertainty in multiple and complex forms, arising both from interacting with users and from institutional and legal requirements; that they appraised uncertainty for its meaning; managed their own uncertainties through various techniques; dealt with challenges to managing their uncertainty; and attempted to influence the uncertainty of pro se library users. The results also highlighted a significant gap between standard reference interaction practices and theory and the realities experienced in reference interactions with pro se library users.

Name thesis:degree_name

Ph.D.

Level thesis:degree_level

Dissertation

Discipline thesis:degree_discipline

Library & Information Science

Grantor

University of Illinois at Urbana-Champaign

Year dc:date

2011

Author dc:creator

• Healey, Paul D.

Contributors dc:contributor

• Palmer, Carole L.
• Smith, Linda C.
• Lipinski, Tomas
• MacMullen, W. John

• Uncertainty management
• Law librarians
• Law reference interactions
• Pro se library users

Statement dc:rights

• Copyright 2010 Paul David Healey

Language dc:language

en

Handle dc:identifier

http://hdl.handle.net/2142/18327

OAI identifier oai:identifier

oai:www.ideals.illinois.edu:2142/18327