This slideshow is a presentation on reference communication and politeness theory from the Association of College & Research Libraries Conference (Seattle, WA, 2009).

1. Face It! Reference Work and Politeness Theory Go Hand In Hand Prof. Alan W. Aldrich, Instructional Services Librarian Prof. Carol A. Leibiger, Information Literacy Coordinator University of South Dakota

2. Evaluation of reference: Accuracy vs. customer satisfaction S.S. Green (1876) Reference has content and interpersonal dimensions S.S. Green (1876) Reference has content and interpersonal dimensions Crowley (1968) accuracy studies “ 55% rule” Durrance (1989) patron satisfaction studies “ willingness to return” Green (1876) reference has content and interpersonal dimensions Gers & Seward (1985) accuracy increased by attention to quality of interpersonal communication with user

8. Autonomy (negative) face L. Hi, what’s up? P. Is this where we come for more information? L. Yeah. What can I do for you? P. Well, my professor sent me here for more information for my paper. And it’s supposed to be scholarly, but I found some, and apparently that’s not good enough. So I’m here for more. L. So your professor wants more sources, or (.) more scholarly sources, or… P. Um, I think he said more scholarly sources. L. Okay. Well, what’s your paper on?

10. Solidarity (positive) face L. Hi. P. I’m really glad you’re here. I could use some help with my paper. L. Well, what can I do for you? P. Uh, well I’m doing a research paper on Piaget’s influence on the education system today and I’m having trouble finding sources. L. Oh I think we can find lots of sources. Let’s start with some of the education databases. P. Okay.