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Asking "Why" Questions in the Reference Interview: A Theoretical Justification

In the reference interview, the library user's information need can often be clarified by asking questions that elicit his or her reasons for presenting a reference query. However, librarians are often advised to avoid using the question, "Why do you want this information?" This article draws on theory from linguistics (particularly speech act theory), philosophy, and cognitive science to show how the ambiguous nature of "why" questions may lead to unproductive or even hostile responses. The key to using "why" questions successfully in the reference interview lies in a theoretically based understanding of the form and function of these questions in their social context. Two main strategies, contextualization and the use of neutral questioning, are suggested for resolving this conflict in practice.