Information behaviour concepts in the reference service research

Introduction. Information behaviour is an important conceptual foundation for reference service research. This study examines whether and how reference service research draws on information behaviour theories, models, and concepts. Method. A content analysis of the published English-language research with the database classifications ‘reference service’ and ‘reference work’ from 2010-2019 were analysed for key information behaviour theories, models, and concepts. Analysis. Abstracts of bibliographic database records were coded to identify empirical studies. Lexical searches with qualitative analysis software were used to identify use of information behaviour concepts and references to specific information behaviour theories, models, and concepts. Results. More than half of the empirical papers (316 or 54%) on reference service mentioned information behaviour concepts. Nearly a quarter of these papers used information behaviour in a substantial way. Thirty (5%) of the papers explicitly used key information behaviour theories, models, or concepts, including Kuhlthau’s (2004) information search process and Taylor’s (1968) levels of information need. Conclusion. These findings suggest that information behaviour is being used as a conceptual and theoretical knowledge base for reference services research.