圖書館參考服務的目的在於協助讀者有效的運用資訊，而參考晤談則發生在讀者詢問問題或館員答覆問題時，讀者與館員之間所發生的溝通行為，且復此相互影響著對方。館員除須具備專業素養外，尚須括人際溝通的技巧，以其掌握讀者的資訊需求，進而達到服務讀?的目標。本文旨在探討館員與讀者之間發生的溝通行為，它可能在出納臺進行、可能在參考室進行，也可能在圖書館的任何一角落進行。首先述及歷史上各學者對於館員與讀者之間溝通行為的，其次討論參考晤談的定義與目的、參考晤談的問題與溝通障礙、人際溝通的意義與技巧及人際溝通的技巧應用在參晤談。最後建議加強館員的溝通能力及減少館員的工作負荷，以便參考晤談時，能有充分的時間掌握讀者的問題，提供適當的協助。

　　　　　The function of reader service is to help the patron to use the information effectively. Reference interview is a communication process that occurs between a patron and a librarian. While patron inquiries and librarian responses, the communication is interactive and interdependent. Librarian should have the skills of interpersonal communication to achieve the goal of reader services. The purpose of this paper is to investigate the communication between patron and librarian. First, it discusses the theory, the definition, the objective of reference interview, issues of reference interview and communication barriers. Then, it examines the theory of interpersonal communication and the skills used in reference interview. Last, the author suggests that in order to provide proper assistance, library should reinforce and develop librarians' communication skills and reduce their workload.