Uncertainty in reference and information service

Introduction. Uncertainty is understood as an important component of the information seeking process, but it has not been explored as a component of reference and information service. Method. Interpretative phenomenological analysis was used to examine the practitioner perspective of reference and information service for eight academic research librarians in the United States. Analysis. Data were analyzed thematically according to interpretative phenomenological analysis procedures. Results. Variety and uncertaintyemerged as one of the themes of experience for these practitioners. Based on the results of this study, a conceptual model is proposed for uncertainty in reference and information service. Conclusion. The conceptual model of uncertainty in reference and information service can be used for further study of the phenomenon and to contribute to a comparative sociology of uncertainty across professions. In addition, it can be used to support practitioners and to better prepare students for the uncertainties of practice.