Good Models of Reference Service Transactions: Applying Quantitative Concepts to Generate Nine Characteristic Attributes of Soundness

The role of mental or formal models in most quantitative research is unquestioned and taken for granted, yet reference researchers have focused little attention on identifying the attributes of sound (i.e., good) models for understanding the reference transaction. The goal of this article is to promote the development of better models for understanding reference service. Based on a case study of reference service presented herein, sound models appear to be those that are clear and simple, comprehensive, convincing, insightful, parsimonious, provocative, well structured, testable, and understandable. In addition, this article identifies the spectrum of undesirable attributes—ambiguity, confusion, or needless complication.