由於讀者與館員之間的認知、價値觀常有差距，彼此溝通與了解的 不足，加上種種的外在背景因素，導致實際參考服務過程中經常存在某 些外在的、潛在的，來自讀者、館員，甚至來自圖書館本身的「衝突」。 衝突並不全是負面的，圖書館如何面對並妥善因應衝突，如何有效地處 理衝突，如何化衝突為圖書館革新的推力，是斧人應當深思的問題。本 文即以圖書館參考服務中讀者與館員之間的衝突相關議題進行探討。

This article explores the issue of conflicts in librarian ship, especially for reference librarians. It’s difficult in decision making for library reference services, due to many inevitable reasons, such as, ethics, value-based or code-based rule approach, privacy, censorship and human communication. This article identifies the three dominant factors to the study of conflicts issues for reference librarians: moral, communication and organization. It disusses ways to clarify the real conflicts at issue and opens the way to decision making.