Document (#20819)

Author
Hsieh, Y.-s.
Title
¬A study on the users' perception to the body language of reference librarians
Source
Journal of educational media and library sciences. 35(1997) no.2, S.172-193
Year
1997
Abstract
Reports results of a questionnaire survey, the main purpose of which was to study and understand library users' perceptions of reference librarians' body language and its influence on the users' satisfaction of the reference interviews. The aim was to improve the overall quality of reference services. The study was undertaken in the National Yang-Ming University Library and involved 162 data samples. Describes the statistical methods used and the content analysis applied to the analysis of the data. Findings indicate that users prefer librarians' to adopt an approachable mode: arms relaxed; frequent eye contact; greeting users with a smile; hands unoccupied, and with appropriate hand gestures. Contrarily, preoccupation mode: with arms crossed; frowning; and hands busy with work; conveys an unfriendly message to library users. Concludes that the findings could be a valuable tool for reference librarians to develop their interviewing techniques in terms of body language and so improve the quality of referecne services
Footnote
In Chinesisch
Theme
Informationsdienstleistungen
Benutzerstudien

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