Document (#21050)

Author

Albert, E.

Title

Vpliv knjiznicarjevega vedenja na uspesnost referencne sluzbe v Slovenskih splosnoizobrazevalnih knjiznicah

Source

Knjiznica. 42(1998) no.1, S.91-105

Year

1998

Abstract

The authors are students of librarianship in the faculty of philosophy at Ljubljana University, Slovenia. Users were asked to describe their library visits and summarise what was most helpful and least helpful about the service received. In the list of best practices, the most frequent feature was that the staff member really listened (58,9%). Other aspects of most helpful behaviour (e.g. using different body language, showing genuine interest, willingness to investigate further) occured in less than 40% of the interviews. 3 features of least helpful behaviour were listed in more than 30% of the cases; not asking the user anything about the question and making no effort to determine the specific need, not telling the user what he/she was doing, making no effort to determine whether the user had found the relevant information

Footnote

Übers. d. Titels: The influence of the librarian's behaviour on the effectiveness of reference services in Slovene public libraries

Theme

Informationsdienstleistungen

Location

SLO

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