Document (#28775)

Author

Katzmayr, M.

Title

Kundenorientierung in Bibliotheken? : Eine kritische Annäherung an die Frage des Umgangs mit Benutzerinnen

Source

Mitteilungen der Vereinigung Österreichischer Bibliothekarinnen und Bibliothekare. 58(2005) H.2, S.64-72

Year

2005

Abstract

Ausgangspunkt des vorliegenden Essays war das Seminar "Gesprächsführung im bibliothekarischen Auskunftsdienst"; veranstaltet von der VÖB-Kommission für Bibliothek und Öffentlichkeit am 24. Februar 2005 in Wien. Der Schwerpunkt dieser von Fr. Dr. Tschirf-Kainberger interessant und ansprechend geleiteten Veranstaltung lag in der Erlernung zielführender Verhaltens-, Gesprächs- und Kommunikationstechniken in der Benutzerlnnenkommunikation. Als Nebenschauplatz tauchte jedoch wiederholt die Diskussion rund um den Themenkomplex der Kundlnnenorientierung auf, da ich mich im Laufe des Seminars mehrmals dagegen aussprach, im Bereich öffentlicher wissenschaftlicher Bibliotheken von Kundinnen zu sprechen und statt dessen eine Service- und Benutzerlnnenorientierung in den Vordergrund stellte. Die Folge war eine sehr kontrovers geführte Debatte, der jedoch im Rahmen des Seminars leider kein allzu großer zeitlicher Rahmen gewidmet werden konnte. Den aus meiner Sicht sehr bedeutenden Unterschied zwischen der Rede von Kundinnen einerseits und Benutzerinnen andererseits im öffentlichen Bibliothekswesen darzulegen und zu begründen, warum es sich dabei nicht um eine Wortspielerei odergar abgehobene und praxisferne semantische Betrachtungen handelt, ist der Anspruch des folgenden Textes.

Theme

Informationsdienstleistungen

Location

A

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