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Zaključek referenčnega pogovora : diplomsko delo s prilogami na CD-ROMU
Kozina, Tanja (Author), Zabukovec, Vlasta (Mentor) More about this mentor... This link opens in a new window

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Abstract
Diplomsko delo predstavlja sistematičen in celovit prikaz zadnje stopnje referenčnega pogovora. Obravnava vzroke za zaključitev pogovora ter oblike, značilnosti in ravni referenčnega odgovora. S posredovanjem odgovora pa se referenčni pogovor še ne zaključi. Delo poudarja pomen kontrolnih vprašanj ob zaključku pogovora kot eno najpomembnejših veščin, s katerimi knjižničar preveri uporabnikovo zadovoljstvo z odgovorom in uporabnika povabi k ponovni interakciji. V delu so obravnavane tudi negativne strategije, ki jih knjižničarji uporabijo z namenom, da uporabnike čim prej odslovijo, in odzivi uporabnikov na to. Teoretični del se zaključi s priporočili za zaključek pogovora. Namen empirične raziskave je ugotoviti zadovoljstvo uporabnikov s knjižničarjevimi odgovori ter pogostost uporabe nekaterih strategij in kontrolnih vprašanj ob zaključku pogovora. Rezultati ankete med uporabniki knjižnic potrjujejo hipoteze o knjižničarjevih pomanjkljivih veščinah zaključevanja pogovora. Končna ugotovitev je, da je treba v literaturi nameniti večjo pozornost tudi zaključku referenčnega pogovora in usposabljati knjižničarje za veščine zaključevanja referenčnega pogovora.

Language:Slovenian
Keywords:referenčni pogovor, referenčna služba, knjižnice, uporabniki, diplomska dela
Work type:Undergraduate thesis (m5)
Tipology:2.11 - Undergraduate Thesis
Organization:FF - Faculty of Arts
Year:2016
Publisher:[T. Kozina]
Number of pages:72 f.
UDC:025.5(497.4)(043.2)
COBISS.SI-ID:62461282 This link opens in a new window
Views:337
Downloads:126
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Secondary language

Language:English
Abstract:
The thesis presents a systematic and comprehensive account of the final stage of the reference interview. It discusses the reasons for terminating the interview, forms, characteristics and levels of the reference answers. The reference interview doesn't end with the provision of an answer. The work emphasizes an importance of follow-up questions at the end of the reference interview as one of the most important skills of librarian to check user's satisfaction with the provided answer and invite the user to return with another question. Negative strategies that librarians use to dismiss users and users' responses are also discussed. The theoretical part concludes with recommendations for reference interview closure. The purpose of the empirical study is to determine library user%s satisfaction with the librarians' answers, librarians% application of certain strategies and the frequency of the use of follow-up questions by librarians. The results of the survey among library users confirmed hypothesis of poor closure performance by librarians. Findings show the need of a greater attention in the literature also to the final stage of the reference interview and the need of librarian training in skills of closing the reference interview.


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