Skriti uporabnik knjižnice

Tomažin, Lucija (author), Švab, Katarina (mentor)

Diplomski seminar z naslovom Skriti uporabnik knjižnice se navezuje na tržno-raziskovalno metodo opazovanja, imenovano skriti kupec. Namen in cilj seminarja je, da bi raziskava, ki temelji na metodi opazovanja s strani uporabnikov, postala pomemben element vrednotenja delovanja splošnih knjižnic. Raziskava se navezuje predvsem na referenčni pogovor, katerega kakovost je pomembna za dobro razumevanje med knjižničarji in uporabniki. V diplomskem seminarju je opisana tudi tržno-raziskovalna metoda opazovanja - skriti kupec, iz katere izhaja raziskava Skriti uporabnik knjižnice. Raziskava je bila izvedena v treh slovenskih splošnih knjižnicah februarja 2021. Rezultati so pokazali, da se odzivi knjižničarjev razlikujejo, četudi gre za isto informacijsko potrebo uporabnika – če je ta premalo definirana, se lahko zgodi, da knjižničar uporabnika zavrne. Knjižničarji še vedno ponujajo premalo drugih možnih storitev, ki so jim na voljo (medknjižnična izposoja, e-viri itd.). Ob zaključku referenčnega pogovora ima uporabnik lahko občutek, da mu je knjižničar do neke mere pomagal, odvisno od knjižničarja pa je, kako se je tekom pogovora trudil zadovoljiti uporabnikovo informacijsko potrebo. Uporabniki se velikokrat za vrnitev v knjižnico odločajo na podlagi predhodnih izkušenj, zato so te ključnega pomena. Ker gre za pilotno raziskavo, večjih zaključkov ni možno sklepati. Raziskava daje vpogled v analizo knjižničnih storitev s strani uporabnikov, ki so ključni za delovanje knjižnic.

• Language: Slovenian
• Keywords: Skriti kupec, skriti uporabnik, uporabniki knjižnic, referenčni pogovor, marketing, management, splošne knjižnice, knjižnične storitve, informacijsko poizvedovanje.
• Work type: Bachelor thesis/paper
• Organization: FF - Faculty of Arts
• Year: 2021
• PID: 20.500.12556/RUL-128401
• COBISS.SI-ID: 70982147
• Publication date in RUL: 11.07.2021

Secondary language

• Language: English
• Title: Mystery Library User

Abstract

The diploma seminar titled Mystery Library User is related to the market-research method of observation called Mystery Shopper. The purpose and goal of the seminar are to make research that is based on the method of observation by users an important element in evaluating the performance of public libraries. The research is mainly related to a reference conversation, the quality of which is important for a proper understanding between librarians and users. The diploma seminar also describes the market research method of observation – the Mystery Shopper, from which the research Mystery Library User originates. The survey was conducted in three Slovenian public libraries in February 2021. The results showed that librarians' responses are differed from the user's information needs – if this is inadequately defined, the librarian might dismiss the user. Librarians still offer too few possible services available to the users (interlibrary loan, e-resources, etc.). At the end of the reference conversation, the user may have the feeling that the librarian has helped him to some extent, but it depends on the librarian if and how they provided all the needed information during the conversation. Users often decide to return to the library based on previous experiences, therefore, these are crucial. As this is a pilot study, no major conclusions can be drawn. The research provides insight into the analysis of library services by users, which are crucial for the existence of libraries.

• Keywords: Mystery shopper, mystery user, library users, reference conversation, marketing, management, public libraries, library service, information inquiry.