LONGITUDINALNA ANALIZA IZVAJALCEV STORITEV IN ZADOVOLJSTVA UPORABNIKOV SPLETNEGA REFERENČNEGA SERVISA V KNJIŽNICAH

Marolt Zupan, Apolonija

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Title:	LONGITUDINALNA ANALIZA IZVAJALCEV STORITEV IN ZADOVOLJSTVA UPORABNIKOV SPLETNEGA REFERENČNEGA SERVISA V KNJIŽNICAH
Authors:	ID Marolt Zupan, Apolonija (Author) ID Treven, Sonja (Mentor) More about this mentor... ID Mumel, Damijan (Comentor)
Files:	MAG_Marolt_Zupan_Apolonija_2016.pdf (1,79 MB) MD5: AD0DB2934DDD32BB8BBD87D16FC157CA
Language:	Slovenian
Work type:	Master's thesis
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	Še ne dolgo nazaj je referenčni servis v knjižnicah predstavljal osebno interakcijo med knjižničarji in uporabniki, kjer so knjižničarji z uporabo osebnega referenčnega pogovora ugotavljali uporabnikove informacijske potrebe in nato poiskali primerne vire, s katerimi so pomagali uporabniku iskati odgovor na njegovo vprašanje. Kot dopolnilo klasičnim referenčnim storitvam so obstajale tudi referenčne storitve po telefonu. S prihodom interneta in s tem povezanih komunikacijskih poti so uporabniki naenkrat imeli dostop do knjižničnega gradiva, tudi kadar so bili zunaj prostorov knjižnice, zunaj mesta, zunaj države ali pa celo v drugem časovnem pasu. Večina knjižnic svojim uporabnikom že dalj časa ponuja svoje storitve preko interneta, vendar so v veliko primerih referenčne transakcije omejene le na e-pošto, kar pomeni, da so asinhrone. Zato so se nekatere med temi knjižnicami odločile, da referenčne storitve približajo uporabnikom preko spletnih referenčnih storitev v realnem času. To pa zahteva od knjižničarjev dodatne sposobnosti in veščine. Dober referenčni knjižničar se mora znati postaviti v vlogo uporabnika in iskanje odgovora na vprašanje uporabnika mu mora predstavljati izziv. Vzpostavitev učinkovitega usposabljanja za izvajanje spletnih referenčnih storitev se začenja s spoznavanjem elementov, ki so skupni tradicionalnim referenčnim storitvam, in elementov, ki se od njih razlikujejo. Takojšnja razjasnitev vprašanj zelo pomaga pri razumevanju uporabnikovih potreb in pridobivanju njegovega zaupanja. Znati poslušati uporabnika – razumeti njegove želje, čustva – je prav tako pomembno na spletu, kot tudi osebno, vendar pa je na spletu to veliko težje doseči. V magistrski nalogi smo opisali teoretična izhodišča ter prikazali potek vzpostavitve referenčnega servisa Vprašaj knjižničarja. Nato smo prikazali in analizirali rezultate enajstletnega delovanja servisa. Osredotočili smo se na statistiko njegove uporabe ter na rezultate anket; oboje predstavlja učinkovito orodje za določanje ukrepov, s katerimi je možno servis še izboljšati.
Keywords:	spletni referenčni servisi, referenčne storitve, informacijska dejavnost, zadovoljstvo uporabnikov, Vprašaj knjižničarja
Place of publishing:	Maribor
Publisher:	[A. Marolt Zupan]
Year of publishing:	2016
PID:	20.500.12556/DKUM-58696
UDC:	659.2
COBISS.SI-ID:	12663068
NUK URN:	URN:SI:UM:DK:XXQORPDE
Publication date in DKUM:	20.12.2016
Views:	1582
Downloads:	225
Metadata:
Categories:	EPF
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Secondary language

Language:	English
Title:	Longitudinal Analysis of Reference Service Providers and Reference Service User Satisfaction in Libraries
Abstract:	Not so long ago, a reference service in libraries represented a personal interaction between librarians and users. Through personal reference interviews, librarians determined users' needs and then based on found resources helped the users search answers to their questions. In addition to traditional reference services, available were also reference services by telephone. With the advent of the Internet and Internet-based communication channels, users could suddenly access library materials from outside the library premises, from outside the city, from outside the country and even from a different time zone. Over an extended period, most libraries have been offering services to their users through the Internet; these reference transactions, however, have mainly been limited to e-mails, i.e. asynchronous services. Some of these libraries have, therefore, decided to bring reference services closer to their users through real-time online reference services which required librarians with particular skills and abilities. Good librarians need to be able to put themselves in the shoes of users and perceive searching for answers to the users’ questions as a challenge. The setting up of an efficient training programme for the implementation of online reference services begins with learning elements common to traditional reference services on one hand and elements uncommon to these services on the other. To be able to initially clarify questions posed by users helps librarians to understand these users' needs and obtain their trust. Being able to listen to the users – to understand their wishes and feelings – is as important when it is done online, or when it is done in person; however, to do this online is much harder to achieve. This master thesis describes the theoretical basis for the reference service Vprašaj knjižničarja (»Ask a Librarian«) and presents the course of its implementation. Along with it, it also shows and analyses the results of its eleven-year operation focusing in particular on the service usage statistics and the surveys’ results; they both represent a useful tool for identifying how this service can become more effective in the future.
Keywords:	online reference services, reference services, information activity, user satisfaction, Ask a Librarian

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