| Control Number | UPD-00000368882 |
| Date and Time of Latest Transaction | 20090717014101.0 |
| General Information | 030101s us 000 eng |
| Language Code | eng |
| Local Call Number | LG995 2001 L4 C33 |
| Main Entry - Personal Name | Cacha, Lleuvelyn A., 1959- |
| Title Statement | A study of the reference interview behavior between librarians and patrons in an academic library setting / Lleuvelyn A. Cacha |
| Physical Description | xii, [96] leaves |
| General Note | Thesis (M.L.I.S.)--University of the Philippines, Diliman |
| | Vita |
| Summary, Etc. | The findings provide a clear understanding that communication patterns during reference interviews were focused on the patron's query (if question-oriented) or information needs (if needs-oriented). Often the reference interaction centers on the subject of the patron's question or the nature of the information need that is being sought. Formally, stated questions and answers are not the only elements of the reference interview. Nonverbal behaviors (kinesis and paralanguage) were shown to influence the reference interview. Focus interviews also revealed librarians' varied answers about problems they encounter with patrons' negative behavior and they admitted that negative nonverbal expressions slow down or sometimes negatively affected the reference transaction process. Likewise, demeanor of reference librarians influence patrons in their approach and in their expressions of needs when seeking help. Librarian respondents admitted that they have to transmit positive gestures, be approachable, pleasant and acceptant of patrons as they come. Thus, nonverbal communication during this interaction is integral to the satisfactory outcome of the transaction |
| | The researcher posed as one of the library researchers and used a tape recorder to facilitate recording of actual reference interviews that transpired between librarians and patrons. Also, a diary report form, known as the Rochester Interaction Record (RIR) was used to keep track of every detail being observed or noticed during the data gathering process. The process was extremely difficult and time consuming. There were days that what occurred were brief encounters and sometimes questions asked were of a directive nature and not information-oriented. One has to be really patient and creative to be able to observe and capture a communication scenario. The researcher found it a bit convenient and more casual to do the observation at the College of Education Library because of the set up. There is no defined area this transaction and any patron could approach the reference librarian as she moves in any part of the library |
| | The study was conducted in four academic libraries of the University of the Philippines Diliman namely: the College of Science Library, College of Education Library, School of Economics Library and College of Mass Communication Library from September 2000 - March 2001. The Reference Sections of these libraries were the chosen area for observation because this is where the occurrences of reference queries are more abundant |
| | This exploratory study brought into focus the reference interview behavior between librarians and patrons in an academic library setting. The study used direct observation and focus interviews to describe the communication pattern that occurs within library settings between librarians and patrons; to identify the elements involved and understand how these operate in the communication process; to determine to what extent nonverbal expressions facilitate or slow down the communication process and how are these manifested in the reference interview in the academic library setting |
| | To corroborate the observed data, focus interviews were conducted with 12 head librarians and reference librarians from the various UP Diliman libraries. Data recorded from observed reference transactions and focus interviews were transcribed and analyzed to generate findings. The transcription process was extremely difficult, laborious and time consuming |
| Subject Added Entry - Topical Term | Academic libraries--Philippines--Quezon City |
| | Librarians--Philippines--Quezon City |
| | Reference services (Libraries)--Philippines--Quezon City |
| | Students--Philippines--Quezon City--Attitudes |
| | University of the Philippines (Diliman)--College of Education--Library |
| | University of the Philippines (Diliman)--College of Mass Communication--Library |
| | University of the Philippines (Diliman)--College of Science--Library |
| | University of the Philippines (Diliman)--School of Economics--Library |
| Location | UP DLS LG995 2001 L4 C33 Regular Circulation LS-9149T |
| Textual Physical Form Designator | Thesis |
