scholarly journals Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

2012 ◽  
Vol 7 (1) ◽  
pp. 22 ◽  
Author(s):  
Holly Kristin Arnason ◽  
Louise Reimer
Keyword(s):  
Qualitative Study ◽  
Customer Service ◽  
Thematic Analysis ◽  
Public Library ◽  
Library Service ◽  
Staff Members ◽  
Reference Service ◽  
Printing System ◽  
Selection Of ◽  
Customer Need

Abstract Objective – To explore the types and nature of assistance library customers are asking library staff for in a large Canadian urban public library system. Methods – A qualitative study employing transaction logging combined with embedded observation occurred for three-day sample periods at a selection of nine branches over the course of eight months. Staff recorded questions and interactions at service desks (in person, by phone, and electronically), as well as questions received during scheduled and non-scheduled provision of mobile reference service. In addition to recording interaction details and interaction medium, staff members were also asked to indicate briefly the process or resources used to resolve the interaction. Survey data were entered and coded through thematic analysis. Results – The survey collected 6,099 interactions between staff and library customers. Of those 6,099 interactions, 1,920 (31.48%) were coded as pertaining to technology help. Further analysis revealed significant library customer need for help with Internet workstations and printing. Conclusions – Technology help is a core customer need for Edmonton Public Library, with requests varying in complexity and sometimes resolved with instruction. The library’s Internet workstations and printing system presented critical usability challenges that drove technology help requests.

scholarly journals Service as Theatre: The Customer Service Behaviour  of Librarians in a Market Driven World

2021 ◽  
Author(s):  
◽  
Jane Cherry
Keyword(s):  
Focus Group ◽  
Qualitative Study ◽  
Customer Service ◽  
Personal Autonomy ◽  
Library Service ◽  
Marketing Model ◽  
The Core ◽  
Service Models ◽  
Market Driven ◽  
The Relationship

<p>The purpose of this research is to explore the attitude of librarians to service. Previous studies showed that although many librarians identified service as their most important value, librarians were still perceived by many customers as unfriendly and unhelpful. Using Goffman's theory of dramaturgy the study looks at the relationship between the library service ethic and the market driven service ethic attributed to retail, and whether there is conflict between these two models, and if so what affect this is having on the attitudes and behaviour of librarians. This qualitative study uses focus groups to gather data. Focus group participants were all practicing librarians from the Wellington area. The research concludes that there is a conflict between the two service models which is directly affecting the attitude and thus the behaviour of librarians. The marketing model is perceived as a threat to the core functions of libraries because of its 'one size fits all' approach to service. Participants felt this model was a threat to genuine authentic service and personal autonomy.</p>

scholarly journals Service as Theatre: The Customer Service Behaviour  of Librarians in a Market Driven World

2021 ◽  
Author(s):  
◽  
Jane Cherry
Keyword(s):  
Focus Group ◽  
Qualitative Study ◽  
Customer Service ◽  
Personal Autonomy ◽  
Library Service ◽  
Marketing Model ◽  
The Core ◽  
Service Models ◽  
Market Driven ◽  
The Relationship

<p>The purpose of this research is to explore the attitude of librarians to service. Previous studies showed that although many librarians identified service as their most important value, librarians were still perceived by many customers as unfriendly and unhelpful. Using Goffman's theory of dramaturgy the study looks at the relationship between the library service ethic and the market driven service ethic attributed to retail, and whether there is conflict between these two models, and if so what affect this is having on the attitudes and behaviour of librarians. This qualitative study uses focus groups to gather data. Focus group participants were all practicing librarians from the Wellington area. The research concludes that there is a conflict between the two service models which is directly affecting the attitude and thus the behaviour of librarians. The marketing model is perceived as a threat to the core functions of libraries because of its 'one size fits all' approach to service. Participants felt this model was a threat to genuine authentic service and personal autonomy.</p>

scholarly journals ANALYSIS OF VISITORS’ EXPERIENCES AT THE OLD MELBOURNE GAOL

2021 ◽  
Author(s):  
Anh Viet Le ◽  
◽  
Thu Huong Nguyen ◽  
May Raquel Sadiasa Cruz ◽  
◽  
...  
Keyword(s):  
Qualitative Study ◽  
Customer Service ◽  
Thematic Analysis ◽  
Visitor Experience ◽  
Visitor Experiences ◽  
Emerging Themes ◽  
Interactive Experience ◽  
Minimal Research ◽  
Insight Into

Visitation to the dark past of history is growing where more tourist is confronting concepts of mortality. Still, it appears to have minimal research on dark tourist experiences in the context of prison museums, particularly the Old Melbourne Gaol. The aim of the research is to analyse visitors’ experiences and provide recommendation for improvement. The relevance of the research is understanding dark tourist experiences will give insight into how service offerings can be improved in prison museums. The researcher conducted a qualitative study using thematic analysis to understand visitor experiences better and provide recommendation for future visitation. Purposive sampling was used to explore mixed reviews from the widely used platform called TripAdvisor. One of the key findings is that most visitors are international tourists accompanied by family or friends visiting towards the end of the year, which means that service offerings should be geared towards this group. Furthermore, the overall visitor experience is positive, and emerging themes narrates the authenticity of carceral life, interactive experience and exciting reenactments at the Old Melbourne Goal. Lastly, the findings reveal the need to reconsider the role of customer service as it influences the overall satisfaction of visitors and strengthen substantial aspects of service offerings to increase visitation and enhance the visitor experience.

Topik-Topik Komunikasi Dakwah Dalam Mesej Akidah Kepada Masyarakat Orang Asli di Selangor

Sains Insani ◽  
2018 ◽  
Vol 3 (2) ◽  
pp. 15-21
Author(s):  
Zulkefli Aini ◽  
Abdul Ghafar Don ◽  
Ahmad Irdha Mokhtar ◽  
Nur Uswah Ahmad Fauzi
Keyword(s):  
Qualitative Study ◽  
Study Design ◽  
Verbal Feedback ◽  
Structured Interviews ◽  
Orang Asli ◽  
Case Study Design ◽  
Beliefs And Practice ◽  
Islamic Faith ◽  
Selection Of

One of the factors that can affect a person's behavior is a communication message. In the context of the da`wah, preachers who involved actively in da`wah communication with the Orang Asli should be able to ensure that the message conveyed can be understood by the target group. In addition, the selection of the correct messages of da`wah based on the foremost priority simplify the process of sharing information between the preachers and the Orang Asli. Accordingly, this article aims to identify specific topics of Islamic faith (akidah) submitted by the Orang Asli in the process of da`wah communication and to identify verbal feedback given by the preachers to the Orang Asli of the topics. This qualitative study using case study design and data was collected through semi-structured interviews. Interviews involving nine preachers were active in da`wah activity to the Orang Asli community in Selangor. Data were analyzed thematically according to the specified objectives. The study found that the topics frequently raised by the Orang Asli is concerned about belief in Allah, belief in Malaikat, and belief in Qada' and Qadar. The topics may be found within the framework of worldview in their beliefs and practice of ancient traditions. Therefore, the preachers gave verbal feedback on these topics is based on a clear and precise sample corresponding to the level of their thinking. The emphasis on these topics is very important to strengthen and purify the faith of the community.Keywords: Communication; Message; Preacher; Indigenous community Abstrak: Elemen mesej dalam komunikasi merupakan salah satu faktor yang dapat memberi kesan terhadap perubahan tingkah laku seseorang. Dalam konteks dakwah, pendakwah yang terlibat dalam proses komunikasi dakwah dengan Orang Asli seharusnya berkebolehan memastikan kandungan mesej yang disampaikan boleh difahami oleh sasaran dakwahnya. Di samping itu, pemilihan mesej dakwah yang betul mengikut keutamaan memudahkan proses perkongsian maklumat antara pendakwah dengan Orang Asli. Sehubungan dengan itu, artikel ini bertujuan untuk mengenalpasti topik-topik tertentu dalam mesej akidah yang dikemukakan oleh masyarakat Orang Asli kepada pendakwah dan mengenalpasti maklum balas lisan yang diberikan oleh pendakwah kepada Orang Asli terhadap topik tersebut. Kajian kualitatif ini menggunakan reka bentuk kajian kes dengan pengumpulan data melalui temu bual separa struktur. Temu bual melibatkan sembilan orang pendakwah yang aktif dalam aktiviti dakwah masyarakat Orang Asli di Selangor. Data kajian dianalisis secara tematik mengikut objektif yang ditentukan. Kajian ini mendapati bahawa topik-topik yang sering dikemukan oleh Orang Asli kepada pendakwah dalam penyampaian mesej akidah ialah berkenaan tentang keimanan kepada Allah SWT, keimanan kepada malaikat, dan keimanan kepada qada’ dan qadar. Topik-topik berkenaan didapati berada dalam kerangka worldview kepercayaan dan amalan tradisi mereka. Sehubungan dengan itu, pendakwah memberikan maklum balas lisan terhadap topik-topik tersebut adalah berdasarkan keterangan yang jelas dan contoh yang tepat bersesuaian dengan tahap pemikiran mereka. Penekanan terhadap topik-topik tersebut merupakan perkara yang penting dalam rangka mengukuhkan dan memurnikan akidah masyarakat Orang Asli.Kata kunci: Komunikasi; Mesej; Pendakwah; Komuniti Orang Asli

YOUTH WELLBEING IN SOUTH AFRICA: WHAT DIMENSIONS SHOULD WE MEASURE?

2016 ◽  
Vol 13 (1) ◽  
pp. 1-17 ◽  
Author(s):  
Dabesaki Mac-Ikemenjima
Keyword(s):  
South Africa ◽  
Health Education ◽  
Young People ◽  
Qualitative Study ◽  
South African ◽  
Time Use ◽  
Economic Relationships ◽  
African Cities ◽  
South African Cities ◽  
Selection Of

There is growing interest in the development of measures and indexes of youth wellbeing. However, there has been a limited discussion on indicators to measure and select them. This paper reports on the results of a qualitative study on the selection of indicators to measure the wellbeing of young people in South Africa, and reflects on the relevance of the content of their values in choosing indicators for measuring their wellbeing. The data used in this analysis is based on telephone (9) and email (6) interviews conducted with 15 young people (male=5, female=10) aged 22 to 32 from five South African cities during July 2010. In the interviews, participants were asked to identify five issues they considered important to their lives, after which they were asked to rank them in order of importance. The issues indicated by the participants are described and discussed in six dimensions: economic, relationships, spiritual and health, education, time use and material. The indicators developed from this study are discussed in terms of their relevance for use in a measure of youth wellbeing in South Africa.

Gender Non-traditional High School Study: Reasons for Choice and Evaluation of Experience

2017 ◽  
Vol 7 (3) ◽  
pp. 46-66
Author(s):  
Irena Smetáčková ◽  
Petr Pavlík
Keyword(s):  
High School ◽  
Qualitative Study ◽  
Secondary School ◽  
Thematic Analysis ◽  
Peer Groups ◽  
Male Students ◽  
School Program ◽  
School Study ◽  
Qualitative Thematic Analysis ◽  
Opposite Sex

Career choices of most pupils at the end of the primary school conform to gender norms. Only a few of them continue to study in a field traditionally considered appropriate for the opposite sex. The qualitative study presented here maps the reasons for such choices based on a sample of 25 female and 31 male students who study gender-atypical secondary school program for one to three years. The data were collected using a questionnaire with open-ended items and analysed using the qualitative thematic analysis. The results revealed that the reasons for school choices of boys and girls differ to certain extent. Their situation also differs with respect to the support they receive from their close ones and the acceptance by their classmates. The parents of girls disapproved of their choices more often than the parents of boys. Girls were also ridiculed more frequently by their peer groups.

scholarly journals What Do Meditators Do When They Meditate? Proposing a Novel Basis for Future Meditation Research

Mindfulness ◽  
2021 ◽  
Author(s):  
Karin Matko ◽  
Ulrich Ott ◽  
Peter Sedlmeier
Keyword(s):  
Qualitative Study ◽  
Quantitative Study ◽  
Literature Search ◽  
Comprehensive Overview ◽  
Contemplative Practices ◽  
Comprehensive List ◽  
Scientific Investigations ◽  
Wide Range ◽  
Vast Range ◽  
Selection Of

Abstract Objectives Meditation is an umbrella term for a vast range of contemplative practices. Former proposals have struggled to do justice to this variety. To our knowledge, there is to date no comprehensive overview of meditation techniques spanning all major traditions. The present studies aimed at providing such a comprehensive list of meditation techniques. Methods In a qualitative study, we compiled a collection of 309 meditation techniques through a literature search and interviews with 20 expert meditators. Then, we reduced this collection to 50 basic meditation techniques. In a second, quantitative study, 635 experienced meditators from a wide range of meditative backgrounds indicated how much experience they had with each of these 50 meditation techniques. Results Meditators’ responses indicated that our choice of techniques had been adequate and only two techniques had to be added. Our additional statistical and cluster analyses illustrated preferences for specific techniques across and within diverse traditions as well as sets of techniques commonly practiced together. Body-centered techniques stood out in being of exceptional importance to all meditators. Conclusions In conclusion, we found an amazing variety of meditation techniques, which considerably surpasses previous collections. Our selection of basic meditation techniques might be of value for future scientific investigations and we encourage researchers to use this set.

scholarly journals Voices of Experience: What Do Low-Income Older Adults Tell Us About Mobility, Technology, and Social Participation?

2021 ◽  
pp. 073346482110125
Author(s):  
Haley B. Gallo ◽  
Lia W. Marshall ◽  
Lené Levy-Storms ◽  
Kathleen H. Wilber ◽  
Anastasia Loukaitou-Sideris
Keyword(s):  
Older Adults ◽  
Los Angeles ◽  
Qualitative Study ◽  
Thematic Analysis ◽  
Social Participation ◽  
Low Income ◽  
Technology Use ◽  
Diverse Group ◽  
Senior Center ◽  
Perceived Safety

Mobility and technology can facilitate in-person and virtual social participation to help reduce social isolation, but issues exist regarding older adults’ access, feasibility, and motivation to use various forms of mobility and technology. This qualitative study explores how a diverse group of low-income, urban-living older adults use mobility and technology for social participation. We conducted six focus groups ( N = 48), two each in English, Spanish, and Korean at a Los Angeles senior center. Three major themes emerged from thematic analysis: using technology for mobility; links between mobility and social participation; and technology-mediated social participation. Cost, perceived safety, (dis)ability, and support from family and friends were related to mobility and technology use. This study demonstrates the range of mobility and technology uses among older adults and associated barriers. The findings can help establish a pre-COVID-19 baseline on how to make mobility and technology more accessible for older adults at risk of isolation.

scholarly journals Experiences of New Zealand Haemodialysis Patients in Relation to Food and Nutrition Management: A Qualitative Study

Nutrients ◽  
2021 ◽  
Vol 13 (7) ◽  
pp. 2299
Author(s):  
Rachael M. McLean ◽  
Zhengxiu Xie ◽  
Vicky Nelson ◽  
Vili Nosa ◽  
Hla Thein ◽  
...  
Keyword(s):  
New Zealand ◽  
Qualitative Study ◽  
Thematic Analysis ◽  
Extended Family ◽  
Culturally Appropriate ◽  
Structured Interviews ◽  
Nutrition Management ◽  
Healthcare Needs ◽  
Food And Nutrition ◽  
Major Disruption

People receiving haemodialysis have considerable and complex dietary and healthcare needs, including co-morbidities. A recent New Zealand study has shown that few patients on haemodialysis are able to meet nutritional requirements for haemodialysis. This study aims to describe the perspectives and experiences of dietary management among patients on haemodialysis in New Zealand. This exploratory qualitative study used in-depth semi-structured interviews. Purposive sampling was used to recruit participants from different ethnic groups. Forty interviews were conducted, audio-recorded and transcribed verbatim. An inductive approach was taken using thematic analysis. Forty participants were interviewed. Participants spoke of major disruption to their lives as a result of their chronic kidney disease and being on haemodialysis, including loss of employment, financial challenges, loss of independence, social isolation and increased reliance on extended family. Most had received adequate dietary information, although some felt that more culturally appropriate support would have enabled a healthier diet. These findings show that further support to make the recommended dietary changes while on haemodialysis should focus on socio-cultural factors, in addition to the information already provided.

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