Journal of Educational Media and Library Sciences


Vol. 35 No. 2 , Pages 172 - 193 , 1997

A Study on the Users’ Perception to the Body Language of Reference Librarians (Part I) (Article written in chinese)

Yann-sheng HSIEH

Abstract

The main purpose of this study is to understand library users’ perception and preference of librarians’ body language during reference interviews. It also intends to find out if there is an impact of the librarians’ body language on the users’ satisfaction of the reference interviews. It is hoped that this study will contribute to the over-all quality of reference services.

A questionnaire is designed to survey the users’ opinion on the reference use undertaken in the National Yang-Ming University Library. A hundred and sixty two samples are collected. Descriptive statistical method as well as content analysis are applied in analyzing the data. The major findings indicate that users prefer librarians’ approachable mode — arms relaxed, frequent eye contact, greeting with smile, hands unoccupied, and appropriate hand gesture. Contrarily, preoccupation mode — arms across chest, frowning, hands busy with work — conveys an unfriendly message to the library users.

Other findings suggest that librarians’ body language has an impact on users’ satisfaction using reference services. The findings of the study are essential for the reference librarians to develop their interviewing techniques in terms of body language. Thus, may improve the quality of reference services.

Keywords: Reference interview; Body language

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