Search (6 results, page 1 of 1)

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Abstract

Purpose - The purpose of this paper is to explore the communicative rituals of opening and closing manifested in e-mail-based Internet Public Library's (IPL's) online reference interaction. Design/methodology/approach - A total of 400 transcripts comprising user queries and responses by IPL librarians are examined. The opening and closing elements are identified to examine the way in which IPL librarians and users construct social space; that is, communicate their interpersonal and affective stances during the course of seeking and offering information. Findings - The results of data analysis show regular patterns of verbal and structural politeness indicators of opening and closing e-mail discourse. Linguistic elements such as greetings and acknowledgement are included in all the sampled transcripts; i.e. a 100 percent occurrence. Closing rituals have a 95 percent occurrence of linguistic features such as acknowledgement and invitation for follow-up. In contrast, there is a low occurrence of personalized openings through greeting by user name (26 percent). This lack of personalization also occurs in closings: personalized farewell through use of librarian name appears in only 8 percent of closings. Research limitations/implications - The employment of the various politeness tactics in opening and closing reflects the librarian's attention and concern to user's information needs, interests and wants. Such communicative competence narrows social distance and brings forth close socio-interpersonal space for interaction; this may, in turn, improve the overall quality of reference service. Research findings also indicate that more use of personal names may decrease the social distance between the librarian and user, resulting in increased solidarity and proximity. Originality/value - The study provides new insights into linguistic politeness and the functions of address forms such as personal names with a view toward developing effective opening and closing rituals that contribute to the enhancement of virtual reference services.

Object

Internet Public Library

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Theme

Internet

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Theme

Internet

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Theme

Internet

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Abstract

Europeana is an international trusted digital initiative providing access, from a single entry point, to prized collections from a number of European cultural institutions. Advanced Internet and digital technologies present new ways to connect with users; and there is a need continued evaluation of digital libraries. This paper reports on a task oriented, usability study exploring a number of aspects including user satisfaction specific to the Europeana Digital Library. Participants were students from Library Science and Information Systems department, who had some basic experience searching digital collections for information. Participants performed 13 tasks, and focused on the Hellenistic collection. Methodologically, the test was consisted of a list of tasks that among others aimed to assess user satisfaction and interest while performing them. The method applied was measuring Effectiveness, Efficiency, Learnability and Satisfaction. Despite the fact that it was not the first time that they came in contact with a digital library, several participants had difficulties while performing selected tasks, especially when they involved a variety of search types. In general, all of the participants seemed to comprehend how Europeana is organized, although the results also indicate that participants had feelings that expectations were not met when performing more complex tasks.

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Date

21. 4.2016 11:23:22