Enregistré dans:
| Auteur principal: | |
|---|---|
| Format: | Recurso educativo Open Access |
| Langue: | en |
| Publié: |
2017
|
| Sujets: | |
| Accès en ligne: | https://eric.ed.gov/?id=EJ1161446 |
| Tags: |
Ajouter un tag
Pas de tags, Soyez le premier à ajouter un tag!
|
| _version_ | 1867181309562978304 |
|---|---|
| author | Colón-Aguirre, Mónica |
| author_facet | Colón-Aguirre, Mónica Colón-Aguirre, Mónica |
| collection | Education Resources Information Center |
| contents | Service Learning for Improvement of Customer Service Education in LIS Colón-Aguirre, Mónica Service Learning Academic Libraries Librarians Users (Information) Information Science Library Science Academic Degrees Program Effectiveness Library Services Grounded Theory Semi Structured Interviews Questionnaires Helping Relationship Experiential Learning Employment Qualifications This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing community engagement in academic libraries. This research employs Grounded Theory in order to explore the process through which the librarians' personal experience of learning and applying principles of good customer service that will result in more community engagement. A total of 14 academic librarians working reference and instruction areas were interviewed for this project employing a semi-structured questionnaire. Analysis of the data uncovered perceived weakness in how LIS education prepares students to deal with customer service issues in their professional careers. Service learning is suggested here as a sensible approach to help bridge this gap between education and practice. |
| format | Recurso educativo Open Access |
| id | eric_EJ1161446 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2017 |
| record_format | eric |
| spellingShingle | Service Learning for Improvement of Customer Service Education in LIS Colón-Aguirre, Mónica Service Learning Academic Libraries Librarians Users (Information) Information Science Library Science Academic Degrees Program Effectiveness Library Services Grounded Theory Semi Structured Interviews Questionnaires Helping Relationship Experiential Learning Employment Qualifications Service Learning for Improvement of Customer Service Education in LIS Colón-Aguirre, Mónica Service Learning Academic Libraries Librarians Users (Information) Information Science Library Science Academic Degrees Program Effectiveness Library Services Grounded Theory Semi Structured Interviews Questionnaires Helping Relationship Experiential Learning Employment Qualifications This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing community engagement in academic libraries. This research employs Grounded Theory in order to explore the process through which the librarians' personal experience of learning and applying principles of good customer service that will result in more community engagement. A total of 14 academic librarians working reference and instruction areas were interviewed for this project employing a semi-structured questionnaire. Analysis of the data uncovered perceived weakness in how LIS education prepares students to deal with customer service issues in their professional careers. Service learning is suggested here as a sensible approach to help bridge this gap between education and practice. |
| title | Service Learning for Improvement of Customer Service Education in LIS |
| topic | Service Learning Academic Libraries Librarians Users (Information) Information Science Library Science Academic Degrees Program Effectiveness Library Services Grounded Theory Semi Structured Interviews Questionnaires Helping Relationship Experiential Learning Employment Qualifications |
| url | https://eric.ed.gov/?id=EJ1161446 |