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  • 1.
    Jansson, Janna
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Arts, Department of ALM.
    Forslund, Linnéa
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Arts, Department of Philosophy. Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Arts, Department of ALM.
    Bemötande sett ur sex bibliotekariers perspektiv.: Möjligheter och förutsättningar för personal och verksamhet att arbeta med bemötandefrågor på bibliotek.2010Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
    Abstract [en]

    Abstract

    Attitudes towards the reference situation and the meetings between library users and librarians have become the subject of much debate in the library setting today. The aim of this two years master´s thesis has been to examine six librarian’s attitudes and apprehensions concerning the interactions between the librarian and the users in the library setting. We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden. We used three theories to explain our aim. These are Jürgen Habermas theory of social communication, theory about professions and Christian Grönroos theory of Service Management.

    We found that our informants both see the physical meeting with the library and the social exchanges with the librarians as important parts of the user’s experience of the library.

    The three libraries that we visited work in different ways to improve their customer service. One library has developed a policy for concrete ways to improve the social exchange with the library user. Another library is working with a policy and the third library handle attitude questions more implicit in the daily work and in a specialised group. We could see that the informants who worked at the library which had a policy and an under-standing of the importance of customer service as a central part of the organisation regarded those questions as being very important. Some informants could not see how customer service could get improved in another way than just discussing these issues in groups, meetings or in connection to seminars.

    The changing of attitudes of members of the staff can be complicated however because it, at some level, is about individual changes. We believe that a person has to be motivated to make these changes. To improve this motivation the organisation has to create opportunities for the staff to critically reflect upon their working situa-tion. In that way we believe that the staff can experience security and motivation to do a good job which then has a positive impact on the customer service provided. The acknowledgement of the importance of customer service within an organization has to engage everybody and the whole organisation at all its levels.

    We think that customer service in the library setting will become more important in the future as a response to the technical evolution and all the automated elements in our society. The importance of actual meetings in-crease as our society increasingly communicates via digital means.

  • 2.
    Tomic, Taeda
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Arts, Department of ALM. Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Arts, Department of Philosophy.
    The Philosophy of Information as an underlying and unifying theory of information science2010In: Information research, ISSN 1368-1613, E-ISSN 1368-1613, Vol. 15, no 4, p. colis714-Article in journal (Refereed)
    Abstract [en]

    Introduction. Philosophical analyses of theoretical principles underlying these sub-domains reveal philosophy of information as underlying meta-theory of information science. Method. Conceptual research on the knowledge sub-domains in information science and philosophy and analysis of their mutual connection. Analysis. Similarities between conceptual cores and research questions of the two fields have been investigated. The consequent methods and knowledge domains of philosophy of information have been studied. Results. As the underlying theory, philosophy of information discovers philosophical questions in all of the information sub-domains studied. In information retrieval, it studies ontological and epistemological. Knowledge organization implements philosophy of language. Theories of information management actualize classical epistemological issues in the context of organizational knowledge. Studies of information behaviour benefit from argumentation theory. Philosophical analyses may possibly investigate how the concrete rules of bibliometric models influence conceptions and evaluations of knowledge. The sub-domain of information literacy is significantly compatible with philosophical conceptions and techniques of critical thinking. Conclusions. As underlying and unifying theory of information science, philosophy of information implements advanced abilities of critical thinking in the sub-domains, with respect to the role that information technology and the resulting knowledge structures, codes, languages and systems might have for the development of mind and world.

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