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Exploiting the social style of patrons to improve their satisfaction with the reference interview

Exploiting the social style of patrons to improve their satisfaction with the reference interview Purpose – The purpose of this paper is to discover whether the social styles of patrons affects their perception (and librarians’ perception) of the quality of the reference interview. Also, whether learning to assess social styles of patrons improves perception of the quality of the reference interview. Design/methodology/approach – The researcher observed 24 reference interviews, assessed the social style of each patron using a checklist of behavioral characteristics; both patrons and librarians confidentially filled out a survey to assess the outcome of the reference interview. Findings – It appears that the social style of patrons has some effect on how both librarians and patrons perceive the outcome of the reference interview. There also appears to be a correlation between the librarians’ awareness of the social styles of people and the outcome of the reference interview. Practical implications – Literature has not provided any data on how social style theory on the four social styles (analytical, expressive, driver, amiable) could be used to improve the reference interview. Originality/value – Social style theory has been explored in academic settings and in the areas of marketing and sales, but not yet in public libraries. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Review Emerald Publishing

Exploiting the social style of patrons to improve their satisfaction with the reference interview

Library Review , Volume 58 (2): 10 – Feb 27, 2009

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Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
0024-2535
DOI
10.1108/00242530910936943
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to discover whether the social styles of patrons affects their perception (and librarians’ perception) of the quality of the reference interview. Also, whether learning to assess social styles of patrons improves perception of the quality of the reference interview. Design/methodology/approach – The researcher observed 24 reference interviews, assessed the social style of each patron using a checklist of behavioral characteristics; both patrons and librarians confidentially filled out a survey to assess the outcome of the reference interview. Findings – It appears that the social style of patrons has some effect on how both librarians and patrons perceive the outcome of the reference interview. There also appears to be a correlation between the librarians’ awareness of the social styles of people and the outcome of the reference interview. Practical implications – Literature has not provided any data on how social style theory on the four social styles (analytical, expressive, driver, amiable) could be used to improve the reference interview. Originality/value – Social style theory has been explored in academic settings and in the areas of marketing and sales, but not yet in public libraries.

Journal

Library ReviewEmerald Publishing

Published: Feb 27, 2009

Keywords: Individual perception; Reference services; Social dynamics; Customer satisfaction; Interpersonal communications

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