Diss. Linköping : Univ., 2001. / På titels. felaktigt: Svenningsson.

<p><strong><p>Abstract</p><p>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.</p><p>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.</p><p>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.</p><p>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.</p><p>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.</p></strong></p>

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.

This dissertation is a qualitative study exploring the sociocultural influences on adult migrants’ second language learning and the communicative interaction through which they use the language. Guided by a theoretical perspective based on the concepts of life-world, habitus, social capital, symbolic honor, game, and the idea of the interrelatedness of learning and using a second language, this study aims to understand how migrants’ everyday life context, attachments to the home country, and ethnic affiliations affect the motivation for and attitude towards learning and using Swedish as a second language. Furthermore, the study explores in what way the context within which the language is taught and learned might affect the language development of adult migrants. The research questions of the study focus on both the institutional context, that is to say, what happened in a particular classroom where the study observations took place, and a migrant perspective based on the participants’ experiences of living in Sweden, learning the language and using it. Semi-structured interviews, informal conversational interviews, and classroom observations have been used as strategies to obtain qualitative data. The findings suggest that most of the participants experience feelings of non-belonging and otherness both in the classroom context and outside the classroom when they use the language. These feelings of non-belonging make the ties to other ethnic establishments stronger and lead to isolation from the majority society. The feelings of otherness, per se, are not only related to a pedagogical context that advocates monoculturalism but are also rooted in the migrants' life-world, embedded in dreams of going back to the home country, while forging a constant relation to ethnic networks, and in the practice of not using the Swedish language as frequently in the everyday life context as would be needed for their language development. / <p>ISBN 978-91-7104-591-1 (Malmö) ISBN:978-91-7519-271-0 (Linköping)</p>