This study sought to establish some ofthe problems that occur during a consultation process between a healthcare worker and a patient, such as intangible and tangible verbal/nonverbal communication problems. Tangible nonverbal problems refer to eye contact, gestures, body posture and facial expression. Tangible verbal problems refer to voice tone/attitude and language and intangible to race, age, gender, education and culture. It was made clear that the problems involved in the consultation process were, in the main, common to other fonns of communication such as that between a reference librarian and a client, customer, visitor or user. The factors that hindered communication were investigated by means of semi-structured interviews and questionnaires. The sample population was made up of 100 black isiZulu speaking females and seven healthcare workers of a heterogeneous background. The perception ofthe respondents in relation to the above-named factors (language, age, gender, attitude, culture, education, gestures and postures) was sought. The analysis of the results obtained showed that some of the significant factors that are a problem in communication include voice tone/attitude, eye contact, sitting position, gestures, facial expression and language. Patients, for the sake ofeffective concentration and free flow ofinfonnation, preferred healthcare workers who were polite, had a cheerful demeanour and who sat still and straight up (not looking around or standing). This is noted because the majority of the patients acknowledged such healthcare workers and were not satisfied with those who behaved otherwise. For example, in relation to previous consultations (irrespective of the Clinics), out of the 70 respondents who encountered problems, 61 (87%) in despair cited cases of rudeness, of which the majority of such cases related to African healthcare workers. Culture also mattered, when seen in terms of people being able to speak the same language and understand one another, with respect to the contextual meaning of words. As far as eye contact was concerned, it was apparent that adjustments had been made. For example, it was discovered that although it is the Zulu culture to avoid eye contact, especially between the young and the old, Zulu people have come to accept eye contact in a crosscultural South Africa. Their acceptance was also seen as due to the advantages ofeye contact. This was made clear by the fact that ofthe 90 (91%) respondents who acknowledged the fact that the healthcare workers maintained eye contact during the consultation process, 87 (97%) said it was polite as it gave them the assurance that the healthcare workers were paying attention to what they were saying. Among the socio-demographic variables investigated, the gender of the healthcare worker emerged as one ofthe important predictors of effective communication. This is because the majority of the respondents indicated feeling freer with someone of the same gender groupmg. Certain recommendations were made which were considered vital in improving not only the consultation process but any other form of communication, including that between a reference librarian and a client. The main recommendations were that the healthcare workers be polite and endeavour to speak the main language as the patients. Due to the fact that some healthcare workers hurry during consultation, it was recommended that more staff be employed. / Thesis (M.I.S.)-University of Natal, Pietermaritzburg, 2000.

The aim of this thesis is to describe of the chat application in the virtual reference services from both theoretical and practical point of view. The theoretical part is based on close reading of the mostly foreign literature. The first introductory chapter discusses the terminology and definition of reference services and then virtual reference services, which have not been settled yet. The second chapter deals with chat application. All phases of the chat application are mentioned, from planning through implementation and marketing to the final evaluation of the service. The third chapter is devoted to chat as a specific form of communication with particular focus on its advantages and disadvantages in the library services. The findings of these chapters are used in the analysis of the chosen virtual reference services. The practical part in the fourth chapter constitutes chat in real use, first in foreign libraries, then in Czech libraries as well. The fifth chapter constitutes the main contribution of the practical part. It describes the chat preparation within the Czech cooperative virtual reference service "Ask your library" in the National Library of the Czech Republic, in which the autor of this thesis participated. The conclusion provides a brief summary.

Text in Afrikaans / In hierdie studie word die rol van interpersoonlike komrnunikasie in die funksionering van die algemene inligtingsdiens van die Unisa Biblioteek aan die Universiteit van Suid-Afrika ondersoek. 'n Kwantitatiewe meetinstrument word ontwikkel om gebruikertevredenheid met die hoofkomponente van die algemene inligtingsdiens, naamlik die inligtingsassistent, die inligting wat deur die klient ontvang word en die fisiese omgewing waarin die diens gelewer word, te evalueer. Daar word bevind dat 'n beduidende assosiasie bestaan tussen gebruikertevredenheid met die inligtingsassistent en gebruikertevredenheid met die inligting wat ontvang word. 'n Verkorte vrae lys word ontwerp en aanbevee 1 as 'n meetinstrument waarmee die bestuur gebruikertevredenheid met die algemene inligtingsdiens op 'n gereelde grondslag kan meet. / This study investigates the role of interpersonal communication in the functioning of the general information service provided by the Unisa Library at the University of South Africa. A quantitative measuring instrument is developed to evaluate user satisfaction with the main components of the general information service, that is the information assistant, the information received by the client and the physical surroundings in which the service is provided. It is found that a significant association exists between user satisfaction with the information assistant and user satisfaction with the information received. A shortened questionnaire is designed and recommended as a measuring instrument with which management can on a regular basis measure user satisfaction with the general information service. / Communication Science / M.A. (Communication)

Text in Afrikaans / In hierdie studie word die rol van interpersoonlike komrnunikasie in die funksionering van die algemene inligtingsdiens van die Unisa Biblioteek aan die Universiteit van Suid-Afrika ondersoek. 'n Kwantitatiewe meetinstrument word ontwikkel om gebruikertevredenheid met die hoofkomponente van die algemene inligtingsdiens, naamlik die inligtingsassistent, die inligting wat deur die klient ontvang word en die fisiese omgewing waarin die diens gelewer word, te evalueer. Daar word bevind dat 'n beduidende assosiasie bestaan tussen gebruikertevredenheid met die inligtingsassistent en gebruikertevredenheid met die inligting wat ontvang word. 'n Verkorte vrae lys word ontwerp en aanbevee 1 as 'n meetinstrument waarmee die bestuur gebruikertevredenheid met die algemene inligtingsdiens op 'n gereelde grondslag kan meet. / This study investigates the role of interpersonal communication in the functioning of the general information service provided by the Unisa Library at the University of South Africa. A quantitative measuring instrument is developed to evaluate user satisfaction with the main components of the general information service, that is the information assistant, the information received by the client and the physical surroundings in which the service is provided. It is found that a significant association exists between user satisfaction with the information assistant and user satisfaction with the information received. A shortened questionnaire is designed and recommended as a measuring instrument with which management can on a regular basis measure user satisfaction with the general information service. / Communication Science / M.A. (Communication)

即時通訊(Instant Messaging，IM)和部落格(Blog)是近來廣受應用的社會性軟體(Social Software, SS)。面對網路世代的發展趨勢，圖書資訊學界亦開始探討網路科技對資訊服務所帶來的衝擊，特別是以年輕族群為服務對象的大學圖書館，若能適當地利用社會性軟體，不僅可做為館員與使用者溝通的橋樑，亦有助於館員組織其工作，成為促進圖書館在網路時代拓展服務和提高價值地位之利器。 本研究旨在瞭解社會性軟體在大學圖書館的應用，以即時通訊和部落格為研究對象，探討國內大學圖書館員的使用情況，並分析館員對兩者應用於圖書資訊領域之看法，進而針對美國與臺灣地區大學圖書館的即時通訊參考服務和圖書館部落格進行分析，藉以做為圖書資訊領域整合及應用社會性軟體於資訊服務和工作業務之參考。在研究方法上，透過「文獻分析法」、「網路問卷調查法」和「個案研究法」，從量化與質化的方式，探討及分析即時通訊與部落格的使用情況、應用看法及建置模式。 本研究發現：一、我國大學圖書館員多已使用即時通訊，惟以私人用途為主。二、即時通訊可做為圖書館組織溝通及數位參考服務之用。三、圖書館應用即時通訊為資訊服務發展趨勢，但亟需重視人力及管理之配套措施。四、我國大學圖書館員已有建置個人部落格經驗，並多採用免費服務平臺。五、大學圖書館建置部落格，做為圖書館服務的延伸。六、圖書館部落格可做為資訊服務的新入口，但須同時配合人力資源、教育訓練與維護管理等考量。七、美國大學圖書館在即時通訊參考服務與圖書館部落格發展上已具規模，可供國內未來應用參考。八、即時通訊參考服務應提供多種軟體類型及跨假日之彈性服務方式，以供使用者擇取。九、圖書館部落格應善用各種部落格功能，與圖書館服務的結合，拓展資訊服務的能見度。 最後建議：一、大學圖書館應積極推動與行銷即時通訊參考服務，實踐圖書館數位參考服務理念。二、針對館員的即時通訊參考服務技巧與能力加以訓練，培育參考諮詢服務優質人選。三、利用即時通訊暢通組織交流，並研訂明確管理辦法，以提升館內同仁協調合作績效。四、建置圖書館部落格，拓展圖書館實體與虛擬服務機會。五、圖書館部落格應結合RSS功能及連結圖書資訊領域部落格，開展即時和新穎的資訊服務。六、開設不同層次的部落格教育與訓練課程，培養館員管理維護知能。七、掌握和分析社會性軟體之發展和應用趨勢，並定期審核與評估實施效益。八、圖書資訊學教育應開設社會性軟體相關課程，鼓勵師生學習和使用。 / Instant Messaging (IM) and Blog are two kinds of the Social Software extensively used recently. While facing the trend and development of network generation, the field of library and information science also began to discuss the impact of network technology on information services, especially the academic libraries of serving young undergraduate. If used appropriately, social software not only can bridge the communications between librarians and users, but also benefit librarians to organize their works effectively. Moreover, it can become the powerful tool of facilitating libraries to extend services and enhance value in the network age. The purpose of this study is to investigate the applications of social software in the academic libraries. Using IM and Blog as subjects, the study tries to understand how academic librarians use those two social software, analyze their viewpoint of applying both in the field of library and information science, and further discuss the issues of using IM reference services and Library Blog at the academic libraries in the United States and Taiwan for the application of social software in the field of library and information science. The “Internet questionnaire” and “Case study” were used, followed by quantitative and qualitative method to discuss and analyze the use, viewpoint and the application models of IM and Blog. The findings shows: (1) Academic librarians had used IM extensively, but rather for personal matters; (2) IM can be used for communications among library organizations and digital references services; (3) IM application is the trend of information services, but manpower issues and management must be addressed; (4) Academic librarians had experiences in Blog establishment and most librarians built their Blog based on free service platforms; (5) Library Blog can be used for the extension of library services; (6) Library Blog could be a new portal of information service, but the human resources, maintenance, management and education training need to be seriously considered; (7) The application of IM reference services and Library Blogs had been highly developed in American academic libraries which can be good models for the libraries in Taiwan; (8) The IM reference service would achieve better success if it goes across work day an holiday, and provides diversified software , downloading and manuals for users’s option; (9) Library Blog shall well employ Blog functions to combine with library services and enhance the visibility of information services. Finally, the conclusions were made: (1) Academic libraries should actively promote IM reference services; (2) Training librarians for IM reference service skills, develop talented person for reference consulting services; (3) Using IM to communicate and coordinate among library staffs; (4) Establish Library Blog to provide virtual service; (5) Library Blog should properly use RSS and link the Blogs within the field of library and information science to develop real-time and innovative information services; (6) Design Blog educational training courses for different levels to develop maintaining and managerial skills of librarians; (7) Observing the trend of social software development and evaluate its implementation periodically; (8) Library and information science schools should conduct course on social software, and encourage teachers and students to apply it effectively.

檔案原是權力的象徵，從古至今，從東方至西方，只有少數人有權力得以使用檔案。而檔案由封閉走向開放，其重要的轉折點是在1794年，由於法國頒布世界第一部檔案法，規定檔案館應實行開放原則。此後，開放國家檔案館的檔案供民眾使用的觀念，也深深影響檔案館營運的方式。因此目前許多現代化的國家，常把檔案開放程度視為是民主化的重要指標。隨著網路通訊技術的發展，對於檔案開放亦產生極大的衝擊。 本研究採用「多重個案法」與「比較研究法」進行研究，首先瞭解美國、英國與澳洲三國國家檔案館檔案在網路上開放情況。並藉由比較研究法，瞭解三國之間的差異性，並且透過描述、解釋、併排、比較的過程，最後進行分析，將比較之結果做一結論，得出具體的建議。 根據研究發現，提出結論如下：一、檔案開放相關法規方面：（一）三國對於個人隱私權均相當注重，但美國則為政府資訊公開重於個人隱私權保護；（二）美、英兩國檔案相關法規針對網路開放檔案有特別之規範，美、英兩國檔案相關法規針對網路開放檔案有特別之規範，澳洲則為沿用原有檔案法規；二、線上參考服務方面：（一）線上參考服務多無專責部門，但仍有專責人員負責；（二）電子郵件、FAQ等非同步線上參考服務，為三國國家檔案館最普遍使用的形式；（三）三國國家檔案館均針對研究者提供特別線上參考服務；三、線上檢索工具方面為（一）三國國家檔案館提供多元化的線上檢索工具；（二）提供電子檔案及檔案內容影像檔已成為三國國家檔案館趨勢；（三）檢索系統的描述規則符合國際標準，有利於未來國際間檔案描述的資源分享與交流；四、線上檔案展覽方面：（一）線上展覽主題皆與館藏特色、社會文化相互結合；（二）線上展覽呈現方式較為傳統，缺乏創新；（三）線上展覽仍需與檔案館相關活動配合，以達最大的成效。 最後針對前述研究結果提出五項建議：一、明確規範檔案開放範圍，以作為我國檔案在網路上開放之依據；二、觀摩國外國家檔案館經驗，加強國內對線上參考服務的概念與認識，並積極推廣線上參考服務；三、建議國內檔案典藏單位，針對研究者提供特別線上參考服務；四、建議國內檔案典藏單位改善線上檢索系統，提供多元化線上檢索工具；五、針對我國檔案典藏單位之館藏特色及社會文化，積極推動線上展覽。

Thesis (Ph.D.)--Miami University, Dept. of Psychology, 2005. / Title from second page of PDF document. Document formatted into pages; contains [2], vi, 72, [22] p. : ill. Includes bibliographical references (p. 35-37).

This study investigates, within the current health care situation, the interrelationship of the user, resources and tool in the design of a prototype WELLNESS database-driven web site. A shift has taken place in health care, in which the base of conventional medicine has broadened to integrate other systems, practices and worldviews. These include complementary and alternative medicine, health promotion, disease prevention and wellness. Emphasis is placed on the need to take personal responsibility for one's own health and wellness. The global burden of chronic disease, reaching epidemic proportions, is increasingly linked to risk factors resulting from personal lifestyle choices. The growing evidence of the user's need to make personal, informed, lifestyle choices and their reliance on the Web for health information, required investigation. WELLNESS, a specific orientation to health and wellness, formed the framework within which the user and resources were defined and the tool designed. The user was profiled as the WELLNESS health information seeker, hereby contributing significantly to an understanding of the user in this new context. The user profile informed the establishment of resource selection criteria and tool design. The identification of WELLNESS content selection criteria, within a five-dimensional model, was required to ensure quality, relevant and credible resources. The tool is comprised of the WELLNESS thesaurus and WELLNESS database-driven web site. The WELLNESS thesaurus was constructed based on a combination of relevant thesauri. It will be used as an indexing tool. An investigation of existing health information web sites highlighted the importance of designing a specific WELLNESS database-driven web site. A database host was identified against which the original study's conceptual schema was assessed. A low-fidelity prototype web site was designed as the interface between the WELLNESS health information seeker and the database of WELLNESS health information resources. This study has epidemiological, philosophical, epistemological, sociological and psychological relevance. The provision of access to WELLNESS health information resources, made available in the WELLNESS database-driven web site, for personal, informed lifestyle choice by the WELLNESS health information seeker could potentially contribute to the reduction of the global burden of chronic disease. / Information Science / D.Litt. et Phil. (Information Science)

Thesis (MEd)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: Reading is an important skill for the 21st century and are one of the cornerstones of learning. Research shows an escalating concern about the reading ability of South African learners. In an attempt to improve the literacy levels of learners, the Northern Cape Department of Education, issued a circular to schools instructing them to implement a daily reading period of 30 minutes. It is required of schools to indicate the reading period on the timetable and reading must be formally instructed. The purpose of the study was to determine the perspectives of teachers regarding the use of the reading period and school libraries. It is hypothesized that teachers do not provide enough exposure to learners regarding reading. Secondly It is hypothesized that teachers do not a create a reading culture or foster a positive attitude towards reading, because they ignore the reading period and do not use the library as a resource. A mixed method approach was followed, where both quantitative and qualitative research designs was used. The study consisted of a literature review and an empirical study. The empirical study was conducted at two high schools in the Namaqua District. The data was collected by means of a questionnaire which was completed by 16 Grade 8 and 9 teachers. Focus group interviews were also conducted with the participating teachers. An analysis of the empirical data showed the following : - According to the results the majority of the teachers are aware of the reading period. - The teachers indicated that the reading period is not implemented at both of the schools. - The teachers did not receive any guidance or support from the Northern Cape Education Department to assist learners with reading problems. - The data showed that both schools do have a school library. - From the responses of the teachers it seems that the library resources are old and insufficient. - The data indicated that the teachers do not use the school library as a resource to promote teaching and learning. - The learners are not exposed to the library to assist them with curriculum assignments. The research confirmed the research hypothesis that the reading period is not implemented and that the school library is not used by the teachers to promote the literacy levels and academic performance of the learners. / AFRIKAANSE OPSOMMING: Lees is ʼn noodsaaklike vaardigheid in die 21ste eeu en is een van die boustene van leer. Navorsing in Suid-Afrika dui daarop dat leesprobleme in Suid-Afrika besig is om ernstige afmetings aan te neem. Om die leesvermoëns en geletterheidvlakke van leerders te verhoog, het die Noord-Kaapse Onderwysdepartement (NKOD) ʼn omsendskrywe uitgestuur, waarin skole verplig word om daagliks ʼn leesperiode van 30 minute in te stel. Hierdie leesperiode moet op die skool se rooster aangedui word. Binne die leesperiode moet lees op ʼn gestruktureerde manier aangebied word. Die breë navorsingsdoelstelling van die studie is om ondersoek in te stel na die perspektiewe van opvoeders rakende die gebruik van die leesperiode en die skoolbiblioteek. As navorsingshipotese is eerstens gestel dat opvoeders nie aan die leerders genoeg blootstelling rakende lees gee nie. Tweedens is gestel dat opvoeders nie ʼn kultuur van lees skep nie of ʼn positiewe houding teenoor lees by die leerders kweek nie, want hulle verontagsaam die leesperiode en ignoreer die biblioteek as hulpbron. In hierdie studie is daar gebruik gemaak van ʼn gemengde navorsingsontwerp, waarvolgens beide kwantitatiewe en kwalitatiewe navorsingsmetodes gekombineer word om die navorsingsprobleem beter te verstaan. Die studie het bestaan uit ’n literatuurstudie en ’n empiriese ondersoek. Die empiriese ondersoek is by twee geselekteerde hoërskole in die Namakwa-distrik gedoen. Die data is versamel deur ‘n vraelys wat voltooi is deur 16 graad 8- en 9- opvoeders van die geselekteerde skole. Fokusgroeponderhoude is ook met die deelnemers gevoer. ʼn Ontleding van die empiriese data het getoon dat: - die meerderheid van die opvoeders kennis dra van die leesperiode. - die leesperiode by nie een van die twee skole geïmplementeer word nie. - die opvoeders geen leiding en ondersteuning vanaf die Noord-Kaapse Onderwysdepartement ontvang het rakende hulpverlening aan leerders met leesprobleme nie. - beide skole beskik oor ’n skoolbiblioteek. - die skoolbiblioteek se bronne onvoldoende is en meestal verouderd is. - die opvoeders nie die skoolbiblioteek gebruik om onderrig en leer te bevorder nie. - die leerders ook geen blootstelling kry aan die skoolbiblioteek om take binne die kurrikulum te doen nie. Die navorsing bevestig die navorsingshipotese dat die leesperiode nie geïmplementeer word nie en dat die opvoeders nie die skoolbiblioteek as ʼn bron gebruik om die geletterdheid en akademiese vordering van leerders te bevorder nie.

The advances in ICTs have decisively changed the library and learning environment. On the one hand, ICTs have enhanced the variety and accessibility to library collections and services to break the barriers of location and time. On the other, the e-Learning has emerged as an additional medium for imparting education in many disciplines to overcome the constraint of physical capacity associated with the traditional classroom methods. For a vast developing country like India, this provides an immense opportunity to provide even higher education to remote places besides extending the library services through networking. Thanks to the recent initiatives by the public and private institutions in this direction, a few web-based instruction courses are now running in the country. This paper reviews different aspects of e-Learning and emerging learning landscapes. It further presents the library scene and new opportunities for its participation in the e-Learning process. How these ICTs driven advances can contribute to the comprehensive learning process in India is highlighted.