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  • P-ISSN1229-2435
  • E-ISSN2799-4767
  • KCI

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Vol.24 No.3

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A Study on the Status of Difficult Patrons and the Effective Response Measures of Public Libraries in Busan

Journal Of Korean Biblia Society for Library and Information Science / Journal Of Korean Biblia Society for Library and Information Science, (P)1229-2435; (E)2799-4767
2013, v.24 no.3, pp.121-134
https://doi.org/10.14699/kbiblia.2013.24.3.121
Kim, Young-Kee
Kim,, Y. (2013). A Study on the Status of Difficult Patrons and the Effective Response Measures of Public Libraries in Busan. , 24(3), 121-134, https://doi.org/10.14699/kbiblia.2013.24.3.121

Abstract

This study investigated and analyzed the status of difficult patrons, and examined the most effective response measures targeted the public libraries in Busan. A survey on 128 people who served to the public libraries in Busan carried out for analysis of problem behaviors of public library users, and brainstorming and AHP method by 9 librarians for seeking of the effective response plan. This study shows that the most effective response ways for difficult patrons is to enact detailed regulations and the appropriate notification and education to the users about the regulations. In addition, education for communication skills to library staffs should be conducted on a regular basis, like as using positive language, listening techniques, the appropriate response techniques with angry users.

keywords
이용자 응대서비스, 문제이용자, 문제행동, 도서관 불량행동, 불량행동의 유형

Reference

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Hoang, Gum-Sook;Lee, Young-Sook;. (2012). A Study on Developing a Manual for User Service of National and Public Library. Journal of the Korean Society for information Management, 29(4), 25-42. 10.3743/KOSIM.2012.29.4.025.

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황금숙, 이영숙, 진혜진. 도서관이용자 응대서비스 매뉴얼 개발 연구.

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Blessinger, K. D.. (2002). Problem Patrons: All Shapes and Sizes. The Reference Librarian, 36(75-76), 3-10. 10.1300/J120v36n75_02.

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Redfern, B.. (2002). The Difficult Library Patron: A Selective Survey of the Current Literature. The Reference Librarian, 36(75-76), 105-114. 10.1300/J120v36n75_11.

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SPL's Staff Wiki. Salem Public Library Problem Behavior Manual.

Journal Of Korean Biblia Society for Library and Information Science

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