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ERIC Number: EJ1161446
Record Type: Journal
Publication Date: 2017
Pages: 15
Abstractor: As Provided
ISSN: ISSN-0167-8329
Service Learning for Improvement of Customer Service Education in LIS
Colón-Aguirre, Mónica
Education for Information, v33 n3 p171-185 2017
This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing community engagement in academic libraries. This research employs Grounded Theory in order to explore the process through which the librarians' personal experience of learning and applying principles of good customer service that will result in more community engagement. A total of 14 academic librarians working reference and instruction areas were interviewed for this project employing a semi-structured questionnaire. Analysis of the data uncovered perceived weakness in how LIS education prepares students to deal with customer service issues in their professional careers. Service learning is suggested here as a sensible approach to help bridge this gap between education and practice.
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A