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Diplomski seminar z naslovom Skriti uporabnik knjižnice se navezuje na tržno-raziskovalno metodo opazovanja, imenovano skriti kupec. Namen in cilj seminarja je, da bi raziskava, ki temelji na metodi opazovanja s strani uporabnikov, postala pomemben element vrednotenja delovanja splošnih knjižnic. Raziskava se navezuje predvsem na referenčni pogovor, katerega kakovost je pomembna za dobro razumevanje med knjižničarji in uporabniki. V diplomskem seminarju je opisana tudi tržno-raziskovalna metoda opazovanja - skriti kupec, iz katere izhaja raziskava Skriti uporabnik knjižnice. Raziskava je bila izvedena v treh slovenskih splošnih knjižnicah februarja 2021. Rezultati so pokazali, da se odzivi knjižničarjev razlikujejo, četudi gre za isto informacijsko potrebo uporabnika – če je ta premalo definirana, se lahko zgodi, da knjižničar uporabnika zavrne. Knjižničarji še vedno ponujajo premalo drugih možnih storitev, ki so jim na voljo (medknjižnična izposoja, e-viri itd.). Ob zaključku referenčnega pogovora ima uporabnik lahko občutek, da mu je knjižničar do neke mere pomagal, odvisno od knjižničarja pa je, kako se je tekom pogovora trudil zadovoljiti uporabnikovo informacijsko potrebo. Uporabniki se velikokrat za vrnitev v knjižnico odločajo na podlagi predhodnih izkušenj, zato so te ključnega pomena. Ker gre za pilotno raziskavo, večjih zaključkov ni možno sklepati. Raziskava daje vpogled v analizo knjižničnih storitev s strani uporabnikov, ki so ključni za delovanje knjižnic. The diploma seminar titled Mystery Library User is related to the market-research method of observation called Mystery Shopper. The purpose and goal of the seminar are to make research that is based on the method of observation by users an important element in evaluating the performance of public libraries. The research is mainly related to a reference conversation, the quality of which is important for a proper understanding between librarians and users. The diploma seminar also describes the market research method of observation – the Mystery Shopper, from which the research Mystery Library User originates. The survey was conducted in three Slovenian public libraries in February 2021. The results showed that librarians' responses are differed from the user's information needs – if this is inadequately defined, the librarian might dismiss the user. Librarians still offer too few possible services available to the users (interlibrary loan, e-resources, etc.). At the end of the reference conversation, the user may have the feeling that the librarian has helped him to some extent, but it depends on the librarian if and how they provided all the needed information during the conversation. Users often decide to return to the library based on previous experiences, therefore, these are crucial. As this is a pilot study, no major conclusions can be drawn. The research provides insight into the analysis of library services by users, which are crucial for the existence of libraries.

Diplomsko delo predstavlja sistematičen in celovit prikaz zadnje stopnje referenčnega pogovora. Obravnava vzroke za zaključitev pogovora ter oblike, značilnosti in ravni referenčnega odgovora. S posredovanjem odgovora pa se referenčni pogovor še ne zaključi. Delo poudarja pomen kontrolnih vprašanj ob zaključku pogovora kot eno najpomembnejših veščin, s katerimi knjižničar preveri uporabnikovo zadovoljstvo z odgovorom in uporabnika povabi k ponovni interakciji. V delu so obravnavane tudi negativne strategije, ki jih knjižničarji uporabijo z namenom, da uporabnike čim prej odslovijo, in odzivi uporabnikov na to. Teoretični del se zaključi s priporočili za zaključek pogovora. Namen empirične raziskave je ugotoviti zadovoljstvo uporabnikov s knjižničarjevimi odgovori ter pogostost uporabe nekaterih strategij in kontrolnih vprašanj ob zaključku pogovora. Rezultati ankete med uporabniki knjižnic potrjujejo hipoteze o knjižničarjevih pomanjkljivih veščinah zaključevanja pogovora. Končna ugotovitev je, da je treba v literaturi nameniti večjo pozornost tudi zaključku referenčnega pogovora in usposabljati knjižničarje za veščine zaključevanja referenčnega pogovora. The thesis presents a systematic and comprehensive account of the final stage of the reference interview. It discusses the reasons for terminating the interview, forms, characteristics and levels of the reference answers. The reference interview doesn't end with the provision of an answer. The work emphasizes an importance of follow-up questions at the end of the reference interview as one of the most important skills of librarian to check user's satisfaction with the provided answer and invite the user to return with another question. Negative strategies that librarians use to dismiss users and users' responses are also discussed. The theoretical part concludes with recommendations for reference interview closure. The purpose of the empirical study is to determine library user%s satisfaction with the librarians' answers, librarians% application of certain strategies and the frequency of the use of follow-up questions by librarians. The results of the survey among library users confirmed hypothesis of poor closure performance by librarians. Findings show the need of a greater attention in the literature also to the final stage of the reference interview and the need of librarian training in skills of closing the reference interview.

Magistrsko delo se ukvarja z vprašanji, ki jih postavljajo uporabniki v Mestni knjižnici Grosuplje in Mestni knjižnici Ljubljana (enota Bežigrad). Da bi ugotovila, kolikšen delež predstavljajo referenčna vprašanja in kolikšen delež informativna, sem za raziskavo uporabila pisni vprašalnik za uporabnike, intervju za zaposlene referenčne knjižničarje in delovni list za opazovanje referenčnih pogovorov. Izvajanje raziskave s pomočjo omenjenih treh metod je potekalo jeseni 2016. Zajetih je vse skupaj 200 anketiranih uporabnikov iz obeh knjižnic, 10 intervjuvanih knjižničarjev in vse skupaj 100 referenčnih pogovorov. Rezultati so pokazali, da se v obeh knjižnicah referenčna vprašanja pojavljajo v 65 % in informativna v 35 %. Pri referenčnih vprašanjih največji delež predstavljajo bibliografska, najmanjši pa faktografska vprašanja. The master's thesis deals with the questions asked by users in Grosuplje City Library and Ljubljana City Library (Unit Bežigrad). In order to determine what share do the reference questions represent and what is the share of informative questions I used a written questionnaire for users, an interview for employed reference librarians and a worksheet for observing reference discussions. The implementation of the research, using these three methods, was held in autumn 2016. The research includes 200 surveyed users in both libraries, 10 interviewed librarians and 100 reference interviews. The results showed that in both libraries the reference questions represent 65 % share, whereas informative questions represent 35 %. Among reference questions there is biggest share of bibliographic and smallest share of factographic questions.

Magistrsko delo obravnava problematiko starejših uporabnikov knjižnic, ki jih je vse več, saj število Slovencev, ki so stari 65 let in več iz leta v leto strmo narašča. V magistrskem delu je pozornost usmerjena v to, kako se starejši uporabniki znajdejo v knjižnici, kako so zadovoljni z referenčno službo in referenčnim knjižničarjem, kako poteka njuna medsebojna komunikacija, ali so vešči uporabe knjižničnega kataloga COBISS/OPAC ter ali imajo kakršnekoli kritike oz. pohvale glede opremljenosti knjižnice in njenih knjižničnih zbirk. V prvem delu je predstavljena referenčna služba in pojem staranja, v drugem delu pa raziskava z rezultati, razpravo in zaključkom oz. povzetkom ter podanimi predlogi, ki so lahko v pomoč pri nadaljnjem izvajanju referenčne službe v splošnih knjižnicah za ta del populacije. The master's thesis talks about the problematic of the older adult library users whose number is year after year bigger because of the fact that the Slovenian population is growing old. The attention is oriented in how and if the older adult library users know to use the library, are they satisfied with the refernce service and the work of the reference librarian, how is their reciprocal communication, are they well skilled in use of the library catalogue COBISS/OPAC and if they have perhaps any sort of critics or approves about the equipment of the library or about the library collections ect. In the first part of the master's thesis is represented the reference service and the concepton of growing older and in the second part the research with the results, concluson with the summary and the suggestions which can be useful for continuing reference service in public libraries for that part of the population.

Magistrsko delo govori o referenčnem delu v Knjižnici Logatec. Namen raziskave je bil izvedeti ali uporabniki poznajo in koristijo referenčno službo, kaj menijo o referenčni službi in delu referenčnih knjižničarjev. Prav tako je bil namen raziskave ugotoviti, kaj o referenčnem delu menijo sami knjižničarji Knjižnice Logatec. V raziskavi so bile uporabljene tri metode: anketa, delno strukturiran intervju in opazovanje z dnevnikom. Ugotovljeno je bilo, da so uporabniki v večini zadovoljni z referenčno službo in s storitvami v Knjižnici Logatec, mlajši si želijo več strokovnega gradiva, starejši pa daljši delovni čas. Knjižničarji radi opravljajo referenčno delo, želijo si več izobraževanj in boljšo organizacijo knjižnice. The dissertation presents reference work in the Logatec Library. The aim of the research is to find out whether library users know and use the reference service, what they think about the reference service and about the librarians' work. In addition, the aim is also to find out what the reference librarians think about the reference work in the Logatec Library. There were three methods used in the research part: a survey, a partly structured interview and an observation log. The research showed that library users (younger and older) are very satisfied with the reference work in the Logatec Library. The library users expressed certain requests younger users are looking for more professional material and older want longer opening hours. Librarians like to execute reference work, however, they want more training and better organization of the library.