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Vol.29 No.4
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A Study on Developing a Manual for User Service of National and Public Library

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2012, v.29 no.4, pp.25-42
https://doi.org/10.3743/KOSIM.2012.29.4.025


& (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, https://doi.org/10.3743/KOSIM.2012.29.4.025
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Abstract

Recently libraries are experiencing an increasing number of difficult patrons because of the increase in the unemployment rate and the problem of mental health in their communities. The problem behaviours of difficult patrons have negative influence to other users and staff in the library. This seems closely associated with the decline in the quality of library services. Therefore, in this study, we developed a how-to-do-it manual for library staff to meet the aforementioned challenges and to enhance the overall quality of library services for both general users and difficult patrons.

keywords
이용자 응대서비스, 응대서비스 매뉴얼, 문제 행동, 문제이용자, user services, staff manual, problem behaviours, difficult patrons, user services, staff manual, problem behaviours, difficult patrons

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