Library counter talk: communication encounters between counter staff and international students
Library patron communication is considered an important form of customer service. The professional use of language by library front desk staff should reflect the professional image of not only the library but also of the university itself. Library front desk staffs are responsible for various types...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2012
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| Online Access: | http://psasir.upm.edu.my/id/eprint/48156/ http://psasir.upm.edu.my/id/eprint/48156/1/48156.pdf |
| _version_ | 1848851005135912960 |
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| author | Rafik-Galea, Shameem Ishak, Wan Irham Baharuddin Marji, Aliyah |
| author_facet | Rafik-Galea, Shameem Ishak, Wan Irham Baharuddin Marji, Aliyah |
| author_sort | Rafik-Galea, Shameem |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Library patron communication is considered an important form of customer service. The professional use of language by library front desk staff should reflect the professional image of not only the library but also of the university itself. Library front desk staffs are responsible for various types of transactions. This paper presents and discusses the findings based on a qualitative study which investigated language use and communication strategies employed by the library front desk staff and international students of a university. The findings indicate that there is an over reliance of the use of several forms of communication strategies such as holophrastic strategy apart from the use of lexical repetition and literal translation. |
| first_indexed | 2025-11-15T10:15:18Z |
| format | Article |
| id | upm-48156 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T10:15:18Z |
| publishDate | 2012 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-481562016-09-14T02:45:01Z http://psasir.upm.edu.my/id/eprint/48156/ Library counter talk: communication encounters between counter staff and international students Rafik-Galea, Shameem Ishak, Wan Irham Baharuddin Marji, Aliyah Library patron communication is considered an important form of customer service. The professional use of language by library front desk staff should reflect the professional image of not only the library but also of the university itself. Library front desk staffs are responsible for various types of transactions. This paper presents and discusses the findings based on a qualitative study which investigated language use and communication strategies employed by the library front desk staff and international students of a university. The findings indicate that there is an over reliance of the use of several forms of communication strategies such as holophrastic strategy apart from the use of lexical repetition and literal translation. Elsevier 2012 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/48156/1/48156.pdf Rafik-Galea, Shameem and Ishak, Wan Irham and Baharuddin Marji, Aliyah (2012) Library counter talk: communication encounters between counter staff and international students. Procedia - Social and Behavioral Sciences, 66. pp. 17-28. ISSN 1877-0428 http://www.sciencedirect.com/science/article/pii/S1877042812052287 10.1016/j.sbspro.2012.11.243 |
| spellingShingle | Rafik-Galea, Shameem Ishak, Wan Irham Baharuddin Marji, Aliyah Library counter talk: communication encounters between counter staff and international students |
| title | Library counter talk: communication encounters between counter staff and international students |
| title_full | Library counter talk: communication encounters between counter staff and international students |
| title_fullStr | Library counter talk: communication encounters between counter staff and international students |
| title_full_unstemmed | Library counter talk: communication encounters between counter staff and international students |
| title_short | Library counter talk: communication encounters between counter staff and international students |
| title_sort | library counter talk: communication encounters between counter staff and international students |
| url | http://psasir.upm.edu.my/id/eprint/48156/ http://psasir.upm.edu.my/id/eprint/48156/ http://psasir.upm.edu.my/id/eprint/48156/ http://psasir.upm.edu.my/id/eprint/48156/1/48156.pdf |