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Närhet och distans i det virtuella referenssamtalet. En studie av Fråga bibliotekets chattfunktion.
University of Borås, Swedish School of Library and Information Science.
2008 (Swedish)Independent thesis Advanced level (degree of Master (One Year))Student thesisAlternative title
Social presence and distance in the virtual reference interview. A study of Fråga bibliotekets chat service. (English)
Abstract [en]

The purpose of this study was to investigate the levels of social distance used by the librarians and users in the virtual reference interview. With a conversational analysis and applied politeness theory 49 chat transcripts where analysed in order to answer the question of how the interlocutors positioned themselves regarding the social distance between them. By identifying what communicative strategies where used the following results were found. Generally the social distance between librarians and users is low in the Swedish virtual reference interview. Even though both parties used informal and casual language the results indicate that the librarians face wants were valued slightly higher than the users which were illustrated by a some what higher social distance in the stages of the conversations when the librarians face was under most threat. The conversations were relatively symmetrical and it was also concluded that feedback and positive utterances contributed to lowering the social distance. Thus the analysed transcripts can be said represent a form of institutional conversation that is of a personal and informal character.

Place, publisher, year, edition, pages
University of Borås/Swedish School of Library and Information Science (SSLIS) , 2008.
Series
Magisteruppsats i biblioteks- och informationsvetenskap vid institutionen Biblioteks- och informationsvetenskap, ISSN 1654-0247 ; 2008:110
Keywords [en]
samtalsanalys
Keywords [sv]
virtuellt referenssamtal, artighetsteori, fråga biblioteket, chatt, användare, datorförmedlad kommunikation, folkbibliotek
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:hb:diva-19146Local ID: 2320/4194OAI: oai:DiVA.org:hb-19146DiVA, id: diva2:1311080
Note
Uppsatsnivå: DAvailable from: 2019-04-30 Created: 2019-04-30

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf