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Är frågan färdigformulerad?: En referenskritisk undersökning av 118100 Svar På Allt och Fråga Bibliotekets e-posttjänst
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Arts, Department of ALM.
2011 (Swedish)Independent thesis Advanced level (degree of Master (Two Years)), 80 credits / 120 HE creditsStudent thesis
Abstract [en]

This two years master’s thesis in Library and Information Sciences aims to investigate and put the services of 118100 Svar På Allt (SPA, an SMS mobile question and answer service) and Fråga biblioteket (FB, a library operated e-mail reference service) into the context of the reference encounter. Questions sent to SPA and their subsequent answers are analysed, and part of these questions are forwarded to FB for comparative studies. Both of the formats are compared to the reference encounter as a whole. The framing of the question originates in the assumption that there may be a need for further negotiation of the questions submitted to the aforementioned formats. Do SPA and FB constitute formats different enough from the reference encounter to imply that the question at hand already has gone through the apropiate negotiations? These compressed and asynchronous reference services are not only compared to the synchronous reference, but are also examined as reference services in their own right. How does the e-mail reference and the SMS services fare against each other and the “regular” reference encounter? Findings in the analysis are subjected to appliable INSU theories, especially Robert S. Taylors thoughts on question negotitation and Nicholas Belkins et al regarding anomalous states of knowledge. Further major contributors are Marie L. Radford concerning the reference encounter and Reijo Savolainen on everyday information practices.

The study found several occasions where a personal, or at least synchronous, reference encounter would have been decidedly more helpful than that of the electronic services. However, the larger majority of the questions analysed turned out to be completed in formulation for the compressed, asynchronous format. The e-mails of FB can to some extent work as an intermediary service since it is more allowing lengthwise than SPA and gives more of an opportunity to redirect towards more exhaustive sources.

Place, publisher, year, edition, pages
2011. , 110 p.
Uppsatser inom biblioteks- & informationsvetenskap, ISSN 1650-4267 ; 549
Keyword [en]
Reference and Research Services, Text messages (Telephone systems), E-mail reference services (Libraries)
Keyword [sv]
Referensarbete, informationstjänster, SMS (textmeddelanden), E-post
National Category
Other Humanities not elsewhere specified
URN: urn:nbn:se:uu:diva-160068Local ID: 549OAI: diva2:448036
Subject / course
Library and Information Science
Educational program
Master Programme in ALM
Humanities, Theology
Available from: 2011-10-24 Created: 2011-10-13 Last updated: 2011-10-24Bibliographically approved

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