UPM Institutional Repository

Library counter talk: communication encounters between counter staff and international students


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


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.

Download File

[img] PDF
Restricted to Repository staff only

Download (1MB)

Additional Metadata

Item Type: Article
Divisions: Faculty of Modern Language and Communication
DOI Number: https://doi.org/10.1016/j.sbspro.2012.11.243
Publisher: Elsevier
Keywords: Library; Language use; Communication strategies; Front desk
Depositing User: Nabilah Mustapa
Date Deposited: 14 Sep 2016 02:45
Last Modified: 14 Sep 2016 02:45
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1016/j.sbspro.2012.11.243
URI: http://psasir.upm.edu.my/id/eprint/48156
Statistic Details: View Download Statistic

Actions (login required)

View Item View Item