Service learning for improvement of customer service education in LIS

Article type: Research Article

Authors: Colón-Aguirre, Mónica

Affiliations: Simmons College, 300 The Fenway, Boston, MA 02115, USA | Tel.: +1 617 521 2791; Fax: +1 617 521 3192; E-mail: [email protected]

Abstract: This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing community engagement in academic libraries. This research employs Grounded Theory in order to explore the process through which the librarians’ personal experience of learning and applying principles of good customer service that will result in more community engagement. A total of 14 academic librarians working reference and instruction areas were interviewed for this project employing a semi-structured questionnaire. Analysis of the data uncovered perceived weakness in how LIS education prepares students to deal with customer service issues in their professional careers. Service learning is suggested here as a sensible approach to help bridge this gap between education and practice.

Keywords: Service learning, community engagement, customer service in libraries, reference, LIS education

DOI: 10.3233/EFI-160096

Journal: Education for Information, vol. 33, no. 3, pp. 171-185, 2017