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Direct linkBirdi, Briony; Wilson, Kerry; Tso, Hin Man, – Journal of Librarianship and Information Science, 2009
This article presents two recent studies, an AHRC-funded exploration of the role of empathy in community librarianship (Study 1) and an investigation of the role of empathy in service to minority ethnic users (Study 2). Qualitative elements of each methodology are presented, namely a series of focus groups with frontline staff, interviews with…
Descriptors: Library Personnel, Investigations, Emotional Response, Focus Groups
