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讀者服務館員負面工作情緒之實證研究
－以公共圖書館為例
An Empirical Study of Public Service Librarians’ Perceptions
and Causes of Negative Emotions in Taiwan’s Public Libraries
Chen Su-may Sheih
摘 要
10
Abstract
Research has documented that, in service organization, effectiveness is thought to hinge partly
on the emotions expressed by employees. In librarianship, emotions also play an important role in
affecting librarian’s attitude to patrons and in turn his/her job performance. Librarians are the library’
s most effective representatives. Patrons judge the entire library by librarian’s behaviors. Thus,
librarians’ expression of emotions is one of the key factors of library service. Moreover, research on
feelings experienced and expressed by organizational members emphasizes emotions as indicators
of well-being and happiness. Employing literature review and analysis, questionnaires, and statistics
analysis, this study explored public service librarians’ perceptions and causes of negative emotions in
the public library settings in Taiwan.
Keywords: Negative Emotion; Public Service Librarian; Public Library
Associate Professor, Department of Library and Information Science, National Taiwan University
E-mail: synn@ntu.edu.tw
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壹、前言
Hochschild 1983
emotional labor
emotional
exhaustion job burnout
2007 1994
1998 1993
2005
1997 Harwell, 2008; Hochschild, 1983;
Morris & Feldman, 1996
2005 Erickson, 2001
Goleman, 1995
1996
difficult
patron problem patron
psychosomatic illness
Currie, 2002; Redfern,
2002
1999 A r n o l d,
1960
60
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2002
2.
8.
preventive emotional management
3.
( )
1. r a t i o n a l-e m o t i v e
therapy, RET
Albert Ellis
1993 6 Ellis 4.
Ellis, 1962
81
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8 1 99.06
pleasure reading
healing reading
5. social
support system
伍、
結語
致謝
NSC 93-2413-H-002-027
註釋
1 h t t p : / / w w w. t p m l . e d u . t w /
Ta i p e i P u b l i c L i b r a r y/i n d e x.
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php?page=chinese-weblink-index.php&
subsite=chinese&opx=getfile&cid=310 [Gao ke ji yan far
en yuan jian fu ye wu tui guang zhi gong
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Graduate In-
the job anxiety of special librarians in
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Taiwan Unpublished
Dong Hwa University Hualien
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[Cong
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An Empirical Study of Public Service Librarians’ Perceptions and Causes of Negative Emotions in Taiwan’s Public Libraries
An Empirical Study of Public Service Librarians’ Perceptions
and Causes of Negative Emotions in Taiwan’s Public Libraries
Chen Su-may Sheih*
Extended Abstract
1. Introduction on librarians’ work-related emotions is needed
to bridge the gap. This study identified the types
Librarians are emotional labor whose
and causes of negative emotions of the public
work requires frequent suppression of personal
service librarians in Taiwan’s public libraries
feelings and emotions in order to provide
as well as librarians’ coping strategies when
satisfactory services to their patrons. Due to
facing negativity. The findings of this study may
the de-personalizing nature of emotional labor,
contribute to the development of better emotion
librarians may suffer from emotional exhaustion
management strategies in libraries, thereby
or job burnout. Lacking appropriate handling of
creating a more human working environment
the accumulating negative emotions and work
for librarians who will provide quality and
pressure, it may negatively affect the entire
effective library services.
library organization or the individual librarians.
Traditionally, library education and librarian
training programs have focused predominantly 2. Research Design
on technical expertise required for library Questionnaire survey was used to
work and less on emotion management that is investigate public service librarians’ negative
extremely important for public service librarians emotions in the workplace. Based on the
facing patrons everyday in their work. Research public libraries directory offered in Taipei
* Associate Professor, Department of Library and Information Science, National Taiwan University
E-mail: synn@ntu.edu.tw
Note. This extended English abstract is supplied by the JLIS editors and approved by the author.
To cite this article in APA format: Sheih, C. S.-m. (2010). An Empirical Study of Public Service
Librarians’ Perceptions and Causes of Negative Emotions in Taiwan’s Public Libraries. Journal of
Library and Information Studies, 8(1), 59-96. [Text in Chinese].
To cite this article in Chicago format: Sheih, Chen Su-may. “An Empirical Study of Public Service
Librarians’ Perceptions and Causes of Negative Emotions in Taiwan’s Public Libraries.” Journal
of Library and Information Studies 8, no. 1 (2010): 59-96. [Text in Chinese].
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Journal of Library and Information Studies 8:1 (June 2010)
M u n i c i p a l L i b r a r y ’ s w e b s i t e (N o t e 1), strategies and the effects of negative emotions.
stratified random sampling was used to select
a sample of 45 public libraries in the northern, 3. Findings
central, southern, and eastern parts of Taiwan. 3.1 The demographic characteristics of the
769 questionnaires targeting public service respondents
librarians were mailed to the selected libraries
The demographic characteristics of the
in May, 2005. 516 questionnaires were returned
respondents are summarized in Table 1.
in July, 2005 (recall rate: 67%), among which
343 (66.5% of the returned questionnaires) were 3.2 T h e t y p e s a n d c a u s e s o f n e g a t i v e
effective for analysis. emotions
The questionnaire was composed of This study investigated three major types
two parts. The first part of the questionnaire of negative emotions and their causes. Based
contained structured questions that investigated on existing studies, the negative emotions
the types of negative emotions and their causes. were defined as follows. Anger is a feeling of
Based on the existing literature, the investigators extreme and intense unpleasantness generated
included three major types of negative emotions from an individual’s affective stress reaction in
in the questions: anger, anxiety, and job burnout. negative encounters. A person may suffer from
And the ten causes included in the questionnaire anger when in the state of frustration or when
were: library patrons, work content, library his/her ego-identity is threatened (Alschuler
administration, supervisors, colleagues, & Alschuler, 1984; Feng, 2005; Lin, 1991).
subordinates, information technologies, work Expressions of anger, hatred, unfairness,
changes, organizations outside the library, injustice, and surges of negative emotions
and others. The second part comprised open belong to this category. Anxiety is associated
questions inviting detailed description of with uncertainty and its symptoms may include
respondents’ negative encounters in work, their nervousness, worry, fear, uneasiness, and
coping strategies, and the effects of the negative pressure (Arkoff, 1968/1980; Lin, 2000; Li,
encounters. Xu, Zheng, Lin, Ceng, Xu, et al., 1993). Job
S P S S 10.0 w a s u s e d t o a n a l y z e t h e burnout is a sense of physical, psychological,
data generated from the structured questions. or emotional deprivation (Freudenberger,
Qualitative coding was used on the textual 1974; P i n e s & A r o n s o n, 1988). F e e l i n g s
answers to inductively summarize the coping like depression, powerlessness, frustration,
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An Empirical Study of Public Service Librarians’ Perceptions and Causes of Negative Emotions in Taiwan’s Public Libraries
Table 1. the Demographic Characteristics of the Respondents
Demographic No. of Percentage Demographic No. of Percentage
Characteristics Respondents (%) Characteristics Respondents (%)
Sex Marriage Status
Male 78 22.7 Married 194 56.6
Female 265 77.3 Single 146 42.6
Age Other 3 0.9
20-24 years 21 6.1 Years of Library Work
25-29 years 51 14.9 Less than 3 years 120 35.0
30-34 years 63 18.4 4-6 years 60 17.5
35-39 years 37 10.8 7-9 years 31 9.0
40-44 years 64 18.7 10-12 years 38 11.1
45-49 years 56 16.3 13-15 years 28 8.2
50-54 years 34 9.9 More than 16 years 66 19.2
55 years & above 17 5.0 Administrative position
Education Yes 31 9.0
High school 73 21.3 No 312 91.0
Vocational school 89 25.9 Professional Training
Bacholor college 153 44.6 LIS educated 65 19.0
Masters’degree 25 7.3
Some high school or Non-LIS educated 278 81.0
3 0.9
below
Total 343 100
helplessness, sadness, pessimism belong to this noted that each incident can be associated
category. with more than one type of negative emotions.
In this study, respondents were allowed to Therefore, respondents reported 180 incidents
report more than one negative emotion incident of anger (42.6% of the 423 incidents), 195
in the questionnaire. This study collected 423 incidents of anxiety (46.1%; n=423), and 207
incidents of negative emotions. It should be incidents of job burnout (48.9%; n=423).
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Journal of Library and Information Studies 8:1 (June 2010)
Respondents were also allowed to report (126 respondents); 2. talk to others to release
multiple causes for each incident of negative (46 respondents); 3. actively communicate
emotion. Consequently, the ten causes of with co-workers (21 respondents); 4. self
negative emotions listed in the questionnaire encouragement and positive thinking (18
were checked 528 times. See Table 2 for the respondents); 5. temporarily retreat from the
frequency distribution of the negative emotion center of conflict (12 respondents); 6. take
incidents and the occurrences of causes for each the day off (7 respondents); 7. do other things
negative emotion type. to advert attention, e.g., reading, listening to
music, exercise, etc. (4 respondents); 8. cry (3
3.3 The coping strategies of the respondents respondents); 9. resign from the job in serious
Respondents reported nine coping situations (3 respondents). In addition, 24
strategies in the open-ended questions: 1. respondents reported that they would choose to
focus on the problem and look for solutions suppress their negative emotions and may not
Table 2. The Frequency Distribution of the Negative Emotion Incidents and the Causes
Reported by the Respondents
Types of Negative Emotions Negative Emotion
Cause Anger Anxiety Job burnout Incident
Occurrence % (n=180) Occurrence % (n=195) Occurrence % (n=207) Number % (n=423)
Library patron 112 62.2 95 48.7 108 52.2 209 49.4
Work content 58 32.2 97 49.7 100 48.3 168 39.7
Library
47 26.1 61 31.3 77 37.2 124 29.3
administration
Superior 35 19.4 41 21.0 43 20.8 78 18.4
Colleagues 42 23.3 28 14.4 42 20.3 72 17.0
Information
23 12.8 31 15.9 26 12.6 47 11.1
technologies
Others 8 4.4 20 10.3 20 9.7 37 8.7
Organizations outside
14 7.8 18 9.2 17 8.2 31 7.3
the library
Work changes 14 7.8 19 9.7 18 8.7 28 6.6
Subordinates 5 2.8 6 3.1 8 3.9 13 3.1
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An Empirical Study of Public Service Librarians’ Perceptions and Causes of Negative Emotions in Taiwan’s Public Libraries
do anything to release or soothe the negative (2) The major causes of anger in this study
emotions. were inconsistent with those found in
Sheih (2003). In Sheih (2003), the major
3.4 The effects of the negative emotions on causes of anger were mainly people-
the respondents related – i.e., subordinates, superiors,
Respondents reported four major library patrons, organizations outside
different effects of negative emotions: 1. the library, and colleagues, while in this
negative influences on their physical and study certain non-people related causes
psychological health (92 respondents); 2. prevailed – e.g., work content, library
declining work effectiveness or gradually administration, information technologies,
passive attitudes toward library patrons, such etc. Subordinates as a cause of anger
as inappropriate behaviors or lack of focus varied most in these two studies. The
(41 respondents) 3. declining enthusiasm and differences were likely a result of the
confidence in work (28 respondents); 4. eroded different composition of respondents in
working relationships among peer workers the two studies. 53% of the respondents
(18 respondents) and even disrupted family in Sheih (2003) were library managers,
harmony (2 respondents). However, it should while only 9% of respondents were in
be noted that 7 respondents viewed the second management positions in this study.
effect (declining work effectiveness and service (3) The major cause of anxiety in this study
attitudes) as positive because it forced them to was work content, followed by library
reflect on their behaviors and devotion to the patrons, library administration, superiors,
job. information technologies, etc. The
findings were by and large consistent
4. Discussion with Lin (2001), yet inconsistent with two
This section compares the study findings Ferkol (1998) and Ostler and Oon (1989).
and the related empirical research. l F e r k o l (1998), f e w r e f e r e n c e
In
1. About the causes of negative emotions: librarians working in public libraries
(1) This study identified ten causes of reported information technologies as a
negative emotions and it was consistent cause of anxiety. This difference may
with a previous qualitative study (Sheih, have resulted from the fact that, at the
2003). time of this study, the public libraries
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Journal of Library and Information Studies 8:1 (June 2010)
in Taiwan was experiencing a wave of 2. About the coping strategies for the negative
library system migrations. emotions:
l O s t l e r a n d O o n (1989), p u b l i c
In This study identified ten coping
service librarians in academic libraries strategies as reported in the previous section.
reported mostly causes of anxiety from However, due to the open nature of this part
contacts with library patrons and fewer of the questionnaire, most respondents only
causes from library policies, assigned described the strategies but did not report the
duties, procedural changes, etc. This is consequences or effects of their use. More
inconsistent with this study in which research is required to understand what coping
n o n-p a t r o n p r o b l e m s (e.g., w o r k strategies are effectives in handling negative
content per se, library administration, emotions. Further, most respondents reported
information technologies, etc.) all that they would attempt to control themselves
caused anxiety. This difference may under the influence of negative emotions. This is
likely be attributed to the different consistent with Sheih (2003) and Grosser (1987)
types of libraries studied. In public and indicates that public service librarianship is
libraries, librarian work is not as highly characteristics of emotional labor.
departmentalized as in larger academic 3. About the effects of negative emotions on
libraries. Naturally, the more diverse librarians:
and complicated work content and the This study identified four effects of
administrative and technical matters negative emotions as reported in the previous
associated with which may cause more section, and most of which were perceived as
anxiety for public librarians. negative. Particularly, when facing difficult
(4) The major causes of job burnout included patrons, service sabotages may occur as a result
both people related and non-people of declining work effectiveness or passive
related causes. However, they were service attitudes. This finding is similar to Lin
proportionally inconsistent with Sheih (2005) in which negative emotions and service
(2003), in which people related cause had sabotages were closely related. However,
prevailed. This, again, may have resulted whether suppression of negative emotions leads
from the sample differences in the two to librarians’ higher intention toward service
studies. sabotages awaits further investigation.
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An Empirical Study of Public Service Librarians’ Perceptions and Causes of Negative Emotions in Taiwan’s Public Libraries
5. Conclusion Librarians should also receive continuing
education to reduce negative emotions from
The study findings show that, among
lacks of professional expertise or uncertainty
the three types of negative emotions, job
about information technologies. Social support
burnout was the most frequently reported type.
systems and partaking in proper leisure
Library patrons, work content, and library
activities may also help to reduce feelings of
administration were the major causes of
negativity.
negative emotions. The major coping strategy
reported by the respondents was to focus on the
immediate problems and look for solutions. The Notes
most prominent effect reported was the negative Note 1 h t t p : / / w w w . t p m l . e d u . t w /
influence on librarians’ physical and mental Ta i p e i P u b l i c L i b r a r y/i n d e x.
health. php?page=chinese-weblink-index.
B a s e d o n t h e f i n d i n g s, t h i s s t u d y php&subsite=chinese&opx=getfile&ci
suggests that library organizations should d=310
be equipped with policies and procedures
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