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Friction in computer-mediated communication

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TypeOfResource
Text
TitleInfo (ID = T-1)
Title
Friction in computer-mediated communication
SubTitle
an unobtrusive analysis of face threats between librarians and users in the virtual reference context
Identifier
ETD_2638
Identifier (type = hdl)
http://hdl.rutgers.edu/1782.1/rucore10001600001.ETD.000053411
Language
LanguageTerm (authority = ISO639-2); (type = code)
eng
Genre (authority = marcgt)
theses
Subject (ID = SBJ-1); (authority = RUETD)
Topic
Communication, Information and Library Studies
Subject (ID = SBJ-2); (authority = ETD-LCSH)
Topic
Telematics
Subject (ID = SBJ-3); (authority = ETD-LCSH)
Topic
Reference services (Libraries)
Abstract (type = abstract)
This dissertation studies computer-mediated communication (CMC), in which interpersonal communication content between library users and reference librarians who engaged in service encounters is evaluated. The computer-mediated form of reference services, called virtual reference (VR), was the context for this research. In the CMC research, the analysis of naturally occurring interactions, analysis of face-work, face threat and friction, and impacts of identity on and in face threatening situations are not well represented. This study applied face-work (Goffman, 1967), Politeness Theory (Brown & Levinson, 1978; 1987) and social identity model of deindividuation effects (SIDE) (Lea & Spears, 1992) to virtual interactions to analyze transcripts that contained friction. The term friction was used to frame interactions that contain real or inferred elements of discord, incivility, impoliteness, or other factors that may detract from a positive working relationship between VR users and VR librarians. Findings indicate that in transcripts that contained friction, users and librarians did not exhibit concern for either party's negative or positive face wants. Friction between participants included reprimands, abrupt endings without closing rituals by librarians and users, as well as refusals to attend to face threats issued. When librarians issued refusals to users' initial requests, the frequency of users enacting a second face threat dropped dramatically. Findings also indicate that librarians were more likely to instigate friction in the service encounters than users. Moreover, when instances of friction were present, one instance of friction was likely to spark additional instances of friction. CMC service encounters, such as VR, in the public and private sectors are proliferating. At one point in time, customer service interactions were a face-to-face modality, then they moved to telephone interactions, but increasingly organizations are providing customer service via CMC, such as online banking and shopping. This dissertation research is significant to any organizations or individuals that utilize CMC as a means of customer interface, such as VR, or any other mediated transaction that bridges communication between organizations and the individuals that are served.
PhysicalDescription
Form (authority = gmd)
electronic resource
Extent
xii, 220 p. : ill.
InternetMediaType
application/pdf
InternetMediaType
text/xml
Note (type = degree)
Ph.D.
Note
Includes abstract
Note
Vita
Note (type = bibliography)
Includes bibliographical references
Note (type = statement of responsibility)
by Jocelyn A. DeAngelis
Name (ID = NAME-1); (type = personal)
NamePart (type = family)
DeAngelis
NamePart (type = given)
Jocelyn Aline
Role
RoleTerm (authority = RULIB)
author
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Jocelyn DeAngelis
Name (ID = NAME-2); (type = personal)
NamePart (type = family)
Radford
NamePart (type = given)
Marie L.
Role
RoleTerm (authority = RULIB)
chair
Affiliation
Advisory Committee
DisplayForm
Marie L. Radford
Name (ID = NAME-3); (type = personal)
NamePart (type = family)
Scott
NamePart (type = given)
Craig
Role
RoleTerm (authority = RULIB)
internal member
Affiliation
Advisory Committee
DisplayForm
Craig Scott
Name (ID = NAME-4); (type = personal)
NamePart (type = family)
Theiss
NamePart (type = given)
Jennifer
Role
RoleTerm (authority = RULIB)
internal member
Affiliation
Advisory Committee
DisplayForm
Jennifer Theiss
Name (ID = NAME-5); (type = personal)
NamePart (type = family)
Rice
NamePart (type = given)
Ronald E.
Role
RoleTerm (authority = RULIB)
outside member
Affiliation
Advisory Committee
DisplayForm
Ronald E. Rice
Name (ID = NAME-1); (type = corporate)
NamePart
Rutgers University
Role
RoleTerm (authority = RULIB)
degree grantor
Name (ID = NAME-2); (type = corporate)
NamePart
Graduate School - New Brunswick
Role
RoleTerm (authority = RULIB)
school
OriginInfo
DateCreated (qualifier = exact)
2010
DateOther (qualifier = exact); (type = degree)
2010
Place
PlaceTerm (type = code)
xx
RelatedItem (type = host)
TitleInfo
Title
Rutgers University Electronic Theses and Dissertations
Identifier (type = RULIB)
ETD
RelatedItem (type = host)
TitleInfo
Title
Graduate School - New Brunswick Electronic Theses and Dissertations
Identifier (type = local)
rucore19991600001
Location
PhysicalLocation (authority = marcorg); (displayLabel = Rutgers, The State University of New Jersey)
NjNbRU
Identifier (type = doi)
doi:10.7282/T3WH2Q17
Genre (authority = ExL-Esploro)
ETD doctoral
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Rights

RightsDeclaration (AUTHORITY = GS); (ID = rulibRdec0006)
The author owns the copyright to this work.
Copyright
Status
Copyright protected
Availability
Status
Open
Reason
Permission or license
RightsHolder (ID = PRH-1); (type = personal)
Name
FamilyName
DeAngelis
GivenName
Jocelyn
Role
Copyright Holder
RightsEvent (ID = RE-1); (AUTHORITY = rulib)
Type
Permission or license
DateTime
2010-04-15 16:30:40
AssociatedEntity (ID = AE-1); (AUTHORITY = rulib)
Role
Copyright holder
Name
Jocelyn DeAngelis
Affiliation
Rutgers University. Graduate School - New Brunswick
AssociatedObject (ID = AO-1); (AUTHORITY = rulib)
Type
License
Name
Author Agreement License
Detail
I hereby grant to the Rutgers University Libraries and to my school the non-exclusive right to archive, reproduce and distribute my thesis or dissertation, in whole or in part, and/or my abstract, in whole or in part, in and from an electronic format, subject to the release date subsequently stipulated in this submittal form and approved by my school. I represent and stipulate that the thesis or dissertation and its abstract are my original work, that they do not infringe or violate any rights of others, and that I make these grants as the sole owner of the rights to my thesis or dissertation and its abstract. I represent that I have obtained written permissions, when necessary, from the owner(s) of each third party copyrighted matter to be included in my thesis or dissertation and will supply copies of such upon request by my school. I acknowledge that RU ETD and my school will not distribute my thesis or dissertation or its abstract if, in their reasonable judgment, they believe all such rights have not been secured. I acknowledge that I retain ownership rights to the copyright of my work. I also retain the right to use all or part of this thesis or dissertation in future works, such as articles or books.
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Technical

ContentModel
ETD
MimeType (TYPE = file)
application/pdf
MimeType (TYPE = container)
application/x-tar
FileSize (UNIT = bytes)
1064960
Checksum (METHOD = SHA1)
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