Qualitative Methods Research on Central Valley Library Workers
For this paper I combined all three research papers, which included a observation, interview, and content analysis. I wanted to compare research to see if the if I was able to identify the same nodes in each paper or if different nodes would appear. The nodes used were frontstage and back stage, roles, teamwork, props, thick description, diagnosis, prognosis, motivation, identity, and agency.
Observation Methods
I began by observing my group by entering the group establishment which is a library. I enter the library through the front door entrance. I observed three different stationed workers whose task where a little different but overall had the same goal, which is helping the public. I observed the library workers on three separate dates and times for one hour per visit.
The first visit and observation occurred on April 2, 2019 at 2:05pm where I observed library workers whose job duties were at the help desk. The second visit occurred on April 3, 2019 at 8:45am, where I observed the group that provided food and beverages to the public. The third visit occurred on April 3, 2019 at 11:49am where I observed the group at the computer and printing station.
During the observation, I would shadow my participants by only watching their actions and behaviors; this is known as the Martian role. I was not a part of the group I was observing. I did not talk to my participants and they did not talk to me. I only observed adults during the research. I would write my field notes on a piece of paper using shorthand. I was observing the interaction and behavior of the workers amongst each other. I also observed the behavior of the worker when interacting with the public.
While observing the group, I seen many theoretical concepts display in their behaviors. Some parts of the group's behavior presented the same concepts; other parts of the group's behavior presented different concepts. The concept that occurred most through behavior is frontstage and back stage because of the participants were at work and putting on a show. The second concept would be roles because while at work, each participant had certain roles they had to engage in. The third concept would be teamwork because majority of the participants interacted with each to complete the duties and goals required of the group. The fourth concept would be props because the workers used several props to complete their assigned task.
I feel confident in the data that I collected because the participants interactions and behaviors displayed several quotes for concepts. After I completed each observation, I would type my shorthand fieldnotes into full sentences using thick description. This means that I presented lots of detail so the reader can obtain a better visual of how my observation occurred as if the reader was there. Once my observation fieldnotes were typed up, I transferred them over to NVivo to turn the concepts into nodes and code them.
I used NVivo to code the five presented nodes which are thick description, teamwork, roles, props, and frontstage and backstage, from my observation fieldnotes to provide the quotes provided below. The observation did not present any barriers or dangers.
Analysis
Thick Description
On April 2, 2019, at 2:05pm I chose to focus my attention on the environment because there was a lot of detail. This was my first-time observing the group so I thought the library would be a nice start for thick description. This node is thick description because I gave a lot of detail on what the library environment looked like.
I enter the groups establishment on the lower level of the building to observe two workers interacting with each other. Both workers were men; they sat near the front entrance of the building, sitting in the middle of the room, at a desk covered in a red cloth. One man had on a red long sleeve, who I will call worker 1 and the other man had on a black long sleeve, who I will call worker 2.
On April 3, 2019 I decided to use more thick description on the environment because my first observation did not have as much detail. I still focused on the environment just in a different part of the library. This node is thick description because I described with detail what the groups establishment looked like.
I took the gray elevator to the upper level of the library. The entrance to the building had glass windows that you can see through. Above the glass door read a sign in white letters that said the group's name. To the left were brown benches and a station with straws, napkins, and condiments. The atmosphere was loud from student interacting with each other and the country music playing on the overhead speakers.
On April 3, 2019, I used more thick description on the interaction with between a worker and a student. I wanted to apply thick description to interaction so that the reader can obtain a better understanding of how the workers interact performing their job duties. This quote is thick description because it gives lots of detail on behavior of the participants.
… and picks up a black marker to writes the students name on the white cup. She then places the white cup to the right on desk where a female picks up the cup and begins working on his order. Worker 1 lifts her head from writing and asks for the method of payment. The customer say apple pay. She leans down to the right of her to input something then lifts a dark gray device to the customer to put his phone towards.
Frontstage/Backstage
On April 2, 2019, at 2:05pm, I noticed that many of the workers engaged in frontstage and backstage. This quote is frontstage/backstage because workers showed their backstage behavior when they no longer were assisting people. When assisting customers, the frontstage concept was seen through the workers behavior.
Worker 1 begins to talk about a topic which results in both workers laughing. Worker 1 found himself humorous as he taps his left hand on table and continues to laugh. After the workers finish laughing, worker 1 pulls his phone from out of his right pocket and types something on his phone. When he finishes typing, he then put the phone back in his right pocket. The two workers began to interact and laugh at each other comments of their topic.
On April 4, 2019 at 11:49am I noticed workers shifting from their frontstage to their backstage behavior. This is seen throughout the groups when they are not assisting clients. This quote shows how the library workers are engaging in backstage between coworkers and not an audience.
They began talking about a topic unrelated to work. Worker 1 points to her computer with her left finger to show her coworker something. The coworker leans down to get a closer look at the computer as he places both hands behind his back. They both began laughing and finishes the conversation with head nods in agreement. The coworker leaves and walks over to group of 2 other workers.
On April 4, 2019, I also notice a worker participating in the backstage and switch to frontstage when a student approached her desk. This quote shows the distinguish of from frontstage and backstage and how front stage is favored at work.
The worker appears to be tired or bored from sitting there and not having students approach her desk. She begins to yawn and cover her mouth with her left hand. A male student walks up to her in need of help. She lifts her head and smiles while immediately sitting upright with better posture to acknowledge him. He says hello and that he need help with printing and putting money on card the card balance reads $0 on the printer.
Props
April 3, 2019 observation shows several workers using props to complete their job duties. This quote is connected to props because the workers use the props to complete their job duties while interacting with customers.
Upon entrance, I noticed that all workers had on green aprons which I believe to be their uniform. The store only had two register for taking orders, both registers were open with two women at the register and 7 people in line. The line wrapped around the store in a shape of a U...
On April 4, 2019, I noticed a different part of the library workers using props to complete their job duties. The props the worker used is quoted below.
The first worker was a female wearing a dark blue employer company surname hoodie with a white square and dark blue words on them. I will call her worker 1. Worker 1 is sitting on a black roller chair at a gray desk with a personal laptop in front of her and an employer's desktop computer behind her computer. Along with the desktop computer, there was a mouse, a keyboard, and white business cards.
On April 2, 2019 the worker had similar props to workers observed on a different day. Props are quoted below to show the interaction between coworkers.
I began to observe two workers within the group. The workers sat at a brown desk with black chairs and black computers. The computers were desktops that included a keyboard and mouse. Worker 3 was a younger women and worker 4 was an older man. Worker 3 begins helping a student by looking at something on the computer. The student begins to look frustrated. Worker 3 looks over at worker 4 in confusion while she points to the computer and asks for help.
Roles
On April 2, 2019, I noticed roles occurring within the observation.
Worker 3 turn her chair half way to face worker 4 while pointing at the computer again. Worker 4 leans down with his left hand on desk to look at the computer and points to on something. Worker 3 thanks worker 4 with a smile then continues to help the student. Worker 4 sits back at desk and begins to type on the computer.
On April 3, 2019 I noticed the behavior of a worker during my observation, I quoted the behavior as a role.
She then turns her head back to worker 1 and with a smile informs her what to do on her screen. Worker 2 shifts her body to the left then with her right finger taps on the screen to input he order. She looks up at the customer and says apologize, with a look of embarrassment. She then reaches to then reach to the right of her and pick and white cup with her right hand. Worker 1 asks for the customer name.
On April 4, 2019, the concept role was again quoted when I observed a worker's behavior when interaction with a student.
Worker 1 offers to help; she turns a computer around that mirrored hers for the student. The student is wanting to print some pages of a music book. Worker 1 asks the student is this the music book. The student says yes. She then asks which ones you want printed, she says 4 and 5. Worker 1 types on computer and moves mouse around. With a straight face, the worker says you can go print them now.
Teamwork
On April 2, 2019, I saw my first concept of teamwork while observing the groups behavior. What I found interesting is that when some workers within the group where unable to help someone, they would refer the person to other library workers at a different station. The other workers were still apart of the group.
The older man was standing in front of the desk, looking down at the two younger men, with one hand on the desk for support. He handed workers 1 a black, touchscreen phone and asked them for help. Worker 1 took the phone and began scrolling through the phone. Worker 2 looked at the phone as well in confusion. Worker 1 hands the phone back to the older gentlemen and points to another station where another worker was located.
On April 3, 2019 at 8:45am, I did an observation of the group on the second level of the library. The workers in this part of the group are faster paced than the other workers. These workers have more interaction with the public, so you see more teamwork occurring through their behavior.
Worker 1 seems new at the register because she periodically looks over at worker 2 for help or to find something of the register's computer screen. Worker 1 looks over at worker two with a look of confusion as she asks worker 2 for help with an order. Worker 2 turns her head to the right to acknowledge worker 1 speaking. Worker 2 then takes her right index finger and taps on her cash register screen 5 times.
On April 3, 2019, I seen more team work occurring when a coworker behavior during problem-solving for a customer.
She continues to scan the black phone then proceeds to ask a coworker for help. The female coworker walks over to her coworker and holds the phone for viewing. The coworker looks unsure about the information on the phone. The coworker then looks at the student and makes a guess about the what the information might be for. The student responds with a head nod. The coworker says we don't take that here.
Appendix
Observation 1 in Library
On April 2, 2019, at 2:05pm I enter the groups establishment on the lower level of the building to observe two workers interacting with each other. Both workers were men; they sat near the front entrance of the building, sitting in the middle of the room, at a desk covered in a red cloth. One man had on a red long sleeve, who I will call worker 1 and the other man had on a black long sleeve, who I will call worker 2. As I sat down, I noticed both workers helping an older man who appeared to be having trouble with his cellphone. The older man was standing in front of the desk, looking down at the two younger men, with one hand on the desk for support. He handed workers 1 a black, touchscreen phone and asked them for help. Worker 1 took the phone and began scrolling through the phone. Worker 2 looked at the phone as well in confusion. Worker 1 hands the phone back to the older gentlemen and points to another station where another worker was located. The older man walks away, and the two workers began talking to each other. Worker 1 begins to talk about a topic which results in both workers laughing. Worker 1 found himself humorous as he taps his left hand on table and continues to laugh. After the workers finish laughing, worker 1 pulls his phone from out of his right pocket and types something on his phone. When he finishes typing, he then put the phone back in his right pocket. The two workers began to interact and laugh at each other comments of their topic. The workers level of voice slightly above library etiquette. When the conversation dies down, the two workers starts interacting with their separate laptops.
At 2:42, I began to observe two workers within the group. The workers sat at a brown desk with black chairs and black computers. The computers were desktops that included a keyboard and mouse. Worker 3 was a younger women and worker 4 was an older man. Worker 3 begins helping a student by looking at something on the computer. The student begins to look frustrated. Worker 3 looks over at worker 4 in confusion while she points to the computer and asks for help. Worker 4 stands up from his chair and walks over to worker 3. Worker 3 turn her chair half way to face worker 4 while pointing at the computer again. Worker 4 leans down with his left hand on desk to look at the computer and points to on something. Worker 3 thanks worker 4 with a smile then continues to help the student. Worker 4 sits back at desk and begins to type on the computer.
The first theory that I would like to discuss is definition of the situation. I chose this concept because all four of the workers were not whispering in the library which is normal etiquette. They were not extremely loud but was able to be heard from across the room. The second concept is roles because the workers had roles to adhere too while interacting with the public. The third concept I choose frontstage and backstage. I chose this concept because with interacting with the public, the workers were professional which is their frontstage When the workers did not have anyone to help, they were talking and laughing at topics unrelated to work. The last concept is teamwork because the workers worked together to help the students and the public.
I would like to work on more thick description and behavior interaction so the reader can get a better understanding of exactly what the workers are doing.
Observation 2 in Library
On April 3, 2019 at 8:45am, I took the gray elevator to the upper level of the group's establishment. The entrance to the building had glass windows that you can see through. Above the glass door read a sign in white letters that said the group's name. To the left were brown benches and a station with straws, napkins, and condiments. The atmosphere was loud from student interacting with each other and the country music playing on the overhead speakers. There was a menu with different coffee and pastries for purchase. There were 6 workers in this group that consisted of 1 man and 5 women. Upon entrance, I noticed that all workers had on green aprons which I believe to be their uniform. The store only had two register for taking orders, both registers were open with two women at the register and 7 people in line. The line wrapped around the store in a shape of a U and moved along quickly and interaction with the students is a max of three mins. The workers at the register were not smiling but they are welcoming to the customers. Worker 1 at the register smiles more than worker 2. Worker 1 seems new at the register because she periodically looks over at worker 2 for help or to find something of the register's computer screen. Worker 1 looks over at worker two with a look of confusion as she asks worker 2 for help with an order. Worker 2 turns her head to the right to acknowledge worker 1 speaking. Worker 2 then takes her right index finger and taps on her cash register screen 5 times. She then turns her head back to worker 1 and with a smile informs her what to do on her screen. Worker 2 shifts her body to the left then with her right finger taps on the screen to input he order. She looks up at the customer and says apologize, with a look of embarrassment. She then reaches to then reach to the right of her and pick and white cup with her right hand. Worker 1 asks for the customer name and picks up a black marker to writes the students name on the white cup. She then places the white cup to the right on desk where a female picks up the cup and begins working on his order. Worker 1 lifts her head from writing and asks for the method of payment. The customer say apple pay. She leans down to the right of her to input something then lifts a dark gray device to the customer to put his phone towards. Worker 1 asks the customer wanted to know if the customer wanted his receipt. The customer shook his head no. With a joyful smile, worker 1 ends the conversation.
Worker 2 gets a new customer which is a male student. The student walks up to the register looking at the She says lifts her right hand and informs the customer that they are next in line. He walks up to the counter and shows worker 2 his phone which I believe contains a coupon for a purchase. She looks at the phone, smiles at the customer, then look ups at the ceiling. I believe she was thinking or trying to remember something. Worker 2 then looks back at the phone the customer is holding. She continues to scan the black phone then proceeds to ask a coworker for help. The female coworker walks over to her coworker and holds the phone for viewing. The coworker looks unsure about the information on the phone. The coworker then looks at the student and makes a guess about the what the information might be for. The student responds with a head nod. The coworker says we don't take that here. The student says it was worth a shot. Worker 2 ask him if he still want to order, the student say yes. He takes out his black wallet and tells worker 2 his order. She inputs on order by tapping on the screen. She then picks up a clear cup and writes name on it. The student pays for order. Worker 2 asks the student if he wants his receipt, the student says no. With a smile, worker 2 says have a good day. The student smiles and walks away.
The first theory that I would like to discuss is props. I found this to be interesting because this part of group used more props to complete their job duties than my April 2nd observation. The second concept is teamwork. Throughout this observation, you see a lot of teamwork occurring within the coworkers. The third concept is roles. While observing the group, each worker has a role such as the cashier or the barista.
I would still like to focus more on thick description while observing the interactions between participants.
Observation 3 in Library
On April 4, 2019 at 10:15am I entered the lower level building to observe a group of workers. The first worker was a female wearing a dark blue employer company surname hoodie with a white square and dark blue words on them. I will call her worker 1. Worker 1 is sitting on a black roller chair at a gray desk with a personal laptop in front of her and an employer's desktop computer behind her computer. Along with the desktop computer, there was a mouse, a keyboard, and white business cards. The temperature in the building is cool and there is distant chatter in the background. The worker appears to be tired or bored from sitting there and not having students approach her desk. She begins to yawn and cover her mouth with her left hand. A male student walks up to her in need of help. She lifts her head and smiles while immediately sitting upright with better posture to acknowledge him. He says hello and that he need help with printing and putting money on card the card balance reads $0 on the printer. With a more energetic face, she asks him did you just load money on the card. he nods his head yes. She gets up from behind the desk and walks over to the printing station with the student to help print a document.
When worker 1 returns to her desk alone, a male coworker with a red employer logo shirt walks over to her to talk. She shifts her body sideways in the black computer chair to be positioned between her personal computer and the coworker. They began talking about a topic unrelated to work. Worker 1 points to her computer with her left finger to show her coworker something. The coworker leans down to get a closer look at the computer as he places both hands behind his back. They both began laughing and finishes the conversation with head nods in agreement. The coworker leaves and walks over to group of 2 other workers.
Worker 1 is sitting at the desk on her laptop. She lifts her head to acknowledge another student in need of help. The female student walks up to the counter and ask for something. Worker 1 says it has to be downloaded on the computer first. Worker 1 offers to help; she turns a computer around that mirrored hers for the student. The student is wanting to print some pages of a music book. Worker 1 asks the student is this the music book. The student says yes. She then asks which ones you want printed, she says 4 and 5. Worker 1 types on computer and moves mouse around. With a straight face, the worker says you can go print them now.
The first theory that I would like to discuss is props. I found it interesting that there were two separate sections of the workers on the same floor. Depending on which section of the group you were assigned to determined which props you would be using. Another concept was the frontstage and backstage. This concept is seen more often in the observation than others. The next concept I observed was roles. Roles within the group are different depending on which section of the group the participants are in. The worker in this observation had more freedom within their job.
I would like to work more on thick description with more focus on behavior and what I believe the behavior might presume. I also would like to talk more about body language and interaction with the workers.
Interview Methods
I completed my first interview on April 12, 2019 around 1:10pm which lasted for approximately 28 mins. I met the first participant at a quiet and public location per her request. I interviewed my second participant on April 20, 2019 around 10am which lasted for approximately 16 mins. The interview took place in a quiet area at the public library. The third interview occurred on April 23, 2019 around 3pm which lasted for approximately 10 mins. The interview took place a coffee shop with minimum people around.
Before the interview began, I provided each participant with a printed informed consent. I allowed each participant to read over the document sign it and provided the participants with a printed copy. The interviews were face-to-face interaction and the interview were recorded using a voice recorder. During the interviewing process, I would ask questions regarding the theory concepts will validating, using empathy, and probing. and using a notepad to write notes.
While interviewing the group, I asked theoretical concept questions that I noticed while observing the workers behavior. After I completed the three separate interviews, I uploaded the audio Temi.com to be converted into a digital transcript for processing. I then used NVivo to code the transcripts which concluded the five nodes; thick description, roles, props, teamwork, and frontstage/backstage. I also created a word query using NVivo; the most frequent word that appeared was just, which appeared to be a word the interviews used to verify themselves.
I believe that thick description was successful in my interview because my clients enjoyed going into to detail about what their job duties were. The roles were not as strong because two of my interviews didn't not want to give too much detail of their role in fear of losing anonymity, the interview data showed that there are many different props available throughout the library to assist the students. The participants told me more about how they are a team and teamwork occur frequently depending on which part of the group you work in. The last node is frontstage/backstage which always occur with the group members.
Analysis
Thick Description
On April 12, 2016, I asked the participant a question about the different machines and products that were used in the store to assist the students. The participant gave a lot of detail where was great for thick description.
So, one of them carries all the milks for the latte. So right under the latte. So that, because you knew, you know, um, there's whole milk under the blender because homo because we use for the Frappuccino's cause it's like thicker. Um, and then under the, where the shakers and like the other stuff are, is like refreshers, lemonade and sometimes coconut milk for the pink drinks like, and then, so yeah, we just have like so many different like male, like literally any drink or anything we would, you think of.
On April 20, 2019, I asked the printing station receptionist about some of the questions that the students or members of the public would ask her when their using the computers or printers. The participant gave lots of detail on how the computers and printers work.
They use those and log into the accounts and it's no time limit. Um, the computer does, um, become an active, um, if you're not using it anymore. But that way, um, with the student logins you can sign in and out. Uh, they have cards where you can purchase and print stuff out in black and white or in color. Um, and then the third section. So the first section we have is like for, um, the public is someone who's not necessarily a Fresno state student wants to come and use the computers, then they can use them.
On April 23, 2019, I asked the front desk receptionist what kind of duties you perform to assist the students inside the library. The participant provided details of scenarios between themselves and the students.
...basically, like anything they're looking for. So we have like screens, which will be my screen. And then we have the mirror screening. So while I'm like typing or looking something up on the computer, I can show, I can show it's basically going to mirror the computer for someone else to, um, for the students to look at. Yeah. So basically, if they are looking for something, like basically for example, we use the (group establishment) website, then I can help them find something on the website.
Frontstage/Backstage
Frontstage and Backstage were noticeable in every observation. I wanted to know if the interviews would be able to elaborate their behaviors. This quote is an example of how the barista observed frontstage and backstage from her coworkers.
Like they are supposed to um not laugh and have side conversations while they are in front of customers. Sometimes someone may tell a joke and um like they can get loud and customers can hear their conversations. Or if a coworker's friend comes into the store to order something, they'll um, talk to their friend while she's waiting for her drink which is fine but kind of unprofessional.
While interviewing the second participant, I asked how she interacts with her students compared to how she interacts with coworkers. This quote is an example of how frontstage and backstage occurs in the workplace.
Yeah. Um, so basically, um, like if I'm talking to a student, I'll tell him like, good morning, how are you doing? What can I do for you today? But if I see my colleague walking into work or when I sit out on my desk, my colleagues there, I will say something like, hey girl, hey, what's up? You know. Or, you know, something of that nature.
This quote shows a different side of frontstage and backstage compared to the other group members in the library. This quote is an example of what the worker does when she is not assisting students.
That's why it's usually like one of us here. Um, but yeah, like when it is on those here to work with me, it makes the time go by faster. We get to like laugh or like do other things like on our computer or whatever. And I will work on my computer if i got homework or if I'm studying if there is no on. If there is students then I'm going to set assisting at the moment. Then I can just like work on a project or something.
Props
During my observation, I noticed that all group members used props to assist the students. This quote shows how the barista uses different props compared to the other group members.
So then that's where the shots came out. So that's the espresso machine. That's where we get to make lattes. Um, if you won't regular brewed coffee, we just have big machine where we get to brew like a big filter with the grounds. Um, so we have the regular Bruton burning machine. We have the special machines, we have blenders to make all Frappuccino's.
I found this quote interesting because from observation, I stated that the front desk receptionist used computers and desk as props. The data collected informed me of props that I did not think to consider.
Usually students will, well not rent, but they will book them for about an hour and you're able to go in there and study. We have like small rooms, which were like the individual rooms. And then we have bigger rooms, which are, um, so on the second floor where your group can run out to book the rooms and just study, like for like group projects, they're bigger than the individual rooms. They're bigger than the individual rooms. Individual rooms really seat one, maybe two people at the most.
The printing station receptionist talked about props that I noticed in my observation. This quote informed me of a prop that I did not mention during the observation.
These second way is by using your student ID numbers. So on the computer, um, when you, um, go to print something you can press, you can press like control p and print and then you can input numbers that are behind the card and that, um, connect your card to that computer. So you're able to print your documents. And the other ways are student Id on the back of it, my student Id that has the Strip that where you don't have to purchase the car, you get this load money onto your student id card
Roles
When observing roles, I was not able to go in depth because I was a not an insider or apart of the group. After interviewing the participants, I was able to obtain a better understanding of what the different roles were. This quote informed me more in depth of what the barista role was.
Um, so basically a Barista, I work at a coffee shop, so I'm a Barista and I make the drinks. But at (groups employment) or like I said, there's a position called cycles. So, um, it, I can either do register beyond bar, which is the like Barista position. I mean, we're all considered Baristas. It's just that like, we're on bar, so, and there's also cycle, which is the person that's basically holding down through the whole store.
This quote shows how the front desk receptionist plays a major for the library. I chose this quote for role because the participant informs me of the different job duties require for her role.
Yes, sure. So my name is (hidden name) and my role here inside of the library is to basically provide, um, to basically provide services to the students and people in the public who, um, need help with anything. Like if they needed like help finding direction somewhere or if they needed help with the library question or if they wanted to, um, get a, or if they wanted to get a room. We have rooms for them to study and just basically just stuff like that.
The data collected from my observation seemed to match the data collected from my interview. I choose this quote for role because she explains what her role consists of.
A typical day for me is usually me sitting behind my desk and assist the students in the printing station. Whatever questions that they might have about the computers or printers, then I basically just helped them with that.
Teamwork
I chose teamwork for a node because of the data collect for the observations. I wanted to know if teamwork prevalent to them as is was to the data. This quote shows the barista values team work in her group.
...it's definitely teamwork because teamwork like in our like, you know, working at a coffee shop, it's like, especially on campus, like there's so many students and we like do not ever get a break. Um, so we learned to just like have each other's backs. Like, um, we kind of bend the rules as a (groups employment). I like, if I were to work like on a regular (groups employment), like in someone's making drinks and I'm cycle, which is the person that is just stocking and cleaning and making sure everything's fine.
This quote is a little different form the first quote of teamwork. This quote explains how they usually are considered working individually, if one of the group members need help with something, they'll work as a team to resolve the problem.
Oh, Oh yes. So, um, teamwork. Um, so I sit behind a computer, and I have, um, my colleagues that sitting next to me. But um, as far as teamwork, we usually know everything that we're doing. We usually don't, um, how did to say, like for example, if I needed help with something or if my colleague asked me a question or if I needed help finding something, um, I can ask them and they'll help me look for something up on the computer or something like that.
This quote shows that teamwork is not as necessary with daily duties compared to other group members, but they are a team and help each other when needed.
We are a team here. This area is a team. I do have coworkers that work with me. We don't, um, we don't necessarily have to work like this particular area i usually sit at or we'll have like another coworker working with me with. Sometimes I'm by myself. If someone else isn't working like in the station. But for the most part, um, I'm usually by myself. It might be someone else here or if I'm not working that day or whenever it'll be like, um, it can be like two people, one or two people are usually there to help.
INTERVIEW 1
Speaker 1
Okay. So the first question is what it is, what does it mean to be a good worker?
Speaker 2
Um, to be a good worker? I think it means, um, being able to, being able to, um, go to your job with a good positive and positive vibes and not bring your personal life and being a, that'll help you be more efficient in what you do and it'll spread your positivity to others as well.
Speaker 1
So how would you say being a good worker and helps you with, and these are like follow up questions. So how would you say being a good worker has helped to work with others?
Speaker 2
Um, being good work. Like I said, since it spreads positivity, I feel like, um, that's a big part of being a good worker because um, that'll help you interact with others. I feel like I'm at my job at least. Um, we have this model where, um, if it doesn't matter in five years it shouldn't matter. So we always like, there's like a lot of things going on, so we just tend to like show us out a lot. But, um, we tend to always be there for each other and like relate to each other. So I feel like as we relate to each other, we try to like say more positive things instead of dwelling on like the things that are going to just stress, just stress out more. So I feel like honestly like positivity like the best way to prepare us to work better and to not feel like crap basically for working.
Speaker 1
So would you say like teamwork is a big part?
Speaker 2
Yeah. Yeah. I, it's definitely teamwork because teamwork like in our like, you know, working at a coffee shop, it's like, especially on campus, like there's so many students and we like do not ever get a break. Um, so we learned to just like have each other's backs. Like, um, we kind of bend the rules as a (groups employment). I like, if I were to work like on a regular (groups employment), like in someone's making drinks and I'm cycle, which is the person that is just stocking and cleaning and making sure everything's fine. Like I a regular (groups employment) did not a lot of help, more of was like four rolls of cups and our sober like, dude, we got to get these people out, like we're going to help, you know. So we're all about like helping each other out of making sure we're fine. Like sometimes you can tell when someone's stressed out and we know how it feels because there's just a lot of pressure. Like so many students. Yeah. And if we don't enter manager contest, like consistently like tells us like, you guys are doing so good, like don't let, like we can't take it on the customer.
Like how does, like how does one specific customer like half to get to get our stress of a overall (couldn't hear) Like we're not going to do that, you know? Um, so we always try to like tell each other and like, the customer is like the fall there, dude. Like they're going to school, they even need coffee or like, you know, whatever. So I feel like we're always telling each other that. Um, what was the question again? I like hella (couldn't hear)
Speaker 1
Team work, is fine.
Speaker 2
Okay. Yeah. So like basically team work. It's just like helping each other out, whether it's like getting, getting things for each other or just like saying positive words to keep in mind that it's not really like an a matter once they leave.
Speaker 1
So you, you described a little bit about your role, so what is like your actual position and then your roles?
Speaker 2
Um, so basically a Barista, I work at a coffee shop, so I'm a Barista and I make the drinks. But at (groups employment) or like I said, there's a position called cycles. So, um, it, I can either do register beyond bar, which is the Bri like Barista position. I mean, we're all considered Baristas. It's just that like, we're on bar, so, and there's also cycle, which is the person that's basically holding down through the whole store. Um, I'll, I'll be back.
Speaker 1:
So can you give me a little more information about your role, a like your job duties within the group?
Speaker 2
So working at (groups employment), I am considered a Barista. Um, so we do anything from making dreams being her or there's a position called support cycle, which is basically the person that makes sure everyone has what they need from the person on registered to person on Bar, which is a very um, like stress position. Um, so we just make drinks, um, we interact with customers other the register, um, and we basically tries to try to hold down the store for on cycle. Um, the person I like being on, I like, I like doing all of them on the same day because to me I have a better experience at work everyday. I get to interact with people on the register if I get to be on my own and just make sure things are getting done on cycle because you're own, which is why it's so heavy. Um, and being on bar because it makes the time go faster since or that you don't have a second break. And there's like so many customers continuously. So, um, yeah, I just, we just try to make everyone feel better is the library because we know the struggle, you know, we know that we're all students, well majorities, we're all college students or professors that come in. So, um, I like we, we feel very close to the customers. Maybe they don't feel close to us because they're really just trying to go get coffee or like, you know, their drink. Um, but for us, I feel like what has a lot to do with like our role is making them feel like we understand because we're like at it to like, Oh, you know, like we go through a, or like if you're tired or we get it or you're going to class was like, um, and that's the reason why we tried to hurry so fast because we know students are trying to get to class or trying to get, you know, trying to teach a class or just attend class or maybe they just like are studying and they don't want to take so long waiting in line like that, whatever it is. I'm very like honors stuff for the most part. Sometimes we're just like, oh my gosh, like we're just tired. I'm not going to like try to rush when they could wait like big, you know. But, um, yeah. So I feel like that has a lot to do with my role, I feel like. Um, but as far as like my duties, yeah, I just said like make coffee and that's, yeah, that's basically it.
Speaker 1
So they say like with some of your duties, you make coffee and assist like customers. So what kind of like objects do you guys have that helps you perform those job duties?
Speaker 2
So for regular brewed coffee can get very like, okay, it's going to get like complex here. We're not complaints, but, okay. So we have SMS a machines which, um, help us aerate the milk, like steam, the milk. Um, and those were your cue, the shots. So then that's where the shots came out. So that's the espresso machine. That's where we get to make lattes. Um, if you won't regular brewed coffee, we just have big machine where we get to brew like a big filter with the grounds. Um, so we have the regular Bruton burning machine. We have the special machines, we have blenders to make all frappuccinos. We have shakers to shake all the t's, refreshers, um, stuff like that. Um, we have, what else do we have? We have two big ice machines that we need or not. Well, we have an ice machine in the back, but we have two ice tray or bins in the bar because we're continuously going through ice so much. So I feel like that's like a really big thing. We have a forced things, which is really helpful sometimes when it's Oh, chaotic, we needed rent, blenders and go, um, we only have one blender, which is a downfall because our stores to malls and we can only fit so many.
So (groups employment), like a regular (groups employment) would typically have two or three even. Um, we only have one, which is why it slows down everything. So they have two espresso machines, which is already a little bit because of regular (groups employment) would have recent times or even four if it's a big (groups employment). Um, which we, which is why we try to be so fast too, because college students are so inconsiderate and they're just like, what's taking so long? And I'm like, I don't know what to do, like you see as not working, you know. So, um, so yeah, we basically just have blenders and then we have this, but some machines and then the brewing copies and then we, um, we have like a hot water because we need about to brew everything or like not brew everything. Brewer the teasing and what to say. So we have a pin, we have so many pictures. The pictures are used for literally anything from like half and half iced coffee, cold brew, lemonade. Um, tease. What else? That's basically it. So the hot water's usually like what we used to brew the coffee. I mean, yeah, brew the tea that mean. Um, so we have like so many things and then we have three fridges, which is already a little bit as well because a regular start with would have maybe six. We have four and only and only three work. So one of them carries all the milks for the latte. So right under the latte. So that, because you knew, you know, um, there's whole milk under the blender because homo cause we use for the frappuccinos cause it's like thicker. Um, and then under the, where the shakers and like the other stuff are, is like refreshers, lemonade and sometimes coconut milk for the pink drinks like, and then, so yeah, we just have like so many different like male, like literally any drink or anything we would, you think of. Um, and then we also have like the steaming pictures, which is where we carry the milk. It's also what we use to make the whipped creams, um, to measure things. They have lines on them and they say stuff in the inside. So it was just to like make whip creams are to make half and half. If we were an out, we can make her own half and half, like heavy cream and 2% together. Um, so we have steaming pictures, pictures, like basically that's, that's like only the basic.
Speaker 1
So, um, do you guys have like, let's say like, um, within your store do you guys have like a culture or how you guys communicate what each other?
Speaker 2
Um, I feel like the way we would relate to each other or like have our, like our own little culture, would it be, I'm just being college students. Like honestly that's like the biggest one. But it's also like I noticed it's also like where you come from. Like even though we all are a community as coworkers, you know, there's like those people that have like their little cliques. Yeah. So you know, like, and it's not like bad, it's not a bad thing because we all know we can relate to more like with someone than with someone else, which is how we tend to like react or like what we tend to stick to those type of people. Like, um, I don't like there's only like three Mexicans, me including me. But that doesn't mean that like I talked to them more because the reps, again, I'm not close to like to the Mexicans, I'm close. I'm closer to home, close to because I can relate to them or because we have the same interest. But overall like all of us together, I feel like we were just, um, we relate to each other. My like saying like, oh, like other (groups employment) could never, because it's like we literally deal with so many like, and I'm sure other (groups employment) do to, cause they have drive through online apps and that type of stuff, but they have three or four people come in at a time, not like one a lie or whatever we have, I don't even know how many. Um, so that's like a big thing for us and we tend to like keep each other happy when we're like, oh my gosh, like we killed it today. It's still, especially when there's a lot, when there's field trips, like the day of Peach Blossom, we struggled that day and we, there's only supposed to be to be on two people on bar. So one person is on hot bar, which is where you make like the standard drinks, like hot chocolates, lot of, or anything hot. It just didn't have to be hot. It's basically anything from espresso. So like lattes still like lattes, cappuccinos, like white mochas and Machiatto, stuff like that. Those are on the expresso side. So, one person is doing that side initially that's how it's supposed to be. Sometimes they're just like grabbed the next cup and you go to where the outcome goals where you make it. But um, so there's one person on hot bar and then there was one person that Cold War. So they're doing teas for freshers and faculty knows and the person on property knows, obviously we hate it. We hate it. Like every person who works there, we all know like Recinos side is lame. Like because from personal side like what are you going to do? Like you're literally low because there's one blender. Like you'd have to just wait and make an extra drink or when you're making the Frappuccino, you're making a tea while it's blending, but then you're only making two drinks while the person Paul bar can make four to five drinks at a time because there's like two, two machines, the steering wheel for hot chocolate and they're queuing shots for their drink over here and they're queuing shots for the shame. And then they finish all of them in the eye, them at the same time and they're out. And we're just like, I'm waiting on this property now. You know, so I literally get so a lot of like, no, no, no, that's good. We use, I was asking about like the communication with them and so the, I feel like we tend to like understand how fills, so we always try to help each other out and especially like communication is a big thing because for the person than on cycle, especially like the person won't cycle. Um, I as, as, as far as me, I don't know about like other people in cycle, but I tend to always communicate with them and constantly that let them know like, let me know what you need because I know how it feels to like, do what I need this, why isn't he here? Like I'm trying to, you know, I'm trying to hurry. So I always tell them like, do you guys need anything? We'll make sure you let me know. And then so they'll like communication is key within the people from bar I need ice, I need white Mocha, I need to 2%, I need half and half. I need to cold brew, ice, coffee, I need Sera [inaudible] I needed to be cleaned. I just feel like I need milk or you know, I need literally everything. There's so many things. So, um, I feel like that's a big part. And I like it because when we tend to communicate and we asked each other for stuff, like no one takes it. I was like, why couldn't you get it? You know, because we all know like there's just so much going on, you're busy. Like you wouldn't ask them when they could've just gotten to yourself. I feel like at other dumps of if they were to ask each other for so many things, I'd probably be like, what the heck? Like what I might use. Like you know, but that's just the position like at (groups employment) like side that of, so that's a good position. Yeah. So that I'm just literally check everything makes sure the condiment bar and make sure the store's clean and like make sure like, um, so the communication within the person on cycle and bars like a big thing, especially when you're going to leave, like if you're going to go out to the like to the condiment bar, um, I tend to let them know cause I'm like, what if right now they were just about for them native then cause the lemonade, now we have to like.
Speaker 1
That's amazing communication, you guys seem to really be a family. So how would you say your communication is with your coworkers at work um, compared to when you guys are off duty.
Speaker 2
Um, yea sort of, um when were on duty with customers, we are like professional, but we have friendships at work, so we make each other laugh and be our selves around each other. Um some of my coworkers are not as professional in front of the customers but it's not that bad because customers do not complain, I guess the student just look at us like equals and don't expects us to be as professional, you know?
Speaker 1
Yea it sounds like your saying your coworkers are not as professional as they should be. What exactly do you mean by professional?
Speaker 2
Like they are supposed to um not laugh and have side conversations while they are in front of customers. Sometimes someone may tell a joke and um like they can get loud and customers can hear their conversations. Or if a coworker's friend comes into the store to order something, they'll um, talk to their friend while she's waiting for her drink which is fine but kind of unprofessional.
Speaker 1
Oh okay I understand. Is there anything else that you would like to say during this interview?
Speaker 2
No I can't think of anything else now,
Speaker 1
Well I do want to thank you for your time and allowing me to interview you for this research. You were amazing
Speaker 2
Thank you
INTERVIEW 2
Speaker 1
Good morning, my name is, my name is Katina and I wanted to interview you in regard to your, um, in regard to your position here inside the library. So, first off, can you start off by telling me what your role as a worker here in the library?
Speaker 2
Yes, sure. So my name is (hidden name) and my role here inside of the library is to basically provide, um, to basically provide services to the students and people in the public who, um, need help with anything. Like if they needed like help finding direction somewhere or if they needed help with the library question or if they wanted to, um, get a, or if they wanted to get a room. We have rooms for them to study and just basically just stuff like that.
Speaker 1
So you mentioned that there's rooms where the students can study. Can you elaborate on that?
Speaker 2
Yeah, so, um, we have rooms in here, the library where you can like rent. Usually students will, well not rent, but they will book them for about an hour and you're able to go in there and study. We have like small rooms, which were like the individual rooms. And then we have bigger rooms, which are, um, so on the second floor where your group can run out to book the rooms and just study, like for like group projects, they're bigger than the individual rooms. They're bigger than the individual rooms. Individual rooms really seats one, maybe two people at the most.
Speaker 1
Okay. That's a really interesting, so, um, how often are you helping assist a student or a person?
Speaker 2
Um, it really depends on the time of day in the library. Um, early mornings inside the library, um, around eight o'clock or so, it's not that many people inside the library, I guess students who aren't really like early birds and if they do come up, if they do come early, they just, usually the early ones usually know exactly where they're going and they go to their specific areas inside the library. They don't too much ask questions. I'll get, um, maybe one or two students asking if I'm asking like, where are the computers for the most part? And if they can check out a book or if they wanted to, um, rent some of the equipment, but that's like a different side of the area that, um, some of us can work on. Yeah.
Speaker 1:
Oh, okay. So, um, you said that students come in here, um, to work on the computer. So, is it different types of computers that the students can work on?
Speaker 2
Yeah, uh, well we have, we have two sets. Well we have three sections, but really two sets of computers, one set of the computers for the public with a time limit on it. I believe about two hours. The other area of the, um, the other area of the computers, the students have to log in basically the same login information that you use for your blackboard account. They use those and log into the accounts and it's no time limit. Um, the computer does, um, become an active, um, if you're not using it anymore. But that way, um, with the student logins you can sign in and out. Uh, they have cards where you can purchase and print stuff out in black and white or in color. Um, and then the third section. So the first section we have is like for, um, the public is someone who's not necessarily a group establishment) student wants to come and use the computers, then they can use them. And then, um, and then if they don't want to use them, I mean, sorry. Um, it's the public, so you're not necessarily the students. You can use those specific computers. And then we have the login computers with just students in there. We have a third section which doesn't have computers, but it's just, um, well it, it has computers but it's just for printing or you can bring like your own laptop in that area and um, use your laptops. But the other computers are strictly for printing. That was really, it just is.
Speaker 1
So, um, how often do you guys see like teamwork, like how often do you guys participate in teamwork in the group?
Speaker 2
Um, with my, with my role in particular, we usually don't, and I don't want to believe see my room, cause I don't want to give up too much information.
Speaker 1
Oh No, no, that's perfectly fine. Are you able to like describe your, um, role, what you did say,
Speaker 2
Yeah. So, um, what was the question again?
Speaker 1
Yes, I was just asking you if you, um, participate in teamwork.
Speaker 2
Oh, Oh yes. So, um, teamwork. Um, so I sit behind a computer and I have, um, my colleagues that sitting next to me. But um, as far as teamwork, we usually know everything that we're doing. We usually don't, um, um, in Vera, how did to say, like for example, if I needed help with something or if my colleague asked me a question or if I needed help finding something, um, I can ask them and they'll help me look for something up on the computer or something like that. So as far as that, yeah. Uh, we do have teamwork. We do interact with each other.
Speaker 1
Okay. So, um, you say that you're using a computer, like when you're helping students?
Speaker 2
Yes. Okay. Students.
Speaker 1
So what kind of stuff do you do when you're helping students that are computer?
Speaker 2
Um, basically like anything they're looking for. So we have like screens, which will be my screen. And then we have the mirror screening. So while I'm like typing or looking something up on the computer, I can show, I can show it's basically going to mirror the computer for someone else to, um, for the students to look at. Yeah. So basically, if they are looking for something, like basically for example, we use the (group establishment) website, then I can help them find something on the website. Um, helped them if their looking for a book or article. Um, maybe if even if they need something like looking for something on campus, then I can help them with that as well. But yeah, basically like any kind of questions that they, um, anyone, the questions that they have, I can assist the student went,
Speaker 1
oh, okay. So that's, um, that's, that's really good. Um, I did notices students come up periodically. It usually, um, students come up to you guys. It's never, I never really seen a line in the library for like the student help them.
Speaker 2
No, it's, it's usually not a line. I may get someone asking me for help. Um, every like one person, every five, eight minutes or so, uh, someone will like walk up and need of assistance.
Speaker 1
So can you tell me a little bit about how you interact with the customers asking for help? Like do you have like something that you normally say to the customer when they first approached you or any like anything of that nature?
Speaker 2
Yes. Usually when he approached me I just say, hi, how are you doing? Or good morning, what can I do for you? And then they'll go a little into detail about, um, what they need help with. Um, usually my interaction with the, um, students here are usually, um, minimal. Like I said, they just have a specific question. I usually, um, know how to resolve any of their concerns or if I'm just pointing them into a direction of where they need to go. A lot of times people ask like, where's the Starbucks? Cause they know it's somewhere around here, but they just don't know exactly where, um, via basically that. and like telling them like about the computers and stuff. yeah, basically like that. Just put on a professional voice for them. I just put on a professional voice for the students. Um, and just be as helpful as you can as I can.
Speaker 1
I hear that you said that you put on a professional voice, is that correct?
Speaker 2
Yeah, it's just usually professional. Um, I don't talk to them like how I talk to my friends here, or how I talk to my colleagues here.
Speaker 1
So what you're saying is there is a difference between how you talk to your friends and your colleagues?
Speaker 2
Yeah. Um, so basically, um, like if I'm talking to a student, I'll tell him like, good morning, how are you doing? What can I do for you today? But if I see my colleague walking into work or when I sit out on my desk, my colleagues there, I will say something like, hey girl, hey, what's up? You know. Or, you know, something of that nature.
Speaker 1
So the language definitely different and the interaction is different?
Speaker 2
Oh yeah.
Speaker 1
Oh, okay. Yeah, I see what you're saying, which is good. It's always good to have, um, be professional in the workplace. So would you also say your behavior is different compared to students and coworkers?
Speaker 2
Yeah, yeah, absolutely. Um, in for example, um, I have, um, let's say I good posture for the most part, but when I'm just like not assistant, uh, not assisting a student, then, um, I might be like lean back in my chair and might have my hand on my head or looking down first time thing. Um, but when I, but when I'm with a student, like if a student worker, I was stood up, you know, straight in my bag, give them my undivided teaching nod head to again eye contact and really be, um, connected to what they're saying. But if it's like with my, um, if it was my coworker, sometimes I don't even have to turn my head to like talk to him cause I still be doing stuff on the computer as well. But yeah, with the students is definitely, um, giving them my undivided attention.
Speaker 1
Oh, perfect. Yeah, that's definitely always a good thing. So, heres another question. I want to know about some of the, um, things that you use here and at work to provide good service to the students. I'm like, what are some of the things you use to assist students?
Speaker 2
Uh, so for one we have, um, the computers, like I said, we use the computers to, um, find stuff, find information or a certain, then they're looking for anything you need help with. And, um, second mirror computer that very helpful because we don't have to necessarily, they turn our computers around. Um, they can already see what's going on on the computer. Um, yeah, the computer, uh, we have, um, telephones to make phone calls. Um, is that like, where are you saying like some, something similar to that? Yeah, absolutely.
Speaker 1
So would you say like without those you wouldn't be able to like complete your tasks, like as a good worker?
Speaker 2
Yes, I absolutely, we definitely need our computers to complete the task to help the customers.
Speaker 1
So I think that's everything I do want to thank you for your time. Thank you for everything you do here for the (groups establishment).
Speaker 2
Thank you for interviewing me.
INTERVIEW 3
Speaker 1
Hi. So thank you for doing this interview with me. I'm just going to ask you a few questions regarding your role and position as a worker here in the library. If you have any questions or you don't want to answer that question, just feel free to interrupt me at any time and then we can move from there. How's that sound?
Speaker 2
Oh, that's perfect. Thank you.
Speaker 1
You're welcome. Okay. So the first question is, what does a typical day at work for you?
Speaker 2
A typical day for me is usually me sitting behind my desk and assist the students in the printing station. Whatever questions that they might have about the computers or printers, then I basically just helped them with that.
Speaker 1
Uh, so I hear you say that, uh, you help with the printers and computers, is that right?
Speaker 2
Yeah, that's correct.
Speaker 1
So what kind of questions, um, do students normally ask you?
Speaker 2
One of the main questions is, um, how to print because here in the library we have cards that you have to put money on. A downsides students believe is that the card you have to put like a $10 minimum, which um, some, some people don't feel the need to put that much money when the is always had a problem. So I always have problems like with that. Um, other times even that people um, don't know how to print. There's two ways to print. So, um, some of the students will have difficulties with printing.
Speaker 1
Uh, what two ways do, what two ways are you able to print here?
Speaker 2
Um, one, like I said, you get the card, the, the car with a minimum and you swipe the card. Um, and the car can be reloaded. These second way is by using your student ID numbers. So on the computer, um, when you, um, go to print something you can press, you can press like control p and print and then you can input numbers that are behind the card and that, um, connect your card to that computer. So you're able to print your documents. And the other ways are student Id on the back of it, my student Id that has the Strip that where you don't have to purchase the car, you get this load money onto your student Id card and then you can print from there. Um, yeah, that's basically it with like, um, printing.
Speaker 1
Okay. So can you tell me like any other questions that students usually have?
Speaker 2
Yeah, absolutely. So, um, like besides the printers Everything is wrapped around printing, but other questions they might have is, um, not exactly know how to print. Um, sometimes students have simple questions like where's the printer? Um, I can just point and lead them to the printer. Other Times they have questions saying that the printer like took their money or the printer wasn't working. We also have, um, like if the printer's not load doesn't have paper, I can go load papers also. Um, something might pop up on a printer, like an error message that the students don't know how to clear out those. So I go and help clear them out. Um, and just to get them able to print their documents. Um, people also don't know that it's different settings on is different is for when you need to print something. Um, so for example, um, if you want to have it stapled or if you want to print like black and white and color, if you want holes punched in the, um, if your holes punched into your paper, then it settings on there as well. That helped me do that. Um, at the printers we actually have the last printer here. Um, it prints color. Um, it costs a little more than the average printing, but it prints excellent colors and students really enjoy that.
Speaker 1
Okay. So, um, do you guys work as a team or are you usually working individual?
Speaker 2
We are a team here. This area is a team. I do have coworkers that work with me. We don't, um, we don't necessarily have to work like this particular area i usually sit at or we'll have like another coworker working with me with. Sometimes I'm by myself. If someone else isn't working like in the station. But for the most part, um, I'm usually by myself. It might be someone else here or if I'm not working that day or whenever it'll be like, um, it can be like two people, one or two people are usually there to help. But there's always somebody there to help with the printing.
Speaker 1
So do you, um, enjoy like working? Like working as a team?
Speaker 2
Yeah. Um, cause sometimes it gets like lonely like being here by myself. Um, some of the students are aware of how to print services is not often that, um, like he's never, um, a bunch of people that need help. But at the same time I do help. That's why it's usually like one of us here. Um, but yeah, like when it is on those here to work with me, it makes the time go by faster. We get to like laugh or like do other things like on our computer or whatever. And I will work on my computer if i got homework or if I'm studying if there is no on. If there is students then I'm going to set assisting at the moment. Then I can just like work on a project or something.
Speaker 1
Okay, perfect. So what kind of, what kind of, um, what kind of things do you use to assist the students? Like for example, computers or things of that nature?
Speaker 2
Yeah, so, um, the main thing we just have like computers for them. If I need to print something for a student and we have computers here, um, of it, and then we'll also look at this other phone or whatever on test. But, um, not really. Um, nothing. Usually the things, it's just actually gone to the printer and helping the student at the printer of they need help or walking over to their computer and assisting him with, um, printing.
Speaker 1
Oh good. Perfect. So I noticed that you have a logo along with some of your other coworkers have logos on your shirt, Tell me a little bit about that.
Speaker 2
Uh, yeah, so we had these logos on shirts or hoodies. Um, different colors. It just helps students and anyone on the outside who's not familiar with the area or our group, it just helps people to know. Basically what we're here for is like, um, our uniform in a sense, a perfect cherry. You always wear your uniform for the most part I do. Um, I like to wear the Hoodie. The hoodie is very comfortable when it's like cold is warm and I'm now so I might just do a shirt. But um, yeah, I usually always wear the hoodie with the pockets.
Speaker 1
Oh, perfect.
So my coworkers like wearing the uniform, um, where we don't have too much of a problem with it. Like I said, it's not like strictly uniforms. Like, for example, if you, um, go to, uh, let me think of, let me think of a place where uniform, like maybe Mcdonald's, like if you go into Mcdonald's and they wear a uniform, but you wouldn't know that they are the workers, you will know that they, they're the workers. So our shirts and hoodies, um, just let students know that we're here to help. And when you pay attention to, you know, it's, it's a few of us that are working together, which was like scattered here and this area throughout, um, here in this area and the library.
Speaker 1
Okay. So, um, is there anything else besides the uniform and the computers that you guys use?
Speaker 2
Um, no, not really. That's pretty much everything.
Speaker 1
Okay and I do want to thank you for taking the time out to do the interview with me.
Speaker 2
My pleasure.
Content Analysis Methods
I began searching for sources through multiple locations via online after May 8, 2019. Some of the websites I used included YouTube, Facebook, Twitter, Google Reviews, and the group's website. Once I found approximately 30 sources, I uploaded them to Nvivo for coding and found different nodes that appeared more frequently than others. Once the nodes where discovered, I coded them and began to create my paper. I coded five nodes which were Diagnosis, Prognosis, Motivation, Agency and Identity; each node had three quotes.
Analysis
Diagnosis
The first node that was discovered through Nvivo was Diagnosis. The node Diagnosis is used to discover was is the groups problem or concern. Other ways of explaining Diagnosis is the reason the group was established. This quote was received from the group's website and is connected to Diagnosis because tells people of the library mission statement.
"The (Group name) supports the University mission of education, research and service. To this end, the Library selects, develops, manages and provides access to information resources; promotes the critical use of information for learning and research; and presents cultural and scholarly programming that serves the campus, region and beyond"
This next quote is from a google review and is connected to Diagnosis because someone else had a concern when visiting the groups establishment. This quote shows that someone enjoys visiting the group but also tells why someone has a problem with the group.
"It's a pretty great library. Lots of books, the system makes them easy to find, and it's open very late, but I only give it four stars because it's pretty noisy, which I guess the staff has little control over, but still, it's distracting. Whose idea was it to install those cat-walk-like things for the stairs? And what was the point of it? They make soooooooo much noise that can be heard throughout the library whenever anybody uses them."
Although the group was created to help students learn, sometimes not everyone is satisfied. I found the quote from a google review and connected it to Diagnosis because someone has a concern with the group.
"Worsed experience ......Loud & noisy....Specially Near starbucks area..students are so Loud...they don't even care about other people sitting right next to them. Common man fresno state is in the list of first 100 best public univ. but atleast library staff should post a sign for keep quit. ! needs more power outlets for laptops & USB charging ports for upcoming future electornic gadgets. WIFI is not that good !"
Prognosis
The second node o found using Nvivo is Prognosis. Prognosis is used to determine how the Diagnosis can be resolved. In other words, it means a solution to fix the group's problem. I found this quote from the group's website as it connects to Prognosis by telling how it helps students.
"As the Library of the future, it has bookshelves that move at the touch of a button! These moving bookshelves were installed to reduce book storage space and can hold more than 900,000 books. These shelves are the largest publicly accessed installation on one floor in all of North America. The (Group name) is constantly investing in newer technology for student success"
I found the first Prognosis quote from a YouTube video description. This quote connects to Prognosis because it informs the students the resource available to help them in college.
"This tutorial will show you how to find books and ebooks using (Group name) website. You'll also learn how to request books through Link+, the library's inter library loan system and how to get research help from a librarian."
I found this quote from the group's website and connect to prognosis because it talks about another solution and resources available to not only students but members of the public as well. This group also provides discounts to cards to the alumni.
"Community Borrowers CardThe Community Borrowers Card allows non-affiliated community members the ability to check out library materials and access the campus wireless network. The card does not enable remote access to the library's electronic resources. Cards are discounted for alumni"
Motivation
Motivation is a node used to determine why people should care about the group. I found this quote from a YouTube video's comment from student who used the library. This quote connects to motivation because it shows reason why people have used the library.
"Jes Hernandez 9 months ago - Library is great, but I hate the summer hours. I need a place to study late even in the summer. 7bir7 7 years ago - This is a good video tour of the library. This video helped in one of my assignments."
This quote was received from a Google Review of the group's website. The quote is connected to the motivation because it talks about the reason someone loved visiting the library. This quote is helpful to make others care about the group.
"A great library with a lot of resources! There are three floors. You have the basement where you can go study and get a supplemental instruction with certain topics and subjects. The regular floor s to check out stuff and to get help with the DiscoverE resources and where you can check out a computer."
I found this quote from the group's website and connected this quote to Motivation because is show resources available to students off-campus.
"OneSearch provides a simple way to discover the digital and print collections of the (groups name). Use OneSearch to: Search for books, ebooks, articles, videos, maps, and more. Discover and request materials from other CSU Libraries (using CSU+ Resource Sharing). Find course materials placed in the library by your professor (course reserves)"
Agency
The next node that I found through Nvivo was agency. Agency is used to tell the success stories and to empower people. Agency is also used to talk about the rewards for people. I decided to use this quote from twitter which shows the group allowing their students to present research in their establishment.
Twitter- 11:40 AM - 2 May 2019 Come to the (Hidden name) to see exciting student research presentations! Yesterday (Hidden name) welcomed a record number of students from around the state to the 40th Annual Central California Research Symposium. Here are some student research highlights from #(hidden hastag)
This next quote is from Facebook and talks about how the groups allowed people to use their establishment to cast their voting ballots. I connected this quote to Agency because it shows how the group was able to help them in a life changing experience.
"(Hidden name) is at (Hidden name). April 9 · (Hidden city) I am so honored to have been the first (Hidden name) student to cast their ballot using our polling stations located on the first floor of our (groups establishment)! Thank you to the current ASI staff and the (Hidden city) League of Women Voters for all that you have done and continue to do! This has been one of the most life changing experiences of my life"
This last quote is from is was retrieved from the group's website. It is connected to the node Agency because the group helps teacher learn new technology in order to successfully teach a course.
"Center for Faculty Excellence. The Center for Faculty Excellence provides faculty professional development, technology training, support and development of academic uses of technology. Located on the second floor of the (groups establishment) we are open Monday - Friday 8:00 a.m. - 5:00 p.m. Our phone is (hidden number)"
Identity
Identity is used to show the characteristics of the people within the group and what it means to be a part of the group. I chose this quote from twitter because it connects to Identity by showing how librarians care about and take time out to help students succeed in their future.
"Happening today in the (Group name)! Come write with us! Thursday, May 2nd from 4-6p.m. Write-in. Meet with a Librarian or Writing Center tutor to get to the next step in your writing process.?
This next quote was used from the group's Facebook account. This quote relates to Identity because it shows how a member is a part of the group and how she'll educate others on her journey.
"March 8 · Join us Sunday morning at 10:00 for KFSR's First Lady's Focus! Our guest will be (college name) dean of Library Services, Delritta Del Hornbuckle. We'll talk with her about her path to (college name) and her plans for the future of the (groups name). Tune in to 90.7 FM or listen online at www.kfsr.org. with Mary Castro and Julie Logan."
This quote was seen on the group's website in the feedback and comment section. This quote is connected to Identity because it shows the characteristics of the librarians and how they want to protect each other while still supporting the students.
"We always consider your feedback and suggestions, but have to consider that keeping the library open, and making sure that our resources and services are available, would have a significant financial impact and would create a burden for our employees (including student assistants) whom we rely on to staff our services. It also presents the challenge of ensuring that the library remains a safe place to work and study even with limited staff."
Henry Madden Library shared a post. ✍~~
April 9 ·
D'Aungillique Jackson is at Henry Madden Library. April 9 · Instagram ·
I am so honored to have been the first Fresno State student to cast their ballot using our polling stations located on the first floor of our Henry Madden Libra...
<Internals\\Henry Madden Library (@MaddenLibrary) ~ Twitter> - § 1 reference coded [3.61% Coverage]
Reference 1 - 3.61% Coverage
Research & Grad Studi…
Happening tomorrow: #CCRS2019 Come to the @MaddenLibrary @Fresno_State to see exciting student research presentations!
@fresnostateDRGS Apr 30
More 6 Reply Retweet Like
Henry Madden Library Retweeted Fresno Sta…
The 40th annual Central California Research Symposium celebrates undergraduate & graduate excellence in research w/over 250 student presentations.
Verified
@Fresno_State Apr 24
Join us Wednesday, May 1, from 8 am-7 pm in the @MaddenLibrary to see our very best
Worsed experience ......Loud & noisy....Specially Near starbucks area..students are so Loud...they don't even care about other people sitting right next to them. Common man fresno state is in the list of first 100 best public univ. but atleast library staff should post a sign for keep quit. ! needs more power outlets for laptops & USB charging ports for upcoming future electornic gadgets. WIFI is not that good !
<Internals\\Henry Madden Library - Google Maps (2)> - § 1 reference coded [24.28% Coverage]
Reference 1 - 24.28% Coverage
It's a pretty great library. Lots of books, the system makes them easy to find, and it's open very late, but I only give it four stars because it's pretty noisy, which I guess the staff has little control over, but still, it's distracting. Whose idea was it to install those cat-walk-like things for the stairs? And what was the point of it? They make soooooooo much noise that can be heard throughout the library whenever anybody uses them.
<Internals\\Mission & History ~ Henry Madden Library> - § 1 reference coded [2.50% Coverage]
Reference 1 - 2.50% Coverage
The Henry Madden Library supports the University mission of education, research and service. To this end, the Library selects, develops, manages and provides access to information resources; promotes the critical use of information for learning and research; and presents cultural and scholarly programming that serves the campus, region and beyond.
<Internals\\Center for Faculty Excellence> - § 1 reference coded [31.87% Coverage]
Reference 1 - 31.87% Coverage
Center for Faculty Excellence
The Center for Faculty Excellence provides faculty professional development, technology training, support and development of academic uses of technology.
Located on the second floor of the Henry Madden Library we are open Monday - Friday 8:00 a.m. - 5:00 p.m. Our phone is 559.278.6892.
<Internals\\Henry Madden Library - Posts ~ Facebook> - § 1 reference coded [1.61% Coverage]
Reference 1 - 1.61% Coverage
Tune in this Sunday to hear First Lady Mary Castro chat with our very own Dean of Library Services, Del Hornbuckle!
KFSR's First Lady's Focus Join us Sunday morning at 10:00 for KFSR's First Lady's Focus! Our guest will be
March 8 ·
<Internals\\Henry Madden Library (@MaddenLibrary) ~ Twitter> - § 1 reference coded [0.76% Coverage]
Reference 1 - 0.76% Coverage
Henry Madden Libra… Happening today in the Madden Library!
@MaddenLibrary May 2
More Come write with us!
<Internals\\Questions and Answers ~ Henry Madden Library> - § 1 reference coded [22.05% Coverage]
Reference 1 - 22.05% Coverage
We welcome your suggestion to be extend the library's opening hours. We always consider your feedback and suggestions, but have to consider that keeping the library open, and making sure that our resources and services are available, would have a significant financial impact and would create a burden for our employees (including student assistants) whom we rely on to staff our services. It also presents the challenge of ensuring that the library remains a safe place to work and study even with limited staff.
There are a number of 24/7 library resources and services that students and employees can access from anywhere, at any time of the day or night. Although we know that you would like the option of being able to visit the library building whenever you like, our statistics show that relatively few students use our services late at night. For these reasons, our decisions on the best opening times for the library are made based on actual demand and available resources.
<Internals\\10 Things You Should Know About the Henry Madden Library - YouTube\\10 Things You Should Know About the Henry Madden Library - YouTube Comments> - § 1 reference coded [50.00% Coverage]
Reference 1 - 50.00% Coverage
Library is great, but I hate the summer hours. I need a place to study late even in the summer.
<Internals\\OneSearch> - § 1 reference coded [4.35% Coverage]
Reference 1 - 4.35% Coverage
NEW SEARCH
6. As the Library of the future, it has bookshelves that move at the touch of a button! These moving bookshelves were installed to reduce book storage space and can hold more than 900,000 books. These shelves are the largest publicly accessed installation on one floor in all of North America. The Madden Library is constantly investing in newer technology for student success.
<Internals\\Finding Books Using the Henry Madden Library Website - YouTube> - § 1 reference coded [7.22% Coverage]
Reference 1 - 7.22% Coverage
Amanda Dinscore Published on Aug 7, 2013
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This tutorial will show you how to find books and ebooks using Fresno State's Henry Madden Library website. You'll also learn how to request books through Link+, the library's interlibrary loan system and how to get research help from a librarian.
In conclusion, I combined all three paper which included the observation, interview paper, and content analysis paper. I learned that the same nodes where used for the observation paper and the interview paper. I learned new nodes for the content analysis paper which were diagnosis, prognosis, motivation, identity, and agency. I overall learned that the group I study is an amazing group that achieves its goals of helping student in school achieve academic learning and provides members of the local communities with resources.
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