Linguistic Politeness in Jember University Library Services

Abstract

This study aims to examine linguistic and nonlinguistic features, service staging structures, and services requiring improvement regarding linguistic politeness at Jember University (UNEJ) Library. A qualitative design was employed, with data sourced from librarian-user interactions collected through observation, semi-structured interviews, and documentation. The data were analyzed using Brown & Levinson’s politeness strategies, Leech’s politeness maxims, Knapp, Hall & Horgan’s nonverbal communication, and Halliday & Hasan’s generic structure. The results show that politeness strategies are dominated by bald on record to maintain service efficiency and speed, yet librarians maintain politeness through the dominance of the tact maxim. Among the nonlinguistic features, hand gestures were the most dominant, followed by facial expressions, eye contact, and proxemics. Regarding the staging structure, service interactions are formed by combinations of obligatory and optional elements, producing minimalist and complex patterns. This study also identifies linguistic and nonlinguistic violations. The conclusion indicates that improving library services requires utilizing bald on record, positive politeness, and negative politeness strategies, as well as nonlinguistic features. Meanwhile, the circulation service needs improvement to generate more proactive and expressive speech patterns.