Relationships Matter

The December/January issue of ASIS&T Bulletin is devoted to virtual reference service. An article, “On the Trail of the Elusive Non-User,” by Marie Radford and her partners in the Seeking Synchronicity study reports on their research on why some students do not use chat services.

What I found most interesting about the article is what it says about why students use reference services, especially face-to-face (FtF) service. When so many college libraries are closing their reference desks, the key finding is that relationships matter. The authors state: “Relationships with knowledgeable librarians are highly valued by non-users, who believe that the traditional FtF format enhances their information search.”

The online surveys of non-users of VRS found that “Seventy-four percent preferred FtF reference help to either telephone or electronic formats, citing the knowledge, trustworthiness, friendliness and perseverance of their librarian among the most essential factors.” Participants rated FtF reference highly in terms of reliability and effectiveness and praised librarians who “gave good directions, walked them directly to resources or explained the classification system.” Graduate students in focus group interviews also reported that they preferred cultivating rapport with a single, knowledgeable specialist (librarian).

Unsatisfactory reference encounters were not related to format but were often blamed on individual librarians. Students referred to “the librarian’s actions (42%), taking too long, only pointing to the stacks, poor attitude (34%) or lack of knowledge (26%).”

We already know that students rely on their friends, family and faculty as information advisors. For librarians to be seen as trusted and knowledgeable providers of information, we need to do everything we can to cultivate personal relationships at the reference desk, in the classroom, or in our offices.