Introduction
This essay explores the dynamics of reference and information services through personal interactions with librarians in both physical and virtual settings. As part of a study in reference services, I engaged in two interactions—one in-person at a university library and one online via a chat platform with a public library—to seek assistance for a hypothetical research project on the impact of social media on mental health among young adults. The purpose of this essay is to synthesise my observations and experiences with key concepts from the field of library and information science, drawing on foundational texts such as Cassell and Hiremath (2022) and relevant scholarly literature. By evaluating the quality of service received, interactional dynamics, and the application of reference service principles, this essay aims to provide a critical reflection on how librarians facilitate access to information in diverse contexts. The discussion is structured into three main sections: an overview of the interactions, an analysis of service quality and interactional cues, and a connection to broader theoretical concepts in reference services.
Overview of Reference Interactions
The first interaction occurred in-person at a university library, where I approached the reference desk to inquire about locating peer-reviewed articles on the mental health effects of social media. I was greeted warmly by the librarian, who guided me through the library’s online database system and recommended specific journals. The second interaction was conducted virtually through a chat service provided by a public library, where I asked for assistance in finding recent statistics or government reports on the same topic. The response was prompt, with the librarian directing me to credible online resources, including reports from official health organisations. Both interactions were designed to reflect typical user inquiries, aligning with the everyday examples provided by Cassell and Hiremath (2022), such as seeking academic sources or authoritative data for research purposes. During the in-person visit, I also briefly observed other users at the reference desk, noting how the librarian adapted their tone and pacing to suit individual needs. These experiences provided a foundation for evaluating the practical application of reference service skills in distinct environments.
Analysis of Service Quality and Interactional Dynamics
The quality of service in both interactions was generally positive, though subtle differences emerged due to the mode of delivery. In the physical setting, the librarian’s attentiveness was evident through non-verbal cues such as maintained eye contact, a friendly tone, and deliberate pacing when explaining database navigation. These elements fostered a sense of trust and engagement, aligning with Cassell and Hiremath’s (2022) emphasis on the importance of approachability in reference interviews. However, a minor limitation was the brief interruption caused by another user, which momentarily disrupted the flow of our conversation. This observation highlights a practical challenge in busy library environments, where librarians must balance multiple demands simultaneously.
Conversely, the virtual interaction via chat lacked the personal touch of face-to-face communication. While the librarian’s responses were clear and efficient, the absence of tone or facial expressions made it harder to gauge their level of engagement. Nevertheless, the speed of the response and the provision of direct links to resources demonstrated competence and a user-focused approach. This aligns with research by Radford (2006), who notes that virtual reference services often prioritise efficiency but may struggle to replicate the interpersonal connection of in-person interactions. Observing other users at the university library further revealed variations in interactional dynamics; for instance, a seemingly frustrated user received patient, slowed-down explanations from the librarian, showcasing adaptability—a key skill in reference work (Cassell and Hiremath, 2022). These experiences underline how small cues and situational factors influence the perceived quality of service.
Connection to Theoretical Concepts in Reference Services
Linking my observations to broader concepts in reference and information services, several principles from the literature are evident. Firstly, both librarians demonstrated core competencies of the reference interview, such as clarifying the user’s needs and providing tailored resources, as outlined by Cassell and Hiremath (2022). In the in-person interaction, the librarian employed open-ended questions to better understand my request, a technique advocated for uncovering the true nature of an inquiry. In the virtual setting, while such probing was limited due to the chat format, the librarian still ensured relevance by suggesting specific, authoritative sources like government health reports. This reflects the principle of accuracy and reliability in information provision, a cornerstone of effective reference services.
Furthermore, the interactions highlight the evolving nature of reference work in digital and hybrid environments. As Saunders et al. (2013) argue, librarians must adapt to technological platforms while maintaining user satisfaction, a balance evident in the online chat service I experienced. However, the lack of personal connection in the virtual space echoes concerns raised in the literature about the risk of transactional rather than relational interactions (Radford, 2006). Indeed, while both librarians provided useful information, the in-person setting arguably offered a more holistic experience due to the interpersonal rapport established. This raises questions about the limitations of virtual services in replicating the nuanced support of physical reference desks, an area worthy of further exploration.
Another relevant concept is the role of observation in understanding service delivery. By noting interactional dynamics with other users during my in-person visit, I gained insight into how librarians manage diverse needs under pressure. This aligns with Bopp and Smith’s (2011) discussion of adaptability and emotional intelligence in reference work, where librarians must read situational cues and adjust their approach accordingly. Although my analysis is limited to brief observations, it underscores the complexity of reference services beyond individual interactions, encompassing broader environmental and interpersonal factors. Therefore, these experiences not only reflect theoretical principles but also illustrate their practical application in real-world settings.
Conclusion
In conclusion, my interactions with reference and information services in both physical and virtual contexts revealed key strengths and challenges in the delivery of user support. The in-person interaction excelled in fostering engagement through non-verbal cues and adaptability, while the virtual service prioritised efficiency and accessibility, albeit with reduced interpersonal connection. These findings resonate with theoretical concepts from Cassell and Hiremath (2022) and scholarly literature, particularly around the reference interview, technological adaptation, and interactional dynamics. The subtle differences between the two modes of service delivery highlight the need for librarians to balance efficiency with empathy, regardless of the platform. For future implications, libraries might consider integrating training that enhances virtual communication skills to bridge the relational gap, ensuring that users receive consistent quality across environments. Ultimately, this reflection has deepened my understanding of reference services as a multifaceted field that requires both technical expertise and nuanced interpersonal skills to meet diverse user needs effectively.
References
- Bopp, R. E. and Smith, L. C. (2011) Reference and Information Services: An Introduction. 4th edn. Santa Barbara, CA: Libraries Unlimited.
- Cassell, K. A. and Hiremath, U. (2022) Reference and Information Services: An Introduction. 4th edn. Chicago, IL: ALA Neal-Schuman.
- Radford, M. L. (2006) Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference. Journal of the American Society for Information Science and Technology, 57(8), pp. 1046-1059.
- Saunders, L., Rozaklis, L. and Abels, E. G. (2013) Repositioning Reference: New Methods and New Services for a New Age. Lanham, MD: Rowman & Littlefield.
