Face to Face Transaction

I decided to visit a local library, but one I am not entirely familiar with. I approached the reference
desk, where the librarian was avidly typing on her computer. When I arrived at the desk, she looked
up briefly before her eyes turned back towards her computer screen, offering a half-hearted “Can I
help you?” I asked where I could find the books about travel. She continued typing as she told me
it depends on if I wanted something new or old. When I answered the more current the better, she
finally ceased typing long enough to point in the direction of the new travel books.
I took control of the conversation then and asked if there was anything about Canada. She stopped
typing and apologized, explaining that she was finishing writing an extremely important email. She
repeated my inquiry and began conducting a search on the online catalog. She asked questions,
which eventually led to my revealing I desired information about the best and safest ski resorts in
Ontario. During the entirety of our conversation, she failed to show me the results on her computer.
After jotting down a couple of call numbers, she slid a small piece of paper toward me and directed
me to the location of the books. The last I heard from her was an “I hope you find what you’re
looking for.”
From the start, I did not feel welcome or comfortable asking for help because of the manner in
which I was treated. Chapter two in the textbook identifies some behaviors that make librarians less
approachable, including “failing to change body stance as the user comes closer” (Cassell, 2018, p.
17). Although I was acknowledged, the librarian continued typing on her computer. Also, instead
of negotiating the question, the librarian was content with sending me off without ensuring that she
fully understood my request. There was no rapport established between the two of us.
Additionally, I was not included in the search strategy. The majority of the research process was the
librarian silently searching on her computer. The reference encounter is “as much a chance to learn
as it is to teach” (Cassell, 2018, p. 20). However, by not engaging in the search together, that piece
was missing from the experience. The one redeeming element of the service I received was that the
librarian did ask open-ended questions to help narrow the search.
Lastly, I was left with an “I hope” from the librarian, which does not provide any guarantees that I
will find the correct information. Luckily, I was able to find what I needed, but I was under the
impression that the librarian was attempting to end the encounter as quickly as possible. Overall, I
would rate the experience a 2 out of 5. Even though I did ultimately find what I was looking for, the
majority of the reference experience is feeling welcome and involved with the search, of which I
felt neither.
Phone Transaction
I chose a different library from the previous one for the phone transaction. The librarian who
answered the phone had a pleasant tone of voice, asking how she can help. I explained that I was
discussing Hispanic Heritage month with the students I work with and am searching for books that I
can relate to the discussion. Immediately, she told me she was happy to help and asked about the
age range I work with and what I was looking for in terms of focus. I clarified that I work with first
through fifth grade and would prefer books covering culture and traditions. She explained to me
that she was going to begin a search on the online catalog. To narrow her search, she inquired if I
was strictly interested in nonfiction titles or would I consider fiction as well. I told her I was most
interested in picture books that are nonfiction. As she was searching, she repeated my specific
requests to assure that she was locating appropriate results. After giving some suggestions, she
offered to set any books aside for me if I was able to come into the library to peruse them. I
accepted her offer and told her I would be in later that afternoon. After informing me that the books
would be waiting at the circulation desk, she asked if there was anything else she can do to help.
Overall, I was incredibly pleased with this encounter. Immediately upon answering the phone, the
librarian kept her tone of voice pleasant and welcoming. The success of a reference interview over
the phone is predominately determined by a person’s manner of speaking, considering the librarian
is unable to see the patron. Her positive inflection implied that she was not only able to help, but
also willing. After explaining my situation, the librarian did not hesitate to begin asking open-ended
follow up questions to ensure she fully understood my inquiry. She asked clarifying questions such
as the age group I work with and the focus I desired in terms of subject matter.
Additionally, she repeated all of the information back to me as she was searching to guarantee she
was conducting a proper search. The only negative to receiving reference assistance over the phone
is I was unable to see the results she was receiving on her computer. I had to trust that she was
searching accurately enough to find and select the most useful titles for me. She also offered a
solution for me to receive the materials at my earliest convenience by pulling them off of the shelf
for me, which was extremely helpful. I would rate this experience a 4 out of 5. If I had this librarian
assist me face-to-face, the service would most likely be impeccable. However, I struggle with
receiving help over the phone because it is more difficult to make a valuable connection.
Virtual Transaction
I took advantage of an instant chat feature on a local library’s website in order to complete my
virtual reference interview. I had never communicated with a librarian in an online chat before, so
was unsure what to expect. However, I approached it just as I would if I was at the library in
person. A drop down feature on the website allows users to select the department they wish to
communicate with, so I chose reference. There was no indication that someone was available to
chat, but I decided to pose my question, asking if the library carried any books about lactose
intolerance. I waited about five minutes for a response, but I assumed the librarians could be
assisting other patrons. When someone did reply, it was to ask if I tried the online catalog. I replied
that I had but I was unsure which books were going to be most helpful. Finally, I was asked for
specifics about my requests. I explained that I was most specifically interested in recipes that are
dairy free, as well as advice about transitioning to a dairy free lifestyle. After waiting approximately
another five minutes, the librarian replied with a list of titles and bibliographic information to help
me locate the books. Before leaving the chat, she told me that these were the titles they had on hand
at the library, and also asked if she can be of any further help.
The most difficult part about a virtual reference interview is that the librarian and the user have no
way of assessing each other’s “tone of voice, facial expressions, and body language” (Cassell,
2018, p. 24). This alone makes it extremely difficult to ensure proper and sufficient
communication. However, virtual reference interviews should also follow the same procedure as
face-to-face interviews, including “responding promptly to the user, being interested in the user’s
question, and developing a rapport with the user” (Cassell, 2018, p. 24). I felt the interview was
lacking in these areas. The librarian did not respond promptly, and there I never even received a
message or any indication that someone would be with me shortly. When someone finally did
communicate with me, she did not seem interested in my request, but more so attempted to send me
off to locate the answer independently.
Also, there was no rapport established between the two of us. It solely felt like a business
transaction where I desired a service and she provided one to me. She did ask a few follow-up
questions, however, to narrow the results she provided for me. I also appreciated that the titles she
offered me were materials that the library currently had on the shelves. I would rate this encounter a
2 out of 5 because it did not feel much like a conversation and I was not included much in the
search process.

Reference
Cassell, K. A., & Hiremath, U. (2018).Reference and information services: An introduction .
Chicago: ALA Neal-Schuman.