This week, I visited the Norwalk Public Library in Norwalk, Connecticut and Hilton S. Buley Library at Southern Connecticut State University (SCSU) in New Haven, Connecticut, in order to complete an assignment for Reference Service and Materials. The object of the assignment was to compare the reference services of a public library and an academic library. This comparison was based on two factors: observation of the reference librarian’s interactions with other patrons, and a personal interaction with the librarian about a supposed paper assignment. For both libraries, my “research topic” was George W. Bush. Overall, I found reference services at both libraries to be satisfactory.
Norwalk Public Library: Observation Factor
I observed the reference desk at the Norwalk Public Library on Thursday, February 11, 2010 from approximately 3:00 p.m. to 4:00 p.m. I had an unobstructed view of the reference desk and I was also close enough to hear parts of transactions between the librarian and patrons. Activity at the desk varied during my observation. Sometimes, no patrons were approaching the desk; other times, there was a short line. The desk was staffed by one librarian for the majority of the time that I observed; when that librarian left briefly, the desk was not staffed. However, there were no patrons waiting at that time.
Overall, the reference librarian met the Reference and User Services Association’s (RUSA) Guidelines for Behavioral Performance of Reference Service Providers. She showed that she was approachable by being present at the reference desk, and by verbally and nonverbally acknowledging patrons when they came towards her. (2010) She showed interest by facing the patrons and her voice was clear and pleasant. Also, she asked follow-up questions, as recommended by Cassell. (2009, p. 21) For instance, one person was looking for a book that was currently checked out of the library. The reference librarian asked him if she could recommend other books, or if he wanted her to reserve it for him when it was returned to the library.
Norwalk Public Library: Personal Interaction Factor
The reference librarian’s service with me was similar to the service I observed for other patrons. When I approached the desk, she faced me, smiled, and said hello. I said, “I’m looking for information on George W. Bush.”
She replied, “Okay…” Her tone invited me to explain more. Perhaps she did not want to directly ask me why I was seeking this information. (Bopp, 2001, p. 57) I responded that I had to write a three-page paper about him, and she asked if I was “looking for a particular slant.” I responded that the paper was supposed to be neutral, at which point she chuckled and said that it was a good thing I was writing the paper and not her. Her tone, although good-humored, implied that she disliked George W. Bush. Then she asked if I would like to start with biographies and then look at “some articles.”
I responded positively and the librarian walked me to the biography section and pointed out several books I could use. This is in line with RUSA guidelines on searching, which state that a reference employee should “accompany the patron in the search.” (2010) Then she followed up by asking if this was what I “had in mind,” and saying that I could return to her for help finding magazine articles.
This librarian’s service was very positive. She followed RUSA guidelines and met many of Bopp and Smith’s criteria for a high-quality reference interview. She helped clarify the information that I needed by asking closed questions. (Bopp, 2001, p. 55) Her follow-up at the end of our transaction invited me to return to her if I needed more help. (Cassell, 2009, p.21) The only negative part of our interview was that she made a non-neutral comment about my research topic. Despite that, I felt satisfied with the transaction and would certainly return to the Norwalk Public Library.
Hilton C. Buley Library: Observation Factor
I visited SCSU’s Buley Library on Saturday, February 12th from approximately 10:00 a.m. to 11:00 a.m. There were few patrons at the library during this time. I had an unobstructed view of the reference desk, and I was able to hear the librarian and patrons. One physical aspect that detracted from approachability was that there was a “Reference Desk Closed” sign on the desk, even though the reference desk was open.
The librarian was engaged in a reference transaction when I arrived, which lasted close to thirty minutes. One helpful feature of the Buley reference desk was an extra computer monitor set up so the patron could see what the librarian was finding on the web. In this case, the librarian was finding information on housing appraisals for the patron; the patron asked many questions – some which were relevant to her search and some which were about the librarian’s personal life – and the librarian remained patient and professional. The patron was so pleased with the service that she tried to tip the librarian at the end of the transaction. The librarian politely refused. What I saw of this transaction was certainly within RUSA guidelines. (2010)
Hilton C. Buley Library: Personal Interaction Factor
After that transaction was over, I approached the reference desk. The librarian did not look up from her computer. I verbally initiated contact with the librarian and she responded. I told her about my research topic and she asked what kind of sources I wanted. I responded that I was looking for magazine articles and books. She showed me how to find magazine and journal articles via the Buley homepage, and then she showed me how to search CONSULS for books. I found a book that I wanted, and she showed me where the book was located using a map of the library. She did not accompany me to find the book, but as she was the only staff member in sight, she probably needed to stay at the desk in case other patrons needed help. She did not invited me to return if I needed more help.
The librarian at Buley was less approachable than the librarian in Norwalk because of her initial body language. (RUSA, 2010) However, I was satisfied with the interest, inquiry, search, and follow-up aspects of our transaction. (Cassell, 2009, p. 12) I would return to Buley Library for future research.
References
Bopp, Richard E., and Linda C. Smith. 2001. Reference and Information Services: An Introduction. Englewood, CO: Libraries Unlimited.
Cassell, Kay Ann, and Uma Hiremath. 2009. Reference and Information Services in the 21st Century: An Introduction. New York: Neal-Schuman Publishers, Inc.
Reference and User Services Association. 2010. “Guidelines for Behavioral Performance of Reference Service Providers.” 14 February 2010.
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