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Erving Goffman's theoretical framework and concept of face-work has the potential to greatly increase the understanding of interpersonal dynamics in computer-mediated communication realms. This research used an ethnography of communication approach and the concept of face-work to analyze the transcript of an interaction between a librarian and a library user in a Web-based virtual reference service environment. This highly goal-oriented interaction, even though it lacks the immediacy of face-to-face interaction, was found to be a rich source of face-work. [ABSTRACT FROM AUTHOR]

Focuses on the several representation of libraries and librarians from modern popular culture. Role of the institution in the production and maintenance of knowledge and power; Existence of the library as the ultimate symbol of discursive control and order; Recognition of the fear of library as an element of surveillance.

Studies the importance of interpersonal communication in academic reference interactions. Definition of critical incident technique; The two dimensions of direct interaction--content and relational; Ideas for balancing the relational and informational needs of the user; How the quality of reference interactions are perceived by users and librarians.