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This naturalistic study examined the role of nonverbal communication in the academic library. The decision to approach or not approach a reference librarian was studied through the use of Mehrabian's immediacy metaphor, and it was hypothesized that the nonverbal behavior of the librarian is related to the user's decision. Contains 53 references. (Author/LRW)

Librarians and library users were interviewed about their perceptions of actual reference encounters in academic libraries. Results demonstrate that a communication-centered approach to reference encounters provides rich insights into the interpersonal dynamics between librarians and users. An appendix presents some interview responses. (JMV)

This investigation explores the initial impact of the COVID‐19 pandemic on live chat virtual reference services (VRS) in academic libraries and on user behaviors from March to December 2020 using Goffman's theoretical framework (1956, 1967, 1971). Data from 300 responses by academic librarians to two longitudinal online surveys and 28 semi‐structured interviews were quantitatively and qualitatively analyzed. Results revealed that academic librarians were well‐positioned to provide VRS as university information hubs during pandemic shutdowns. Qualitative analysis revealed that participants received gratitude for VRS help, but also experienced frustrations and angst with limited accessibility during COVID‐19. Participants reported changes including VRS volume, level of complexity, and question topics. Results reveal the range and frequency of new services with librarians striving to make personal connections with users through VRS, video consultations, video chat, and other strategies. Participants found it difficult to maintain these connections, coping through grit and mutual support when remote work became necessary. They adapted to challenges, including isolation, technology learning curves, and disrupted work routines. Librarians' responses chronicle their innovative approaches, fierce determination, emotional labor, and dedication to helping users and colleagues through this unprecedented time. Results have vital implications for the future of VRS. [ABSTRACT FROM AUTHOR]

Reports on the results of a material availability study in which academic library users were surveyed to determine their success in obtaining materials. Models of materials availability; Transaction log analysis; Differences in self-reported and actual search behavior of library users.

Examines the role of nonverbal communication in the academic library. Details on crucial aspects of reference desk encounters; Information on librarian-user interactions; Reference to literature written on the role of nonverbal communication in the reference encounter.