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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]

Purpose: Scholarly identity refers to endeavors by scholars to promote their reputation, work and networks using online platforms such as ResearchGate, Academia.edu and Twitter. This exploratory research investigates benefits and drawbacks of scholarly identity efforts and avenues for potential library support. Design/methodology/approach: Data from 30 semi-structured phone interviews with faculty, doctoral students and academic librarians were qualitatively analyzed using the constant comparisons method (Charmaz, 2014) and Goffman's (1959, 1967) theoretical concept of impression management. Findings: Results reveal that use of online platforms enables academics to connect with others and disseminate their research. scholarly identity platforms have benefits, opportunities and offer possibilities for developing academic library support. They are also fraught with drawbacks/concerns, especially related to confusion, for-profit models and reputational risk. Research limitations/implications: This exploratory study involves analysis of a small number of interviews (30) with self-selected social scientists from one discipline (communication) and librarians. It lacks gender, race/ethnicity and geographical diversity and focuses exclusively on individuals who use social networking sites for their scholarly identity practices. Social implications: Results highlight benefits and risks of scholarly identity work and the potential for adopting practices that consider ethical dilemmas inherent in maintaining an online social media presence. They suggest continuing to develop library support that provides strategic guidance and information on legal responsibilities regarding copyright. Originality/value: This research aims to understand the benefits and drawbacks of Scholarly Identity platforms and explore what support academic libraries might offer. It is among the first to investigate these topics comparing perspectives of faculty, doctoral students and librarians. [ABSTRACT FROM AUTHOR]

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]

This article responds to Wayne Wiegand's argument that the library, and information science field has failed in the past to extend its research and inquiry by exploring theoretical perspectives from disciplines outside the LIS field. It provides a brief introduction to the cultural studies approach using an application of the work of Smart Hall to a popular and ever present cultural icon: the media stereotype of the female librarian. The film Party Girl is analyzed which contrasts two stereotypical images: the party girl and the female librarian. We argue that adopting a cultural studies approach to an analysis of a longstanding problematic image for LIS does allow a new vantage point for interpretation of media images of the profession. This wider focus allows a rethinking of the basic assumptions that have been made by the profession and acknowledges that there are potentially many different ways to see the same phenomenon, or perhaps to see phenomena for the first time, which were previously in our blind spots. [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.

Focuses on the stereotypes which are aimed towards female librarians. Indepth look at the professional aspects of librarianship; Reason female librarians are stereotyped; Examination on the role of librarians within the society.

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.

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.

This investigation of new approaches to improving collaboration, user/librarian experiences, and sustainability for virtual reference services (VRS) reports findings from a grant project titled 'Cyber Synergy: Seeking Sustainability between Virtual Reference and Social Q&A Sites' (Radford, Connaway, & Shah, -2014). In-depth telephone interviews with 50 VRS librarians included questions on collaboration, referral practices, and attitudes toward Social Question and Answer (SQA) services using the Critical Incident Technique (Flanagan, ). The Community of Practice (CoP) (Wenger, ; Davies, ) framework was found to be a useful conceptualization for understanding VRS professionals' approaches to their work. Findings indicate that participants usually refer questions from outside of their area of expertise to other librarians, but occasionally refer them to nonlibrarian experts. These referrals are made possible because participants believe that other VRS librarians are qualified and willing collaborators. Barriers to collaboration include not knowing appropriate librarians/experts for referral, inability to verify credentials, and perceived unwillingness to collaborate. Facilitators to collaboration include knowledge of appropriate collaborators who are qualified and willingness to refer. Answers from SQA services were perceived as less objective and authoritative, but participants were open to collaborating with nonlibrarian experts with confirmation of professional expertise or extensive knowledge. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to use the work of philosopher Slavoj Žižek to gain insights into representations of the librarian and the library in contemporary popular culture. Design/methodology/approach – A psycho-analytic reading of the comic book series Rex Libris using Slavoj Žižek’s treatment of Jacques Lacan. Findings – Žižek’s approach can provide novel and previously unconsidered insights into the understanding of librarian stereotypes in particular and representations of the library in general. Research limitations/implications – This paper is limited to the representations of the librarian and the library in one comic book series. Its findings need to be generalized to representations in other forms of popular culture. Originality/value – As far as the authors know, this is the only paper that has applied the work of Žižek in the library and information science (LIS) literature. As such, not only are the insights into the representations of librarians and libraries important, this paper also acts as a valuable introduction to the work of Žižek for the LIS community of scholars. [ABSTRACT FROM AUTHOR]

Purpose – Using Michel Foucault’s notion of heterotopia as a guide, the purpose of this paper is to explore the implications of considering the library as place, and specifically as a place that has the “curious property of being in relation with all the other sites, but in such a way as to suspect, neutralize, or invent the set of relations that they happen to designate, mirror, or reflect” (Foucault, 1986a, p. 24). Design/methodology/approach – The paper draws upon a range of literary examples and from biographical accounts of authors such as Alan Bennett, Michel Foucault, and Umberto Eco to show how the library space operates as a heterotopia. Findings – The paper finds that drawing together the constructs of heterotopia and serendipity can enrich the understanding of how libraries are experienced as sites of play, creativity, and adventure. Originality/value – Foucault’s concept of heterotopia is offered as an original and useful frame that can account for the range of experiences and associations uniquely attached to the library. [ABSTRACT FROM AUTHOR]

Virtual reference services (VRS) and social question and answer (SQA) are two different platforms that share many facets of their functionality, leading to an opportunity to create synergic solutions by bringing complimentary aspects of these services together. This article describes the use of participatory design, a method commonly used in human-computer interaction (HCI), for investigating design and deployment challenges to create a new hybrid question-answer (Q&A) system. A set of three design sessions was conducted with 17 experts from academia and industry. These semi-guided discussions asked the experts for their opinions and suggestions on various issues concerning what a potential hybrid Q&A system could look like. In addition, the participants were encouraged to provide design and implementation ideas based on expertise in their relative fields. The suggestions, comments, and ideas resulted in the development of 11 themes within three categories: (1) provision of more information; (2) provision of control; and (3) focus on user-friendly design. This paper provides details of the method, the sessions, and the design suggestions including the 11 themes and three broad categories. The paper provides a synthesis of the implications of the findings for virtual reference and social Q&A service providers and system designers. Finally, the participatory design method is compared to other methods, and implications for its use in library and information science are presented. [ABSTRACT FROM AUTHOR]

The article focuses on reactions to and topics of a speech given by Lee Rainie, Director of the Pew Internet & American Life Project, at the 2013 Reference and User Services Association (RUSA) President's Program at the Annual Meeting of the American Library Association held in Chicago, Illinois on June 29, 2013. Topics include the impact of the technology revolution on patron expectations of libraries, demographic groups that visit libraries most, and the reasons why patrons visit libraries.

Abstract: Research reveals that users of virtual reference services (VRS) value accurate answers to their queries and a pleasant interpersonal encounter. Findings from a longitudinal study compare two sets of randomly selected VRS transcripts, one of 850 live chat sessions from 2004 to 2006, and the second of 560 live chat and instant messaging (Qwidget) sessions from 2010. The investigation of the international QuestionPoint (OCLC, 2012) transcripts includes comparisons by query type (e.g., ready reference, policy and procedural, subject search) and by accuracy of answers to the subset identified as ready reference (e.g., fact-based queries). Findings indicate that percentages of ready reference queries are remaining stable, having increased slightly from 27% (243 of 915 queries found in 850 transcripts) in 2004–2006 to 31% (179 of 575 queries found in 560 transcripts) in the 2010 dataset. Additionally, accuracy of answers was found to have improved. The percentage of correct and complete responses with citations given by VRS librarians or staff members answering ready reference questions was found to have increased from 78% (141) in 2004–2006 to 90% (151) in 2010. [Copyright &y& Elsevier]

Purpose – Deaccessioning, the deliberate culling, disposing, or selling of books from a collection, is one of the most controversial aspects of the collection development function of the library. This article aims to examine what can become of this universe of deaccessioned books through a consideration of two alternative libraries, or libraries-which-are-not-libraries. The existence of such alternative libraries allows one to address questions such as: Can the value of a deaccessioned book be reclaimed and, if so, how? Do these books continue to have a voice and, if so, what is it possible for that voice to say? Design/methodology/approach – The themes are explored through the work of Michel Foucault, in particular the analyses of statements and discursive formations found in his book, The Archaeology of Knowledge. Findings – Foucault's work is found to offer a means by which to conceptualize and describe the place and value of deaccessioned books as they are reclaimed by the alternative library. Originality/value – What is new in this article is the consideration of books and other texts that are otherwise considered worthless by the institutions that deaccession them. The librarians and artists who bring these texts back to life say something unique about the value of texts in contemporary society. [ABSTRACT FROM AUTHOR]

The article discusses the use of virtual reference services (VRS) in libraries, focusing on the process of query clarification in live chat scenarios. It presents a study of live chat transcripts between reference librarians and library users, offering qualitative analysis of transcripts from the cooperative reference service QuestionPoint, from the Online Computer Library Center (OCLC). The study reports on the actions of both librarians and researchers in clarifying information during the searching process. Topics include differences between VRS and face-to-face (FTF) reference services, the ratio of self-generated queries against imposed queries, and the accuracy of queries.

The project, ''Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives,'' studied the habits and needs of virtual reference services (VRS) users to identify characteristics for informing library system and service development. The results of the online surveys and telephone interviews for users of VRS are the focus of this paper. One hundred thirty-seven VRS users completed web-based online surveys and 76 completed telephone interviews. Both quantitative and qualitative data were collected and analyzed using descriptive statistics, grounded theme analyses, and the Critical Incident Technique. Findings indicate that participants had used other modes of reference service. However, they found chat reference to be the least intimidating mode. The leading factor for choosing VRS was convenience. Anytime/anywhere access to VRS, its immediacy, and efficiency were factors in service selection. Knowledgeable librarians with positive attitudes and good communication skills also were found to be critical. Results for members of the Net Gen were compared to those of older adults. Both Net Gen (Net Generation) and adult participants were likely to be repeat users and had positive reactions to VRS. Net Gens were more likely to use the service if it was recommended to them. It was also more desirable to the younger VRS users to have the ability to develop a personal relationship with the librarian and to interact with a specific, familiar librarian. Users of VRS want librarians to provide specific information quickly, through a variety of formats. This article provides implications and recommendations for practice and library education. Librarians need to provide accurate information in a variety of service modes in a hybrid reference model that provides convenient, authoritative, reliable services to meet an array of diverse needs and communication preferences. [ABSTRACT FROM AUTHOR]

The author reflects on the renewal and revitalization of library reference services. Creative approaches to digital and face-to-face reference services are explored and include the ASK cart at the Thun Library, Penn State, library house calls to faculty offices and academic departments, and chat reference. Collaboration among librarians and barriers to service excellence are also discussed.

A challenge facing libraries is to develop and update collections and services to meet the needs of the multiple generations of users with differing approaches to information seeking. The different characteristics and information needs of 'Baby Boomers' and 'Millennials' present a dichotomy for library service and system development. Results are reported here for two research projects that investigated habits and needs of library users and non-users. Both studies sought to identify how and why individuals seek and use information. The first study deals with the findings of focus group interviews with seventy-eight randomly selected participants, and fifteen semi-structured interviews with a subset of these participants. The second study reports the results of focus group interviews with twenty-three Millennials, and an analysis of 492 virtual reference services (VRS) transcripts. The studies indicate that both generations consistently identify Google and human sources as the first sources they use for quick searches. The younger Millennials mentioned consulting parents most frequently, while the older Millennials consult friends and professors. Baby Boomers indicate that they consult their personal libraries and colleagues. The findings have implications for the development of next generation library online catalogs, as well as services, including VRS. [ABSTRACT FROM AUTHOR]

The article provides information regarding the research in virtual reference environments in the U.S. The author infers that an extraordinary interesting and somewhat paradoxical patter is revealed in comparing trends in use statistics in academic versus public libraries over several years. Maybe because of their elusive nature, the information-seeking behaviors of non-user of library systems and services are seldom addressed directly in the library and information science literature. According to the conclusion of most research, libraries are not usually the first choice of people looking for information.

Abstract: Using the multiple-case study method, this research investigates reasons why nine virtual reference (chat) services have been discontinued. The investigation of these five academic, one public, and three consortial chat services was conducted through structured e-mail and telephone interviews with the library decision makers and analysis of available reports and documents. The major reason for discontinuation was funding problems, followed by low volume (including low volume by target audience). Other reasons were staffing problems, technical problems, and institutional culture issues. Staffing issues included the need for comfortable staffing patterns, maintenance of sufficient volume to maintain proficiency, and cultivation of positive attitudes. Technical problems centered on software malfunctions and connectivity difficulties. Within two of the consortia, different patterns of funding, staffing, and mission posed difficulties for blended cultures that caused the consortia to break up. Despite all these issues, the possibility of restarting chat services, perhaps in consortia or with simpler chat software, exists for all services, with two services desiring to restart when funds and reorganization permit. [Copyright &y& Elsevier]

Synchronous chat reference services have emerged as viable alternatives to the traditional face-to-face (FtF) library reference encounter. Research in virtual reference service (VRS) and client–librarian behavior is just beginning with a primary focus on task issues of accuracy and efficiency. This study is among the first to apply communication theory to an exploration of relational (socioemotional) aspects of VRS. It reports results from a pilot study that analyzed 44 transcripts nominated for the LSSI Samuel Swett Green Award (Library Systems and Services, Germantown, MD) for Exemplary Virtual Reference followed by an analysis of 245 randomly selected anonymous transcripts from Maryland AskUsNow! statewide chat reference service. Transcripts underwent in-depth qualitative content analysis. Results revealed that interpersonal skills important to FtF reference success are present (although modified) in VRS. These include techniques for rapport building, compensation for lack of nonverbal cues, strategies for relationship development, evidence of deference and respect, face-saving tactics, greeting and closing rituals. Results also identified interpersonal communication dynamics present in the chat reference environment, differences in client versus librarian patterns, and compensation strategies for lack of nonverbal communication. [ABSTRACT FROM AUTHOR]

this article describes Flanagan's Critical Incident Technique (CIT) for those seeking guidance in its application. Examples in the library and information science (LIS) field are discussed, including an in-depth example of a CIT study conducted as part of a qualitative evaluation of the Connecting Libraries and Schools Project (CLASP) in New York City. The CLASP study analyzed critical incidents from 2,416 fifth and seventh grade students regarding their perceptions of interactions with urban public librarians and library staff. For both positive and negative critical incidents, the most important factor in these preadolescent's perception of successful library visits is the attitude of the librarian or staff member they encounter. [ABSTRACT FROM AUTHOR]

Purpose- Explores the relevance of structuralism and post-structuralism to the field of library and information science (LIS). Design/methodology/approach- The paper is a literature-based conceptual analysis of the two philosophical movements, structuralism and post-structuralism, as represented by the seminal figures of Ferdinand de Saussure and Michel Foucault. Findings- The principles of structuralism and post-structuralism have significant implications for how the role of the modern library can and should be viewed. Originality/ value- Provides insights into LIS by drawing on philosophical perspectives that are beyond the LIS literature. [ABSTRACT FROM AUTHOR]

Presents a study regarding book availability in academic libraries in the United States. Card catalog searches; Definitions of error categories; Known-item search failures; Subject search failures; Library malfunction errors; Circulation and selection errors; Retrieval errors; Bibliographic errors.

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.

The article discusses, For librarians to continually demonstrate superior and high-quality service, they must meet the needs of current and potential users. One way that librarians have met the needs of users is by expanding their service offerings online via virtual reference services (VRS). This expansion is particularly critical in the current time of COVID-19.

In today's fast-paced world, anecdotal evidence suggests that information tends to inundate people, and users of information systems want to find information quickly and conveniently. Empirical evidence for convenience as a critical factor is explored in the data from two multi-year, user study projects funded by the Institute of Museum and Library Services. The theoretical framework for this understanding is founded in the concepts of bounded rationality and rational choice theory, with Savolainen's (2006) concept of time as a context in information seeking, as well as gratification theory, informing the emphasis on the seekers' time horizons. Convenience is a situational criterion in peoples' choices and actions during all stages of the information-seeking process. The concept of convenience can include their choice of an information source, their satisfaction with the source and its ease of use, and their time horizon in information seeking. The centrality of convenience is especially prevalent among the younger subjects (“millennials”) in both studies, but also holds across all demographic categories—age, gender, academic role, or user or non-user of virtual reference services. These two studies further indicate that convenience is a factor for making choices in a variety of situations, including both academic information seeking and everyday-life information seeking, although it plays different roles in different situations. [Copyright &y& Elsevier]