Relational aspects of reference interactions: A qualitative investigation of the perceptions of users and librarians in the academic library

This study investigates and compares library users' and librarians' perceptions of their interpersonal communication in academic library reference interactions. The perspectives of twenty-seven pairs of librarians and users engaged in reference interactions were elicited through interviews at three types of academic library sites. The interview data were transcribed and analyzed qualitatively to: (a) develop a category scheme to delineate critical relationship defining and content-oriented dimensions of interpersonal communication (Watzlawick, Beavin, & Jackson, 1967), (b) identify similarities and differences in the librarian-user paired perceptions of the interactions, and (c) isolate critical incidents (Flanagan, 1954) regarding interpersonal communication in library-user interactions.;Findings indicate that interpersonal communication in both its relationship-defining (relational) and information-transfer (content) dimensions is important to librarians' and users' perceptions of the reference interaction. Users attach great significance to the librarians' attitude and personal qualities. In contrast, librarians emphasize information transfer to the user, and perceive relationship qualities to be of lesser importance. Analysis also identified the most critical relationship defining aspects that impact upon librarian and user perceptions of success or failure of the reference encounter.;Additionally, the analysis resulted in the development of a category scheme that emerged as a detailed outline with three major themes: (a) "Goals," defined as the participants' desired aims or outcomes for the interaction, (b) "Facilitators," qualities that have a positive impact on the perceptions of the participants in the librarian-user interaction, and (c) "Barriers," characteristics that have a negative impact.;This study demonstrates the applicability of communication theory in describing and understanding the librarian-user interaction. It also illustrates the value of incorporating the library user's perspective. In addition, it documents the vital importance of interpersonal, relationship-defining messages in understanding these encounters. This research has many theoretical and practical implications for librarians as well as other professional-client interactions. It recommends increased study of interpersonal dynamics, especially with inclusion of the user's viewpoint. Further investigation into relationship-defining aspects of the reference interview is recommended. Future studies might focus on larger or more diverse populations to further explore the critical relationship-defining dimensions identified here.