Article #1

Citation: Dilevko, J. (200). "My mother can't quite understand why I decided to go to library school": what patrons say about library staff when asking government documents reference questions at depository libraries. Journal of Government Information, 27, 299-323.

Summary: Results of a study are presented, analyzing the treatment proxy users received while asking reference questions and government depository libraries.

Analysis: Reading this article gave me a flashback to an earlier assignment for another LIS class; we students were tasked with crafting reference questions and asking them at various libraries, and analyzing the reponses given and how we were treated. (So, essentially, this entire study.) I found myself nodding along when the study's proxy users began discussing negative closure and how frequently the librarians they spoke to employed it (and the negative responses outweighed the positive ones, which is nothing short of shameful). I've been on the end of more than one negative closure tactic, and if I didn't already have the knowledge to use the library or find information on my own, I might be as bitter towards the information services as some of the users here were.

While I read these reponses, what boggles me the most is the sheer unwillingness and utter refusal of the librarians to do their JOB. If you are hired as a reference librarian, you ought to expect people to come in and ask questions. I don't walk in to the pharmacy, only to be told that the pharmacist thinks my perscription is too hard to refill; I don't order a meal at a restaurant and have the chef tell me to expect a subpar dinner because the ingredients for what I chose don't exist. The job of a reference (but really, any) librarian is to find answers to questions. If you're not sure what to do or where to go, that's one thing. But you need to TRY. It's what you're there to do, after all, and makes me wonder about these librarians' motivations.

Minor ranting aside, it's almost fascinating to see how the librarians themselves practice information avoidance. The librarians (and to be fair, here I'm referring to the ones giving negative impressions and using negative closure) are essentially blocking out any questions or information needs that these users toss at them. It doesn't matter that the information may be useful, they don't want to know it or look for it.

Discussion question(s): One participant mentioned his/her mother, after a bad reference encounter, not understanding why the partipant was enrolling in library school. Could these negative impressions have repercussions on the future of library schools and the number of attendees?

Implications: I cannot overemphasize the importance of training librarians in interpersonal communication. Much of the negative and discouraging behavior I have personally encountered stemmed from lack of a positive attitude or willingness to communicate. So much of a librarian's job revolves around being able to communicate well with patrons that it seems absurd to not develop these skills. Greater transparency in the reference interview is also essential. Many users come to the reference desk because of unfamiliarity with a topic or sources, and would benefit from learning how to solve these problems for future searches



Article #2

Citation: Kuhlthau, C.C. and Tama, S.L. (2001). Information search process of lawyers: a call for "just for me" information services. Journal of Documentation, 57(1), 25-43.

Summary: This study provides further research on Kuhlthau's Information Search Process (ISP) model, using the information-seeking behavior of lawyers as a focus.

Analysis: Looking at Kuhlthau's earlier study involving the business analyst, it's interesting to draw some parallels here. The focus here is on lawyers, presumed to already be experts in their field, as opposed to following a novice analyst. The factor of uncertainty, for example, is noted as being very different in both studies. For the novice group, uncertainty was interpreted as an indicator that something had not been done properly or that a mistake had been made. The expert group, however, viewed it as a factor that increased their interest in the task, and heightened the sense of challenge. It's very interesting to see how one factor can be interpreted so differently among groups.

Kuhlthau describes this user group as being the generation that grew up between exclusively relying on print sources and exclusively relying on digital sources. While they are used to both sources, they express frustration with the too-rapid pace of technology. Their complaints ring true with many members of their generation, and show the slow transition from print to digital. It will be interesting to see the transition from digital to whatever will be invented next, and see what effects that will have.

Discussion question(s): How do librarians account for and provide for different generations who are accustomed to using different types of resources?

Implications: Several of the lawyers in the study indicated that the expertise of a librarian helped enormously with the organization of their work. Law librarians are a vital part in the legal process, though they may not initially seem like it. According to the study, they seem to be under-utilized, which may be a point that the librarians have to push for.