Evolving and Enduring Patterns Surrounding Student Usage and Perceptions of Academic Library Reference Services

Abstract

This descriptive study analyzes results from an 18-item survey that assessed students' usage and perceptions of library reference services at a comprehensive public metropolitan university. Among 235 surveys completed between November 2016 and January 2017, the majority of respondents represented the "Generation Z" population of college students, 18 to 24 years of age. Quantitative and qualitative findings revealed patterns of reference service usage, perceptions of librarians, and barriers and facilitators to seeking help from a librarian. These findings can inform decision making to improve marketing and outreach to students regarding general reference services, reference models, and liaison roles.

Librarian, Faculty, and Student Perceptions of Academic Librarians: Study Introduction and Literature Review

“…However, perceptions of librarian teaching skills might be expanding. Jameson, Natal, and Napp (2019) found the top reason students asked a librarian for help was 'to learn how to use a library resource' (48%), which outranked 'to get help finding books' (46%), and 'to get help finding articles' (33%) (p. 373). And Meredith and Mussel found that 'figuring out how to narrow your search results' was the top area improved by embedded librarian tips and forum discussion, outranking 'figuring out which are the best search tools to use for your topic' (2014, p. 97).…”

“…This literature review found significant interest in the question of how students perceive librarians' affect, and how that influences whether they ask for help (Table 14). Jameson et al (2019) found students at one institution rated librarians as 'very approachable' or 'approachable' 79% of the time, with 16% choosing 'slightly approachable' (p. 375). However, the researchers noted that many of their respondents had also indicated they couldn't tell who a librarian was, so these responses might reflect impressions of library workers generally.…”

“…Research indicates that images portrayed in the media and literature do not unduly influence how students perceive librarians. And, students might be realizing librarians help them use, not just locate, information (Jameson et al, 2019;Meredith & Mussell, 2014).…”

“…Branding and marketing practices might further affect how users understand a library's offerings and whether they know how to avail themselves of the services (O'Neill & Guilfoyle, 2015). Students, in particular, seem confused about how to identify librarians, which directly related to whether they asked for help (Jameson et al, 2019). There was also a relationship between students who did not ask librarians for help and those who said a librarian had not visited their classes (Jameson et al, 2019).…”

“…Students, in particular, seem confused about how to identify librarians, which directly related to whether they asked for help (Jameson et al, 2019). There was also a relationship between students who did not ask librarians for help and those who said a librarian had not visited their classes (Jameson et al, 2019). A library's physical space, collections, and programs can have a notable influence on how students, especially those from underrepresented campus populations, perceive the work of academic librarians.…”