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Title: The Reference Encounter: Interpersonal Communication in the Academic Library (Acrl Publications in Librarianship, No 52) by Marie L. Radford ISBN: 0-8389-7951-3 Publisher: Association of College and Research Libraries Pub. Date: January, 1999 Format: Paperback Volumes: 1 List Price(USD): $30.00

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Summary: Relationships Matter...
Comment: Based on her 1993 doctoral dissertation at Rutgers University, her 1999 book presents qualitative findings related to four research questions (i.e., user and librarian perceptions about "the relational dimensions of the interpersonal aspects of reference interactions," p. 131) posed on page 5 of chapter 1. A topical literature review is covered in chapter 2 and the theoretical perspective (communication theory) in chapter 3. Chapter 4 covers the methodology of the ("pilot study conducted at a state-supported college in the Northeast") and the main study of nine librarians, three from each library (in a community college, a private university, and a public college). In her paired perceptions findings presented in chapter 7, she notes "The overall level of total agreement between eleven pairs of librarians and users (41%) is noteworthy, but there were ten pairs (37%) with partial agreement and six pairs (22%) who totally disagreed. The interviews showed that librarians and users can have different viewpoints and striking differences in their criteria for determining success" (p. 100).
Radford's major findings are:
"- Interpersonal relationships and communication are of great importance in librarian and user perceptions of reference interactions.
-Library users in academic settings place a high degree of significance on the attitude and personal qualities of the librarian giving reference assistance.
-Some users valued interpersonal aspects more than their receipt of information.
-Librarians were more likely than users to evaluate the reference encounter from content dimensions that involve the transfer of information.
-Librarians also perceive relationship qualities to be important in the success of reference interactions (although to a lesser degree than users)" p. 104.