Brick & Click 2019

The reference interview remains a relevant and established method of communication between librarians and users in meeting information needs. However, the discovery and use of information online affects library services within reference and public service to include technical service skills and personnel. While core professional competencies of electronic resource librarianship include communication, the profession lacks behavioral guidelines outlining best practice. The presenters share research examining public and technical service interactions for evidence of new and traditional reference interview behaviors when troubleshooting access to electronic resources. Beyond breaking down “public” and “technical” silos, identifying these behavioral similarities and differences leads to better service to users, wherever their point of need begins.