One thing about "traditional" in-person reference is that standing/sitting behind a desk conveys an authority and implies a hierarchical relationship between librarian and patron. Some people find this intimidating as well, and I have seen and heard many librarians argue that it makes us less approachable.
There is even all kinds of talk about getting rid of the desk, see for example Steven J. Bell's article, "Who needs a Reference Desk" (PDF) in Library Issues, Vol 27 no.6, July 2007.
In chat reference, patrons can approach us easily (if they know about the service) and the hierarchy is flattened - authority is implied by providing service only, not by being behind a desk.
In these situations, am sort of saying that "patrons don't know their place". I don't mean that there needs to be a hierarchy in order for reference to be successful. It's just that in chat, we often forget that the interaction works best when the relationship is egalitarian. In that sense, we sometimes don't know our place either.
People will sometimes be rude or lascivious in order to take advantage. They are confusing equality with powerlessness. I want librarians to not put up with that. We can't throw patrons out of the building, but we can throw them off the service for a time.
And I'm glad I've finally written about something that some of us want to talk about. It only took, like, 4 years! Let that be a lesson to me.
All excellent points!
All excellent points!
One thing about "traditional" in-person reference is that standing/sitting behind a desk conveys an authority and implies a hierarchical relationship between librarian and patron. Some people find this intimidating as well, and I have seen and heard many librarians argue that it makes us less approachable.
There is even all kinds of talk about getting rid of the desk, see for example Steven J. Bell's article, "Who needs a Reference Desk" (PDF) in Library Issues, Vol 27 no.6, July 2007.
In chat reference, patrons can approach us easily (if they know about the service) and the hierarchy is flattened - authority is implied by providing service only, not by being behind a desk.
In these situations, am sort of saying that "patrons don't know their place". I don't mean that there needs to be a hierarchy in order for reference to be successful. It's just that in chat, we often forget that the interaction works best when the relationship is egalitarian. In that sense, we sometimes don't know our place either.
People will sometimes be rude or lascivious in order to take advantage. They are confusing equality with powerlessness. I want librarians to not put up with that. We can't throw patrons out of the building, but we can throw them off the service for a time.
And I'm glad I've finally written about something that some of us want to talk about. It only took, like, 4 years! Let that be a lesson to me.