Information-Seeking Behavior and Reference Medium Preferences: Differences between Faculty, Staff, and Students

• Published in: Reference and user services quarterly Vol. 51; no. 3; pp. 246 - 262
• Main Authors: Chow, Anthony S., Croxton, Rebecca A.
• Format: Journal Article
• Language: English
• Published: Chicago American Library Association 22-03-2012
• Subjects: Academic Libraries; Chat; College campuses; College Faculty; Distance Education; Distance learning; Email; Feature; Graduate students; Influence; Information Seeking; Information Services; Information-seeking behavior; Information-seeking behaviour; Learning; Librarians; Libraries; Library Personnel; Library Services; Literature Reviews; Nontraditional Education; Pilot Projects; Polls & surveys; Preferences; Reference services; Reprography; Studies; Technological innovations; Telephones; Text messaging; Universities; University faculty; Usability; User Needs (Information); User preferences; Video Technology; Video teleconferencing; Websites; United States; United States > US
• ISSN: 1094-9054; 2163-5242
• DOI: 10.5860/rusq.51n3.246

This study examined the information seeking preferences of 936 university faculty, staff, students, and librarians at a doctoral granting institution in the southeastern United States. Participants were asked to identify in what way they would prefer having both factual and research questions answered by the library. Findings suggest participants preferred face-to-face reference interactions over a suite of virtual reference options. In the aggregate, e-mail was the preferred virtual reference service over telephone and online chat with little interest in text messaging or Skype video. Statistically significant differences among users, however, emerged when interactions between type of question, age, race, and gender were considered. Faculty and staff preferred email and telephone while students preferred online chat and, to a lesser extent, text messaging. Implications of the study suggest user preferences appear to be significantly influenced by demographic factors and type of question. Different library reference support strategies may need to be designed and implemented to meet those needs.