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As professionals in a reference and user service setting, academic librarians have a

responsibility to assist, advise, and instruct users to access all forms of knowledge. One of the
first steps in providing a service is understanding the information gathering behavior of the users.
Only after determining the users access competencies are librarians able to provide appropriate
reference services in response. Two articles which address the Ethnographic Research in Illinois
Academic Libraries (ERIAL) Project, What Students Dont Know and The Librarian As
Ethnographer: An Interview with David Green, illustrate unfortunate evidence that academic
librarians in Illinois, and America by extension, tend to misunderstand user needs and thus leave
users to feel intimidated.1 This, by no means, diminishes the academic librarians importance.2
On the contrary, the study reveals how essential academic librarians are in improving student
information behavior.
Both articles reveal that students in academic settings tend to overuse Google and misuse
electronic databases for research assignments. Steve Kolowich has noted that students are unsure
about which electronic databases are appropriate for certain topics.3 Even if a student recognizes
a database that would provide the best resources for his or her assignment, the student still has
the daunting task of searching the database in the most efficient way. Even more upsetting is that

1 Steve Kolowich, What Students Dont Know, Inside Higher Ed, August 22, 2011, accessed

January 22, 2014,

http://www.insidehighered.com/news/2011/08/22/erial_study_of_student_research_habits_at_illi
nois_university_libraries_reveals_alarmingly_poor_information_literacy_and_skills.
2 Sims Kline, The Librarian as Ethnographer: An Interview with David Green, College &

Research Libraries News 74, no. 9 (October 2013): 488.

3 Kolowich, What Students Dont Know, 5.

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students are unaware of their own information illiteracy, which prevents them from seeking
assistance from librarians.4 In the uncommon event a student asks for assistance from an
academic librarian, the librarian tends to overestimate the users knowledge of database
searching and disheartens the dazed user. Consequently, a conclusion of the ERIAL Project states
that students will rarely ask an academic librarian for help since it only confuses the student
further and students do not trust the librarian enough to be completely honest about their
disorientation.5
The students haphazard progress, in turn, drives the user to spend more time searching
for sources rather than actually researching. The users believe their unpredictable search methods
cannot get more efficient and asking for help from an academic librarian is futile. One of the
more surprising and alarming finds of the project reveals that academic library users do not seek
guidance from librarians because of a lack of collaborative relationships and trust. This is partly
because academic librarians generally do not work closely with faculty in order to expand
services to users.6 The students do not witness professors associate with their librarians and
neither do the professors outright recommend information sessions with librarians. Both
librarians and university professors may find it difficult to empathize with students who are
ignorant of search strategies since these professionals were likely excellent researchers as
undergraduates. The study revealed that most professors and librarians assume the few
information sessions undergraduates experience at the beginning of their careers are basic
4 Kolowich, What Students Dont Know, 4.
5 Ibid.
6 Kline, The Librarian as Ethnographer: An Interview with David Green, 488 (1).

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review.7 They expect students to already understand how to identify a scholarly journal and how
to search for one.
In order to prevent these shortcomings, academic library management will need to
encourage staff in creating displays, tutorials, electronic guides, and other tools to increase
interest in the database searching process and increase student achievement. Because librarians
tend to intimidate students, hopefully, staff will be more aware of the importance of evaluating a
users knowledge base before serving, and remember to ask follow-up questions periodically to
be sure the student does not require more help. It is important for librarians to be sure the users
questions have been completely answered, and to encourage him or her to return if further
information is needed. To keep current on the student bodys academic activities, it would also be
helpful for management to encourage a relationship between academic librarians and faculty. By
consulting the professors on their expectations for student research, librarians will have the
groundwork to best enhance user service. Similarly, by developing and maintaining a
relationship with the faculty, the library staff clarifies any false expectations professors may have
had about the value of information service. These professional relationships with colleagues are
of extreme importance when attempting to provide the best quality service to users.
Besides planning outreach models so the students and professors will feel more
comfortable interacting with library staff, it is important to periodically evaluate the information
resources offered. Perhaps there is not enough variety of formats to meet user needs, or a certain
electronic tool has an unclear interface and/or presentation. Part of the librarys responsibility is
evaluating information service providers and which technologies are appropriate for user needs.

7 Kolowich, What Students Dont Know, 3.

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The articles do not mention that any information interface deters students because of its format
or presentation, but it is an issue library authority must take into account when analyzing how to
prevent any shortcomings. Management has the capability to support experiments with different
technologies to assess their usefulness. If there is a noticeable increase in use, that is a valuable
finding for identifying effective service tools. Management is also able to assess what is
affordable in terms of human resources and technological services. To prevent any deficiencies,
the library should rid itself of unusable or unneeded subscriptions.
According to these two articles, the American academic librarian continues to be a
valuable resource for university students; however, there is a need for a re-evaluation and
assessment of the relationship between information professionals and users, as well as with
school faculty. Students are either unaware of their information illiteracy, or believe librarians
cannot explain search strategies without further confusing them. Professors are also unaware of
how helpful librarians could be with the help of appropriate technology and information
resources. In order to encourage a more successful future in academic libraries, library
management should encourage library outreach, follow-up with students, consultations with
faculty, and continuing re-evaluation and assessment of resources.

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Bibliography
Kline, Sims. The Librarian as Ethnographer: An Interview with David Green. College &
Research Libraries News 74, no. 9 (October 2013): 488-491.
Kolowich, Steve. What Students Dont Know. Inside Higher Ed, August 22, 2011. Accessed
January 22, 2014.
http://www.insidehighered.com/news/2011/08/22/erial_study_of_student_research_habits
_at_illinois_university_libraries_reveals_alarmingly_poor_information_literacy_and_skil
ls