Scant research addresses face-to-face bilingual reference interactions in U.S. public libraries. This interdisciplinary inquiry finds that library service encounters differ in important ways from those in the literature.

 

We transcribed 20 hours of digitally recorded reference activity at a public library in a US-Mexico border city. Focusing on Spanish-English bilingual reference transactions, we used conversation analysis to identify how patrons/librarians open reference interactions. After developing qualitative categories (e.g., greeting, request, question, or hybrid), we calculated frequencies for each type of opening. We also counted clarifying question-answer sequences produced in each encounter.

 

In this study, our analysis reveals that reference encounters typically open with a patron requesting resources or information. These service requests differ from previous linguistically-focused service encounter research because, while some patrons requested specific resources or information, most asked broad questions, necessitating a reference interview. Because library staff are trained to explore and clarify patrons’ requests, in-depth question-answer sequences are preferred in this context to ensure that the request sequence is completed satisfactorily.

 

Library information professionals are trained to anticipate canonical greeting sequences to open reference transactions. Preliminary analysis suggests that when the transaction diverges from the expected script, reference transactions require more clarification. This does not appear to affect whether the transaction can be completed, but rather the efficiency of the interaction.

 

This study gives scholars insight into the relationship between reference transaction openings and the way that bilingual service encounters unfold. Our findings highlight the difference between bilingual reference transactions and other service encounters.