The library is not a restaurant: Reference appointments and neoliberal language

Abstract

This presentation will detail research on “no-show” student research appointments with an eye towards how libraries can mitigate student perceptions of appointments as commercial transactions which have been reinforced by problematic language borrowed from other sectors (hospitality, medical). We will share survey results from a range of higher education institutions regarding their current attitudes and practices towards no-show appointments. We will present strategies we’ve used to encourage appointment attendance by fostering a sense of shared community of learners rather than using shame, financial penalty, or other punitive action to decrease no-shows. Finally, we’ll hear from students on their perceptions of taking up space in research appointments and analyze how research appointment practices can reward students who already have privilege. Participants will critically reflect on their own experiences and practices with research appointments through guided reflection and small group discussion in order to empower students.