No-show at the reference desk: perceptions of appointments

Abstract

Purpose This study aims to explore the prevalence and librarian perceptions of no-show research appointments in academic libraries. These findings are examined in light of the literature within academic libraries and other industries (health, hospitality) with appointment models. Design/methodology/approach This paper uses an exploratory survey of reference librarians across a stratified sample of academic libraries in the USA. The findings are considered through the lens of critical theory in academic libraries. Findings Academic libraries lack consistent understanding and language used to describe appointment-based reference models. Librarians do not gather much reliable data on the percentage of no-show appointments and further research is needed on this topic. Research limitations/implications Study results are limited to academic librarians in the sample who responded to the survey and indicated the availability of research appointments at their institution. The implications of this paper suggest ideas for gathering appointment statistics and evaluating the rhetoric used to advertise appointments to college students. Originality/value This research is unique in that it is the first exploratory study on the prevalence and perception of missed appointments in academic library reference models.