Friction in the looking-glass: public library worker perceptions of frictionless information standards

Purpose As a means of feeding a world increasingly hungry for information, emerging technologies have been designed to reduce, or even eliminate, friction. Frictionless mandates suggest that information should flow quickly and efficiently and that users should exert no more than minimal effort. This study considered the extent to which these mandates inform the looking-glass self of librarianship, i.e. how library workers perceive patron expectations. Design/methodology/approach 24 public library workers in the United States engaged in projective interviews that asked them to imagine that patrons had access to a 3D printer that could print the ideal library worker. Transcripts were thematically coded using template analysis. Findings In the looking-glass, participants saw features of themselves as information providers, as well as features of the information and information services they provide. In many ways, this reflection was frictionless, mirroring the efficiency and ease-of-use expectations users have for other frictionless information tools, e.g. information systems and intelligent personal assistants. Originality/value This study contributes to research on information friction and the practice of librarianship. While a considerable amount of research has considered the short and long-term impacts of reducing information friction, less is known about the impact of frictionless design on librarianship.