Making sense of professional work: Metaphors for reference and information service

•Professionals' metaphorical language reveal diverse conceptualizations of reference and information service.•Metaphors of navigation and digging or hunting were common.•Metaphors involving nurturing relationships were less common, but present.•Clearly negative metaphors and mechanical metaphors were rare.•Findings suggest professionals may focus on information provision rather than instruction or relationship-building.

Information professionals' conceptualizations of reference and information service (RIS) are explored by examining the metaphors these professionals used in describing their work. Framed by Lakoff and Johnson's (1980) conceptual metaphor theory, explicit comparisons, figurative language and metaphorical jargon used by 20 information professionals in interviews about their work were analyzed. The conceptual categories developed from the analysis reveal a variety of conceptualizations of RIS, such as navigation, puzzle/mystery, and creation, which are generally positive and productive, but which tend to focus on information provision rather than communication and user relationships. This research contributes to self-awareness among RIS professionals, and is useful for those moving into the field. Further, it adds the voice of library and information science to the wider discourse on professional work.