Hello Caitlin,
That time when I had a chat with a librarian I asked them about the service they are doing. It was pretty much not anything related to referencing, but I asked other questions like how often people use this service, who looks after this service, what do people say about this service, and their satisfaction level, and much more questions as such. I found them helpful in a sense that though questions were out of the topic, I suppose usually people don’t chat with librarian to ask such questions which asked, but still they replied and gave me information as much as they can. At the end, they provided me with contact of library manager (I forgot the exact name and position) but, the information I got was enough for me, so I really didn’t bothered to contact the library manager 😀
Saurav