||Librarians can offer crucial assistance to undergraduate students during the years that they spend at the faculty doing academic research. These information professionals can advise students on a varied range of issues related to informational behavior, and particularly librarians can play a critical role in helping students. However, literature in the field suggests that undergraduate students rarely ask librarians for help; instead of that, students seek assistance from professors, friends and others. This article presents the results of a qualitative based case study conducted at the Autonomous University of Barcelona (UAB) and discusses them: some characteristics are identified that may lead students to seek some individuals for help rather than librarians in order to satisfy their academic informational needs. The goal of the study is to enhance the UAB’s Library System programs and services in the sense of finding some explanations about this phenomenon that, in some way, leave librarians apart of the academic support structure of the Faculties. Finally, and based upon the findings of the study, the paper proposes some ways in which librarians may improve services for students.