Approachability
From SLNSW
Verbal and non-verbal behaviors let patrons know you want to help.
Contents |
Review
Reference service is an ongoing process. Determining real information needs requires a skillful reference interview. A successful interview includes paraphrasing, asking open questions, clarifying and verifying to gather the 6 pieces of evidence that determine what the patron really wants to know. The end of the interview is a follow-up question to be sure the correct information was found.
Welcoming Behaviours and Approachability
The questioning techniques of the reference interview are the right thing to say, but what you do while you're saying it can make a big difference. Patrons are often reluctant to ask questions. Your job is to encourage questions by using welcoming behaviours and by being approachable. Following are some behaviours for encouraging questions by showing your patrons respect and courtesy.
Verbal
- Smile. Greet your patrons as they enter the library.
- Use a relaxed, welcoming tone of voice.
- Practice your telephone voice to be sure that it also projects a smile.
Non-Verbal
- Maintain natural eye contact (but be aware of cultural sensitivities).
- Be at patron's eye level if you can. For example, if your patron is seated, perhaps in a wheelchair, it really makes it easier for them to talk to you if you are seated.
- Don't forget children; it helps to be at eye level with them, too. Module 10 explores providing reference services for children in more detail.
- Keep a relaxed, open body posture.
- Have an interested facial expression.
- Lean forward slightly (if sitting).
- Walk around the library -- slowly!
- Let people know your name.
- Provide an appropriate setting.
- Maintain privacy.
- Eliminate physical barriers.
- Reduce desk clutter.
- Lower distracting noise levels.
Remote but Approachable
As with face-to-face reference, approachability is important in remote reference. Approachability is expressed with welcoming language and a clutter-free visual design. A clear statement of the scope of the service, what is expected of those using it, and a statement of those for whom the service is intended are necessary.
Guidelines recommend that you provide prominent, jargon-free links to all forms of reference services from the home page of the library's Web site, and throughout the site wherever research assistance may be sought out. Make reference services easy to find and convenient. Guidelines for Behavioral Performance of Reference and Information Service Providers, 1.8
Major Point: Being approachable encourages questions.
Exercise
- Walk around the reference area of your library. How well does the area meet the following suggestions for approachability?
- Provide an appropriate setting
- Maintain privacy
- Eliminate physical barriers
- Reduce desk clutter
- Lower distracting noise levels
