Barriers
From SLNSW
Recommended reference behaviors may not be enough to overcome physical and communication Barriers
Contents |
Preconceptions
Overcoming physical and communication barriers in our libraries may require more than model reference behaviours. The reference process begins even before the patron enters the library. People have preconceived ideas of what libraries can and can't do, and of what librarians are like. This may keep some people from coming to the library at all when they have an information need.
In the library
Once people are in the library, it may be hard for them to tell you what they need. The patron may not speak English well, may be afraid to ask a "dumb" question, may not be familiar with libraries, may not know how to express clearly a need or they may not be able to clearly identify who are library staff. Try to show a willingness to help. A caring attitude transcends any language barrier.
Try to be alert to barriers to communication, such as:
- The patron's discomfort with libraries
- Language, cultural, or educational differences
- Physical or emotional problems the patron may have
Physical Barriers
Sometimes we put actual physical barriers between our patrons and ourselves. High counters, stacks of books or computer monitors may intimidate some people. Imagine the barrier a high counter creates for a child or for a person in a wheelchair.
In some libraries, the reference area may be tucked into a corner or away from the entrance where it cannot be seen easily by a patron walking into the library.
Many patrons prefer to help themselves. They rely on good signs and an orderly arrangement to find what they want. If the arrangement of the building is confusing, your patrons will be confused, too. It helps to look at our libraries from different patrons' points of view.
Web barriers
The Australian Human Rights Commission (HRC) has developed advisory notes to draw attention to resources that will help make websites accessible to the broadest possible audience. In these Notes HRC provides advice about how web designers and website owners can avoid disability discrimination. These Advisory Notes provide background information on accessibility and legal issues, such as the Disability Discrimination Act 1992.
If you are going to be contributing content to your library's website you should understand techniques for creating accessible content at the Web Accessibility initiative.
Major Point: Cultural, physical, technological or language barriers; misconceptions about libraries; and confusing library or web site designs can be barriers to successful reference service.
Exercise
- Identify possible barriers which make your reference area/service point less approachable?
