Body Language
From SLNSW
Contents |
Body language and Nonverbal Communication
Body language and nonverbal communication are important ways of expressing interest in the question which is being asked. It can make the difference between a patron accepting our help when we offer it, or declining our assistance because we do not seem approachable.
More than a smile
Part of being approachable and making people feel comfortable in the library is using positive body language. Patrons notice our behaviour as well as our words. Our physical behaviours are another way of showing patrons respect and courtesy and expressing interest in what the patron is saying. In addition to the all-important body language of smiling you can try the following techniques.
- Move with your patron rather than pointing. Directions that seem simple to you may be confusing to a person not used to your library.
- Use your physical actions to show your patron that you are paying full attention to them. Put down your pen or whatever you are working on. Give the patron your complete attention.
- Be aware that people may prefer different amounts of physical space around them. Some like to stand closer, some further away. Accommodate the patron's preferences, not yours.
- In some cultures, it is impolite to make direct eye contact. While this is usually one of the best approaches to establishing rapport with a patron, do not be disconcerted if some patrons do not return the contact.
Remote Communication
- Let your users know what to expect. Question/answering procedures and policies should be in an accessible place on the Web, indicating question scope, types of answers provided, and expected turnaround time.
- Maintain or re-establish "word contact" with the patron in text-based environments by sending written or prepared prompts, etc., to convey interest in the patron's question.
- Acknowledge user email questions in a timely manner.
Guidelines for Behavioral Performance of Reference and Information Service Providers, 2.6-2.8
