Go with the Patron
From SLNSW
One way to overcome barriers is to go with patrons.
Contents |
Don't Point!
When you need to direct a patron somewhere in your library, make every effort to take the person rather than pointing. Patrons feel more secure with the personal touch of having the librarian go with them to search. This also gives you a chance to carry on a little more conversation with the patron and may give you additional clues as to what the real information needs are.
It's over where?
Our libraries are very confusing to patrons, and patrons are often uncomfortable anyway about being in the library and asking questions. Pointing to a section and saying, "it's over there," leaves the patron hanging. Perhaps library signage is not clear, perhaps the patron can't follow your point or has trouble navigating.
Studies show, and it seems reasonable, that whenever a library staff person can accompany a patron to the section of the library where the answer may be found, the chance that the question will be answered correctly increases.
Remember these important points
- Verify that you have the correct question.
- Accompany the patron whenever possible to the area where the answer may be found.
- If you cannot leave the area you are in, make sure you give clear directions and details as necessary, say you will be over to check on the patron's progress as soon as possible, and then do so.
What are the options with remote service?
You can "go with the patron" virtually. Use appropriate technology to help guide patrons through library resources, when possible. Guidelines for behavioral performance of reference and information services providers 4.11
