Inform client
From SLNSW
An important part of the search is keeping the patron informed as you work.
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Let the patron know what is happening
You may find yourself rushing a bewildered patron from place to place in the library and assume they understand what you're doing. That's probably not the case. If you are moving about the library with a patron, explain to them where you are going and why.
As you are working on a question, keep the patron informed about what you are doing. Patrons can add valuable information to aid in your search if you explain how and where you are looking and often appreciate the chance to learn more about the library.
Inform the patron
The following are some helpful phrases to keep the patron informed about the progress of a search.
- "I'm going to check the online database of magazine articles now to see if we can find an article about your subject."
- "Let's look in the phone book to see if we can find that address."
- "I'll need to be away from the phone for a minute while I check the shelves."
Be sure your patron understands
- Try not to use library jargon. patrons may not understand it and may be too shy or unsure to ask. Try to avoid terms like "circulation desk" (checkout desk may be better), "ILL," or "descriptor".
- You may need to explain the resource you are using, why it's appropriate for the question, and what the limitations may be in regards to currency or accuracy.
Keeping the patron informed with Remote Reference Services
It is especially necessary to keep the patron informed with remote technologies where the patron cannot see what you are doing. The following tips from the Remote page are useful:
- Include an explanation of your search process or strategy in your responses when possible.
- Try to let the patron know what you are doing approximately every minute - so that the patron does not feel abandoned.
- If you must be away from the transaction, send something for the patron to review or read until you return .
