Model roving behaviours
From SLNSW
Approach people in a friendly way, making sure you are not standing, or walking too close to them.
Don’t actually say “do you need any help?”. Most people will not respond well to this kind of question as of course they don’t need help, they just need a bit of guidance, or a few pointers, about how to use the library.
A good phrase to use is “are you finding what you are looking for?” This allows people to answer with a simple yes or no, or to be able to say, not really which provides an opening to then start a reference interview. It also does not imply that someone is clueless about how to use libraries. Libraries can be confusing places, and your job to help people find what they are looking for, without making them feel inadequate or silly.
Before starting roving reference make sure you are familiar with the services provided across the whole library as you will need to be able to do good referrals and know who you should contact for help. Talk with specialist staff in your library to find out the ‘hot spot’ alerts for each service point or key area of service (like children’s, young adult, readers advisory work and local studies). The ‘hot spot’ alert should cover key resources, questions and tools for each of these areas.
If possible find someone to mentor you to learn more, negotiating your own mentor. This method increases communication between staff. It also means that staff are involved both as trainers and as being trained.
When you are roving (and the term roving implies walking with purpose) it is important to stroll to see if someone needs assistance rather than walking briskly. The strolling makes you approachable, whereas a brisk walk makes you look like you are going somewhere else – which you may be.
Remember : while you are away from the desk or service point you need to keep checking on the service point to see if there is anyone there who is waiting for assistance.
When you are starting roving reference you may want to have tally sheets to help track what percentage of enquiries you are answering this way. Staff can discuss the positive moments of roving reference at staff meetings.
Practice roving reference each time you are rostered on a reference and information services shift.
