The child as customer

From SLNSW

The child as a customer

It is critical to show respect to the child and their information needs. What the child is asking is important - it is as important as any other query that you may help with.

• The child may feel uncomfortable when talking with an adult other than their parent or teacher
• Be aware that a five year old will have different information needs and different ways of expressing them to a twelve year old. You will need to adjust your handling of the situation accordingly.
• Parental motivation for success of their child needs to be considered.

Talk with children

• Make sure you talk to the child - not just talk at the child. The child is doing the assignment or asking the question and they need to be the focus of your attention.
• In talking with children your language should be simpler, without talking down to them, and more direct (check reference interview section re cross reference and any changes).
• You may need to simplify your words, for example: use the word project instead of assignment, what is it about? instead of what is the subject?

• You may need to show some enthusiasm and that you are approachable. It is encouraged to come out from behind the desk as this removes barriers. Have a look at the module on roving reference for some pointers in that area.
• There will be times when you will be talking to the parents when the child is not with them. Obtain as much information about the assignment as possible. Encourage the parent/s to bring their child to the library (or at least ask the parents to check with the children that the resources are useful for the assignment).
• Be mindful of the way in which people may interpret how you talk with children.