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--- module_7_roving_reference_ref-ex [2024/03/21 01:24] – judyatkinson
+++ module_7_roving_reference_ref-ex [2026/03/01 16:18] (current) – ellen.forsyth_sl.nsw.gov.au
@@ Line 3: / Line 3: @@
 ====Roving reference - overview====
-Roving services, which incorporates reference, readers advisory and other services, are a way of taking customer service to the patron, rather than waiting for them to come to a fixed service point with an enquiry.
+Roving services which may be known as roaming services, incorporate reference, readers advisory and other services, and are a way of taking customer service to the patron, rather than waiting for them to come to a fixed service point with an enquiry.
 Roving is a term to describe a service where staff leave a fixed service point to find patrons within the library who require assistance. Your library may use a specific term to describe this service i.e. Roaming Reference, Mobile Reference.
@@ Line 25: / Line 25: @@
 A key element of roving service is approachability.
-As well as enabling people to approach you when you are away from the desk library staff also need a non-threatening way of asking people who are browsing the shelves if they need help.
+As well as enabling people to approach you when you are away from the desk, library staff also need a non-threatening way of asking people who are browsing the shelves if they need help.
   * Approach people in a friendly way.
   * Make sure you are not standing, or walking too close.
-  * Don’t 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.
+  * Don’t 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.
   * Make eye contact.
   * Face the person, not fully front on (slight angle), don't talk to their back.  You can stand beside someone to talk to them (when they are browsing the shelves).
   * 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.
-  * Wear approved staff identification.  This could be a name tag, a badge, or an apron or jacket.
+  * Wear approved staff identification.  This could be a name tag, a badge, or an identifying apron or jacket.
   * Libraries can be confusing places, and your job is to help people find what they are looking for, without making them feel inadequate or silly.
 ==== Know your resources and services ====
-Before starting roving 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. Check with your supervisor about local requirements. Talk with specialist staff in your library to find out about the key resources, questions and tools for each service point or key area of service (like children’s, young adult, readers advisory work and local studies).
+Before starting roving make sure you are familiar with the services provided across the whole library as you will need to be able to undertake effective referrals and know who you should contact for help. Check with your supervisor about local requirements. Talk with specialist staff in your library to find out about the key resources, questions and tools for each service point or key area of service (like children’s, young adult, readers advisory work and local studies).
 If possible find someone to mentor you, or who will train you to help you learn more. This method increases communication between staff. It also means that staff are involved both as trainers and as being trained.
@@ Line 86: / Line 87: @@
   - What devices does your library have to provide roving reference?
+  - How do these assist in the provision of roving services?
 [[module_7_answers_and_review_ref-ex|Module 7 Answers and review]]
@@ Line 94: / Line 96: @@
 **Readers' advisory**
-Readers Advisory is a specific aspect of information request when working in a public library. This may be finding:
+Readers' Advisory is a specific aspect of information request when working in a public library. This may be finding:
   * read-a-likes