Ohio Reference
Excellence
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Different Age Groups
Helpful behaviors for working with patrons of all ages.
Working with Older Adults
It's important to be sensitive to the possibility that a
patron may have a physical impairment (poor vision or hearing) which makes communication
more difficult; however, we shouldn't make assumptions about older patrons and their
ability to communicate their needs. Not all older patrons need large print books!
Some older patrons may not be comfortable with the new
technology in libraries. Remember that people have a natural resistance to change when
they have fond memories of a specific institution. These patrons may need some
encouragement to try microform tools or online catalogs.
Older patrons may also be seeking social contact when visiting
the library. The library may fill this role, but a busy reference desk isn't a good place
for a leisurely chat, so be sure to practice your skills for politely ending
conversations.
Working with Children
- Children should be shown the same level of respect and courtesy as adults.
- Try to be at the child's eye level.
- Speak to the child as a person, not as a student.
- If a child is accompanied by parents or friends, focus on the child, but be sensitive to
the parent's need to be in control of their child. Remember, the library wants to
encourage parents to have an active role in their child's reading and education.
- Don't assume all questions are school questions. On the other hand, school is children's
work, so treat school questions as real and important.
- Children's questions should be referred when you can't find something in your branch.
Treat children's questions the same way you treat adults' questions.
- In doing the reference interview, take special care to find out what the real
information need is. Children may have more trouble than adults explaining the question to
you.
- Be sensitive to matching the information you provide with the reading level of the
particular child (not just the grade the child is in) and to providing the right amount of
information.
- All children should be treated equally. Some children are difficult (just like some
adults), but all deserve the same courtesy.
Working with Teens
Working with Millenials? Following are suggestions for
Working With Teens of all ages,
from the Northeast Massachusetts Regional Library System (NMRLS):
- Don't react immediately to a situation.
- Be consistent.
- Don't expect teens to know the rules.
- Talk to the teens about behavioral issues.
- Create "win/win" situations.
- Behave in the same way that you are asking teens to behave.
- Teens do not define time in the same way: they are often unaware of time
constraints.
- Teens have shorter attention spans - be aware of that when trying to get a
message across.
- Don't take it personally. It's probably the hormones at work!
- Find a voice which is positive and respectful.
- In summary, adapted from Patrick Jones: be reliable, be credible, be
attractive, be responsive, be empathetic!
Visit the ALA Techsource blog gaming section to find ideas about the value of gaming to libraries. Interactive games are being developed to involve younger generations, to teach literacy skills, for example, in the collaborative, social environment that is comfortable for many library users. Younger users prefer learning experiences that involve multi-media, multidimensional, role-playing online environments.
Major Point: Don't make assumptions about a person's needs based solely on age.
Patrons of any age are entitled to the same services.
- Talk to staff in your library who work with children. Ask them what they do differently
when working with children and what they consider the most important thing to remember
when working with young people.
Answer Key
Different cultures
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Working with new generations
Eight key realities of the Millennial generation,
ALA TechSource Blog post of CIL keynote address highlights by Lee Rainie
from Pew Internet and American Life
Project.
The Alternative Teen Services blog offers YA ideas and the Library Success Wiki maintains the
Library 2.0 Services to Teens - Best Practices, lists of public libraries that use
Library 2.0 technologies such as blogs, Flickr, podcasts, vodcasts, and RSS to connect with teens.
UI Current LIS Clips:
Digital Native or
Digital Immigrant. March 2006. Compiled and annotated by Marianne
Steadley.
Don't make assumptions about a person's needs based solely on age.
Working with children at the summer reading program at Wickliffe Public Library.
Working with children at the summer reading program at London Public Library. Nice outfit!
[Debbie Wittkop].
Wickliffe Public Library, Nursery Rhyme Time, 1999, Scott Grisso & Allison Zaletel.
Ohio reference questions, from people of all ages:
 I just caught
the end of a special on CMT (Country Music Television cable channel). How can I find if it
will be on again?
Did the Ford
Motor Company ever make tractors the color red?
What does a
brown recluse spider look like and what is its habitat?
ALA Guidelines, Seniors Statistics
Guidelines for Library Services to Older Adults
Designs
for Change: Libraries and Productive Aging offers guidelines, demographics, and examples of model
programs to public libraries interested in connecting active older adults
to new opportunities for learning, work, and community service.
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