Ohio Reference
Excellence
|
Answer Key
Suggested Answers for Module 3 Exercises
- Walk around the reference area of your library. How well does the area meet the
following suggestions for approachability?
- Provide an appropriate setting
- Maintain privacy
- Eliminate physical barriers
- Reduce desk clutter
- Lower distracting noise levels
If you've worked at the library for some time, it may be difficult for you to
"think like a patron". Pretend that you've never been in the library before when
evaluating approachability. If you find problems, think about what you can do individually
to overcome them, e.g., move to a less noisy spot when talking to a patron or standing in
such a way that you give the patron a little privacy.
- Print the Model Reference Behaviors Checklist if you
haven't already done so.
- For a period of one week, monitor your behavior while working with patrons. Work through
the Model Behaviors Checklist.
- Which behaviors are already part of your routine?
- Which behaviors do you need to incorporate into your interactions with patrons?
- Record the spoken questions or instructions used when working with the patron.
- Discuss your results with your supervisor.
It's helpful to observe other staff members who are successfully working with patrons
and learn from them.
- An interesting exercise is to bring a friend into your library to look around with a new
perspective. Choose someone who doesn't often use the library. Ask for reactions on the
general atmosphere, signs, lights, arrangement, and ease of finding things.
Think of a store or business you've recently visited that was new to you. How easy was
it for you to find things and understand the arrangement of the facility? Your library's
arrangement can be difficult to understand for anyone unfamiliar with it.
- 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.
See if you can spend some time observing or working in the children's area of your
library. Right after school lets out is always an interesting time!
- Locate statistics (library statistics, census information, demographics from local
Chamber of Commerce, etc.) on the percentage of people in your town from a different
culture, or ESL (English as a Second Language) patrons.
Do other staff members have insights about working with people in your library from
different cultures?
- What is your library's policy/procedure for telephone reference, call backs, priority of
in-person versus phone patrons, or other telephone situations?
- Does your library use email for reference and/or as follow-up for other forms of
reference? What are the guidelines? Are privacy and confidentiality covered in the
guidelines?
Look at the policies or guidelines, observe what others do. Have you ever called or
emailed your own library with a reference question? This can be a very enlightening
experience. You can also have a friend or family member call you at the library with a
question and ask them if they can easily understand you.
- What is the procedure in your library for handling many people? Do you work with patrons
and also take calls? If you can't answer a question completely, do you call back later? If
you're not sure, talk to other staff members about the ideas suggested here.
Look at reference and information desk or circulation desk policies for your library.
Ask and observe what other staff are doing. |
There are no "right" answers for many of these questions.
Working with people requires good skills and good judgement.
Discuss the questions with your supervisor or other staff members to learn how things work
in your library.
|
Overview
Interview
Strategies
Resources
Ethics