Ohio Reference
Excellence
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Being Approachable
Verbal and non-verbal behaviors let patrons know you want to help.
Review
Reference service is an ongoing process. Determining real information needs requires a skillful reference interview. A successful interview includes paraphrasing, asking open questions, clarifying, and verifying to gather the 6 pieces of evidence that determine what the patron really wants to
know. The end of the interview is a follow-up question to be sure
the correct information was found.
Welcoming Behaviors and Approachability
The questioning techniques of the reference interview are the
right thing to say, but what you DO while you're saying it can make a big difference!
Patrons are often reluctant to ask questions. Your job is to encourage questions by using
welcoming behaviors and by being approachable. Following are some behaviors for
encouraging questions by showing your patrons respect and courtesy.
Verbal
- Smile! Greet your patrons as they enter the library.
- Use a relaxed, upbeat tone of voice.
- Practice your telephone voice to be sure that it also projects a smile.
Non-Verbal
- Maintain natural eye contact (but be aware of cultural sensitivities).
- Be at patron's eye level if you can. For example, if your patron is seated, perhaps in a
wheelchair, it really makes it easier for them to talk to you if you are seated, too.
Don't forget children; it helps to be at eye level with them, too.
- Keep a relaxed, open body posture.
- Have an interested facial expression.
- Lean forward slightly (if sitting).
- Walk around the library -- slowly!
- Let people know your name.
- Provide an appropriate setting.
- Maintain privacy.
- Eliminate physical barriers.
- Reduce desk clutter.
- Lower distracting noise levels.
Remote but Approachable
As with face-to-face reference, approachability is important
in remote reference. The design of library virtual reference interfaces (screens)
should encourage patrons to use the services. "Approachable" is expressed with
welcoming language, and a visual design with "reduced clutter." A clear
statement of the scope of the service, what is expected of those using it, and a statement
of those for whom the service is intended is necessary. The Ohio KnowItNow 24/7 virtual reference service
interface, as an example of welcoming language, offers "to meet your information
needs whenever you need it, wherever you are!"
"Provide prominent, jargon-free links to all forms of
reference services from the home page of the library's Web site, and throughout the site
wherever research assistance may be sought out. ...Make reference services easy to find
and convenient."
Major Point: Being approachable encourages questions.
Many of the ORE Module pages will ask you to work with the
reference collection and with your local staff. Sometimes the best reference resources are
the "human resources." Ask!
Write down the answers to the exercise questions in this
module, and keep them to review with your supervisor at the end of the module.
- 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
Answer Key
Making patrons comfortable
Body language
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Working well with others! Customer service resources.
"Delivering Excellent Customer Service" resource list has links to customer service resources, policies, training, phone and email tips, working with upset or abusive customers, and a few links for comic relief!
Provide a welcoming reference area, allow privacy, eliminate physical
barriers and distracting noises, and reduce desk clutter to encourage patrons to approach
and ask a question.
Barricaded behind the clutter at Anonymous Public Library!
A library patron who collects antiques wanted to verify the value of a
chair that he was interested in buying from an antique shop in the British Isles. He
brought in titles of two books that he wanted the library to interlibrary loan. Mary Ann
Clymer, Head of Reference at the Avon Lake Public Library, verified titles on WorldCat and
forwarded the requests to our Interlibrary Loan Librarian.
The library received the book, Chairs, from the University of New Mexico and called the
patron. Several days later the patron came back to thank Mary Ann for getting the book.
The picture of the chair that he wanted to buy for $15,000 was identical to a chair in the
book. The chair was an original. The age of the chair was authenticated: 17th century. The
patron, a satisfied customer, left the library knowing that what he wanted to purchase was
a museum-quality antique.
The patron returned several weeks later to tell us that he had received the chair. The
chair dated from 1610-1620. The patron commissioned a cushion to be made for his cat, who
would have the best seat in town in the 17th century antique chair.
[Susan E. Cozzens, Avon Lake Public Library]
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Overview
Interview
Strategies
Resources
Ethics