Module 1Module 2Module 3Module 4Module 5Module 6

Ohio Reference Excellence on the Web from Ohio Library Council
Ohio Reference
Excellence
Ohio Library Council
Module Module 3
Introduction
Approachability
Body language
Model behaviors
Barriers
Go with patrons
Special groups
Age groups
Different cultures
Phone & email
Tricky situations
Review 3
Quiz 3
Answer 3
About ORE
Home
Purpose
Instructions
Contact OLC
Contact SLO
Print Choices
Supervisor Tips
Copyright-Credits
Site Index
All Modules
Module 1   Overview
Module 2   Interview
Module 3   People
Module 4   Strategies
Module 5   Resources
Module 6   Ethics

Body Language and Nonverbal communication

Expressing interest in the question

More than a smile!

     Part of being approachable and making people feel comfortable in the library is using correct body language. Patrons notice our behavior as well as our words. Our physical behaviors are another way of showing patrons respect and courtesy, and expressing interest in what the patron is saying. In addition to the all-important body language of smiling, you can try the following techniques.

Examples

     Move with your patron rather than pointing. Directions that seem simple to you may be confusing to a person not used to your library.

     Use your physical actions to show your patron that you are paying full attention to them. Put down your pen or whatever you are working on. Give the patron your complete attention.

     Be aware that people may prefer different amounts of physical space around them. Some like to stand closer, some further away. Try to accommodate the patron's preferences, not yours.

     In some cultures, it is impolite to make direct eye contact. While this is usually one of the best approaches to establishing rapport with a patron, do not be disconcerted if some patrons do not return the contact.

Remote Communication

     Let your users know what to expect. Question/answering procedures and policies should be in an accessible place on the Web, indicating question scope, types of answers provided, and expected turnaround time. What is you part?

  • Maintain or re-establish "word contact" with the patron in text-based environments by sending written or prepared prompts, etc., to convey interest in the patron's question.
  • Acknowledge user email questions in a timely manner.
[Guidelines for Behavioral Performance of Reference and Information Service Providers, 2.6-2.8]

Major Point:  Expressing  interest in the patron's question is an essential model reference behavior, in providing either face-to-face  or remote services. In person, a smile and respectful body language can help patrons feel comfortable.

 

Next!
Model Behaviors

  

 

Stop what you're doing, make eye contact (or "word contact"), pay attention, be courteous, be respectful, and smile!

Ohio Libraries

Using a smile and eye contact, Wright Memorial Public Library, Sarah Uchic

Using a smile and direct eye contact, Wright Memorial Library, Sarah Uchic.

Miami Township Branch Library, making visitors welcome!

Miami Township Branch Library, making visitors welcome with music!

Learning about other cultures - Hula Dance at summer reading 1999, Terry and Emily Detar, Nicole Trivesonno, and Courtney Ow.

A different kind of "body language," the  Hula Dance at summer reading 1999, Terry and Emily Detar, Nicole Trivesonno, and Courtney Ow at Wickliffe Public Library.
You are here: OLC > ORE >  Module 3 > Body Language
Module 1  Module 2  Module 3  Module 4  Module 5  Module 6
Home | Purpose | Instructions | Contact OLC | Contact SLO
Print Choices | Supervisor Tips | Copyright-Credits | Site Index
ORE on the Web, Ohio Library Council, 2000-2007.
See Copyright-Credits page for information regarding design, source of materials, and for use of the site.
Return to top