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Go with PatronsOne way to overcome barriers is to go with patrons.Don't Point!When you need to direct a patron somewhere in your library, make every effort to take the person rather than pointing. Patrons feel more secure with the personal touch of having the librarian go with them to search. This also gives you a chance to carry on a little more conversation with the patron and may give you additional clues as to what the real information needs are. It's over where?Our libraries are very confusing to patrons, and patrons are often uncomfortable anyway about being in the library and asking questions. Pointing to a section and saying, "it's over there," leaves the patron hanging. Perhaps library signage is not clear, perhaps the patron can't follow your point or has trouble navigating. Studies show, and it seems reasonable, that whenever a library staff person can accompany a patron to the section of the library where the answer may be found, the chance that the question will be answered correctly increases. Remember These Important Points
What are the options with remote service?You can "go with the patron" virtually! Use appropriate technology (such as co-browsing, scanning, faxing, etc.) to help guide patrons through library resources, when possible. [Guidelines for Behavioral Performance of Reference and Information Services Providers, 4.11]Major Point: Accompanying the patron in the library or using remote reference technology to guide patrons will help insure a successful reference transaction.
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Going where the users are!Slam the Boards! Predatory Reference and the Online Answer Sites where librarians demonstrate their reference skills on the online answer boards, Amy J. Kearns Dec 9, 2007 by WebJunction.Accompanying a patron increases the chance that the question will be answered correctly.
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