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Review of Module ThreeWorking with PeopleWhat Have You Learned?Using model behaviors (approachability, comfort, interest, listening, inquiring, searching, informing, and follow-up) in reference work will help you overcome barriers and make visitors comfortable during the reference interview. What you say and do when working with patrons is important in tricky situations, when working with many people, doing telephone reference, or working with special groups of people. Be aware that cultural, physical, or language differences, misconceptions about libraries, and confusing library arrangement can be barriers to successful reference service. Do the following to review:
It is important during the reference interview to encourage
questions by being approachable and by using verbal and non-verbal welcoming behaviors.
Web sites and library remote services must also provide the appearance of approachability
to encourage patrons to use the services. Body language and nonverbal communication Use body language to show respect for patrons. Stop what you are
doing and pay complete attention when listening to the question. For remote transactions,
avoid long delays that make the user feel abandoned. Finding information needs is more successful when all model
reference behaviors are used: approachability, comfort, interest, listening, inquiring,
searching, informing, and follow-up. Cultural, physical, language, education, or emotional
differences can create communication barriers that prevent patrons from indicating real
information needs. Misconceptions about libraries and confusing library arrangement can
prevent patrons from using the library or library services successfully. One way to overcome barriers is to go with patrons. Studies
show that whenever a library staff person can accompany a patron, chances increase that
the question will be answered correctly. It is especially important to use model reference behaviors
for patrons with special requirements and to adapt your skills to your patron's needs. Listening is a critical behavior when dealing with patrons of
any age. Listen carefully to questions without making assumptions. All patrons should have
equal access to our services. It is important to recognize the differences in attitudes and
behavior of patrons from a different culture in order to provide good reference service
and to practice behaviors that will help in working with those who do not speak English
well. Remote reference by telephone presents special problems and
requires special skills. You must use your voice to show approachability. With email you
can't see the user or use your voice to convey meaning, and are putting answers in
writing, so special care is required! Service to patrons is your primary responsibility. You can
only serve one person at a time effectively, and you should always fully serve the person
in front of you. There are solutions to handling too many people, but your own library's
policies should be your final guide. Understanding patron differences and using model behaviors in the reference interview will increase success in determining real information needs.
What to do when you finish the quiz...When you have completed the exercises and quiz for this module, take
them to your supervisor.
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Model behaviors and actions improve the reference interview. |
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Overview
Interview
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Ethics
