Ohio Reference
Excellence
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Inform Patrons
An important part of the search is keeping the patron informed as you work.
Let the Patron Know
You may find yourself rushing a bewildered patron from place
to place in the library and assume they understand what you're doing. That's probably not
the case!
As you are working on a question, keep the patron informed
about what you are doing. Patrons can add valuable information to aid in your search if
you explain how and where you are looking and often appreciate the chance to learn more
about the library.
Inform the Patron
Following are helpful phrases to keep the patron informed
about the progress of a search.
- "I'm going to check our online index to magazine articles now to see if we can find an
article about your subject."
- "Let's look in the county agency handbook to see if we can find that address."
- "I'll need to be away from the phone for a minute while I check our catalog."
Be Sure Your Patron Understands
- Try not to use library jargon. Patrons may not understand it and may be too shy or
unsure to ask. Try to avoid terms like "circulation desk" (checkout desk may be
better), "ILL," or "main entry."
- You may need to explain the resource you are using, why it's appropriate for the
question, and what the limitations may be in regards to currency or accuracy.
Keeping the Patron Informed with Remote Reference Services
It is especially necessary to keep the patron informed with
remote technologies where the patron cannot see what you are doing. The following tips
from the Remote/Chat page are useful:
- Include an explanation of your search process or strategy in your responses when
possible.
- Send non-scripted information in small pieces, not large paragraphs, to help
communication and reduce delay time.
- Try to let the patron know what you are doing approximately every minute - so that the
patron does not feel abandoned.
- If you must be away from the transaction, send something for the patron to review or
read until you return (quickly!).
[Ohiolink
Chat Reference Service Manual, "Providing Chat Reference Service Guidelines: Chat
Netiquette for Librarians", March 10, 2005. Adapted from LSSI and LivePerson
documentation.]
Informing the patron in remote reference situations provides
unique opportunities to improve information literacy skills. For example, use technology
(such as co-browsing, scanning, faxing, etc.) to help guide patrons through library
resources, when possible.
Major Point: Continue the reference interview as you search, keep the patron informed
of your progress, and be sure the patron understands the information.
Review Module 4
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The reference interview does not end when the search begins. Keep the
patron informed throughout the search.
"The book you want is in another area. Let's go look for it together."
A frantic phone call from a ninety-one-year-old senior citizen came to
the Reference Desk. The caller was asking for the phone number of the pharmaceutical
company that delivers her medicine.
Seems that the company truck had driven by her house while she was in the back yard, and
she was afraid that they didn't leave her medication because she didn't answer their knock
at the door. (The medication was not actually scheduled to be delivered until the
following day.) The caller said the company's name was something like Fredericks and they
were out of Columbus.
The librarian began searching for Fredericks and only found Fredericks of Hollywood. She
went to the business directories, online sources . . . nothing. Finally, after informing
the patron, the librarian asked the caller if she had any paperwork with the company's
complete name in case it was an unusual spelling.
The caller said that when the truck leaves her driveway, she sees the "ex" on
the back of it. At that point, the librarian realized that the lady meant FedEx!! She gave
them the firm's toll free number.
Jan Vaughn Public Relations Coordinator Warren-Trumbull County Public Library
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