Joan talked about a sign outside a library; unfortunately I did not get the name of the library, but the sign read, “Free entry for the incurably curious.” Isn’t that a great statement? I wish that every library would welcome the incurably curious to their libraries. Are you welcoming to those who enter.
Some tips on how to interact with the library customer for a more positive result. The first was to stand next to the patron, side to side not face to face, when you go up to them in the stacks. It is easier to get them to talk to you and believe it or not they say you can get more interaction between you and the customer that way.
The second is when talking you will be doing information triage, deciding if the customer can continue independently or need more direct help from a librarian. Can they use the self service check out? Often when a customer comes to the library and they are unfamiliar with it they watch what other people are doing for clues on where to go or how to act. Good clear signs can help them navigate.
Next what is the outcome of your interaction with the customer? Show them that you care and are interested in their success in finding what they need.
Lastly, follow-up. When a customer goes independently to the stacks, or a database, check in and find out, how it turned out. Did they find what they were looking for?
Librarians should be focused on making the patron feel successful when they come into the library. Treat them as smart and independent people, respect and remember their preferences, find ways to say yes to their request.
Joan spoke of a vision statement for a library and again, I don’t know what library. It was, “A thriving community where wisdom resides.” If we treat the patron with respect and compassion, I think our libraries can be places that thrive and where wisdom resides.
Learn more about George Needham and Joan Frye Williams at their website.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment