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Reference training

Introduction

  • Making patrons feel welcome
  • Approachability
  • Body-Language and Non-verbal Communication
  • Telephone and Email Etiquette
  • Manager's Guide to Unit 3

Approachability and Communication

The first topic we're going to address is approachability.

While you watch this video, think about how the library employee makes the patron feel welcome or unwelcome.

(3:54)

Approachability modules from Ohio Library Council (Note: Unit 3 uses the entire OLC Module 3, so you may wish to just read them all in order.)

Verbal and Non-Verbal Communication
Expressing Interest in Questions
Model Behaviors Checklist
Barriers to Communication

Exercise:

The following document is a chat transcript with some of the identifying details changed. What are some of the ways the librarian made the patron feel comfortable asking a question?

Here is the same transcript again with some comments about the how the librarian made the customer feel comfortable and gathered information to fulfill the patron's information need. Did you get all these? Did you notice any additional ones?

Telephone and Email Reference

First, read this ORE module:
Telephone and Email Reference

Next, as you watch this video, think about which of these behaviors were helpful and not helpful in making the customer feel welcome:. Have you witnessed these behaviors as a customer? How did they make you feel?

  • Telling the caller to call back.
  • Taking a message.
  • Directing a call to the right person or department.
  • Answering the phone with "Hello"
  • Answering the phone by identifying the organization and yourself.
  • Not answering promptly.
  • Asking the patron to find the correct number to call.
  • Applying good customer service to people calling within the organization as well as public patrons.
(4:18)

Multi-tasking / Juggling

Prioritizing situations that call for multi-tasking takes skill.  If someone has to wait, try to at least acknowledge them and tell them you'll be with them in a moment. 

Because we have online students who have a legitimate need to be served, we do not always give preference to face-to-face transactions. When you are juggling an in-person and virtual patrons, it is important to keep them both informed that you are dealing with another patron. If possible, you may be able to transfer the virtual patron or ask to contact them later.

ORE Module: Tricky Situations (Multitasking)

 

Module 3 Quiz