[Publib] "Sorry to bother you . . . "

[Jim Sanderson]

I agree that the "sorry to bother you" is in most cases politness.  In some
cases it might actualy mean that the patron considers our time valuable and
is acknowledging that.  In some cases it might even be sarcasm.  In any case
it gives us the chance to respond "not at all, that is what I am here for"
or similar phrase,  making it clear that we welcome their question and the
chance to assist them.In truth there are a few patrons who may really be a
bother, but they probably do not say "sorry to bother you".

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org]On Behalf Of Joshua Neff
Sent: Friday, May 19, 2006 1:39 PM
To: 'Joe Schallan'; 'Publib Publib Discussion'
Subject: RE: [Publib] "Sorry to bother you . . . "


I think a lot of the time "Sorry to bother you" is just an extended, more
polite version of "Excuse me..." I will sometimes say "I'm sorry to bother
you" (or something along those lines) when I'm asking for help, but I'm just
trying to be polite. I much prefer "Sorry to bother you" over patrons who
start with "Hey, I need some help over here!"


--Joshua M. Neff
Indian Creek Branch
Olathe Public Library

-----Original Message-----
From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org]
On Behalf Of Joe Schallan
Sent: Friday, May 19, 2006 11:56 AM
To: Publib Publib Discussion
Subject: [Publib] "Sorry to bother you . . . "

Sara Weissman  <weissman at main.morris.org> writes:

 > There is something terribly wrong if a patron begins with
 > "I don't want to bother you, but ..."   What body language
 > engenders that?   What message are we conveying?

They ARE bothering us, and it is almost impossible for our body language NOT
to convey that.

Let me elaborate.

Every public library I've worked in (in my case, three) loaded up its
reference staff with enough "off desk"
responsibilities and tasks that the librarians felt compelled to take their
work to the public desk with them, just to make some sort of stab at keeping
up.

So at all these places, librarians were very busy, heads down, working on
their stuff.  OF COURSE patrons will feel they are bothering such
librarians, and OF COURSE such librarians will be hard pressed not to convey
"I'm being bothered" body language, especially if the patron has come up to
the desk exactly when the librarian is now making the 17th attempt to
complete the sentence in the report she is writing.

This is, of course, a tough nut, and I don't have a universal way of
cracking it.

Has any place tried mandating that staff are not to take work out with them
to the public desk?
Do patrons then complain to city council about observing idle librarians
during the inevitable slack times?  (This actually happened in one city I
know
of.)   Or at the least think to themselves what a cushy,
low-stress life it is to sit idly at a desk and get paid for it?

All I know is that if you try to work at the desk to fill the slack times,
then patrons are going to feel they are bothering you.  I don't see how it
can be otherwise.

And really loading up your librarians with tasks and deadlines, to the point
where they are desperate for time, is a surefire way to absolutely ENSURE
that there will be very bad body language indeed.

- - - -

I've often thought I should be wearing a large button:
"Just trying to use my time well when none of you need me, but if you do
need me, IT IS OK TO ASK!"

Joe Schallan
Phoenix


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