[Publib] How do you correct a coworker giving incorrectinformation?

[Mary Donley]

All these arguments assume that we are correct
in our responses most of the time. I've heard our
accuracy rate in "answers" hovers around 50% so some
of these arguments are nil.  Sometimes I catch my own
mistake _after_ the patron has left the bldg.  

Sometimes we just can't fix everything.

Mary

--- Jim Sanderson <jsanderson at nngov.com> wrote:

> Often the response is "I'd talk to the staffer later
> and not embarass them"
> When I get this type of response I always follow up
> with "What if the patron
> is leaving the building then?"  I need to hear them
> assure me that getting
> the patron the right information is a priority.
>  
> 
> James W. Sanderson 
> Supervising Librarian 
> West Avenue Library 
> Newport News Public Library 
> 2907 West Avenue 
> Newport News, Virginia. 23607 
> (757) 247-8505 
> (757) 247-2344 
> www.nngov.com/library 
> 
>  
> 
>   _____  
> 
> From: publib-bounces at webjunction.org
> [mailto:publib-bounces at webjunction.org]
> On Behalf Of Valerie Doyle
> Sent: Thursday, August 02, 2007 11:22 AM
> To: 'Media Center'; publib at webjunction.org
> Subject: RE: [Publib] How do you correct a coworker
> giving
> incorrectinformation?
> 
> 
> 
> This was a question I was always asked during
> interviews and so I now ask it
> when I am interviewing.  The best answer is
> multi-part.  If it is a minor
> error and of no real consequence, you could mention
> it diplomatically (I
> think I read someplace that.) to your coworker
> later.  If it is of more
> importance you could nicely offer your input (You
> might also try this
> source.).  If not addressed, my follow-up question
> is "You just heard ____
> send a patron north to ____ city when they should be
> going south to that
> city.  What do you do?  So, I like to see it
> addressed that if the erroneous
> information will cause great difficulty to the
> patron that they would step
> in nicely and say "I think you meant to say south or
> whatever the needed
> correction is.
> 
>  
> 
> Hope this helps.
> 
> Valerie
> 
>  
> 
>   _____  
> 
> From: publib-bounces at webjunction.org
> [mailto:publib-bounces at webjunction.org]
> On Behalf Of Media Center
> Sent: Thursday, August 02, 2007 12:32 AM
> To: publib at webjunction.org
> Subject: [Publib] How do you correct a coworker
> giving incorrect
> information?
> 
>  
> 
> I've been asked the following question at more than
> one interview during my
> career:
> 
> "You overhear a coworker giving incorrect
> information to a patron.  How do
> you respond?"
> 
> I'd like to hear how PubLib-ers respond to this
> question, and if there is a
> "perfect" answer to this question.
> 
> Thanks.
> 
>   
> 
>   _____  
> 
> Got a little couch potato? 
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>
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> 
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> 



       
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