[Publib] How do you correct a coworker givingincorrectinformation?

[Susan]

I think we need to look at this question from a different perspective. If I
were in charge of staff I would make sure to let them know that I would
appreciate their input on any question -PLEASE interrupt me or add to what I
am telling a patron if you have information I do not posses or cannot get my
hands on. The patron feels they are getting great service if they have more
people helping them. They sense the collaborative effort on their behalf. At
least this has been my experience. So the question should be, "how do we as
librarians make sure we make the patron come first, in all ways possible?"
and then perhaps outline the different scenarios in which we can actually
put this in action.

 

Susan Grant

Adult Services Librarian

North Hampton Public Library

North Hampton, NH

 

  _____  

From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org]
On Behalf Of Jim Sanderson
Sent: Thursday, August 02, 2007 3:56 PM
To: 'Valerie Doyle'; 'Media Center'; publib at webjunction.org
Subject: RE: [Publib] How do you correct a coworker
givingincorrectinformation?

 

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.

  

  _____  

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