[Publib] Re: Librarian talents

[Sue Bowser]

Then this except was even worse to me:

“Patrons can feel the eye roll, even if no eye is physically rolled.” 

 

How sad that someone who needs assistance is made to feel as if they are imposing upon a librarian when asked to do his/her job.

Oh, dear, I must have been very articulate in my post.  The point I was trying to make is that this is the type of behavior we do not want in libraries. My point is that it is easier and preferable to hire someone with good people skills and teach them the other skills than to hire someone with poor people skills and try to teach them good customer service.  With luck, and this happens often in library land, we get to hire people with great people skills who are also intelligent enough to quickly learn the tasks the job requires.

 I don't know about you or the responder you quote, but I have lots of people who ask for service as if they were imposing on me.  My response:  "I'm here to help you - that's why they pay me the big bucks."  

I'm going to have to add the big bucks line.  My usual line when someone is hesitant or embarrassed to ask a question is "Ask away.  Otherwise I'll be out of a job."  Actually I often would not be that flippant, depending on the patron.  Part of a librarian's talents should be knowing what level of familiarity, formality, humor or seriousness each patron needs or desires.

Sue Bowser
Manager, Adult Services
Lancaster Public Library
125 N. Duke St.
Lancaster, PA 17602
(717) 394-2651 x117
Fax (717) 394-3083
sbowser at lancaster.lib.pa.us



 




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