[Publib] (no subject)

[Victoria Kemp]

I have dealt with this type of situation at two different libraries. I
believe it may have involved the same person since both libraries are in
the same general geographic area and the voice sounded familiar to me.
Often this customer would call for the same information over and over
again. We finally set up a file with the information that was requested
and that cut down on the amount of time involved in answering the
questions. It was always for company addresses and telephone
information. 
Other than that, I believe you just have to grin and bear it. If you are
not open when the telephone rings and your staff is doing library work,
I would recommend not answering the telephone. If you desire, you could
document your efforts and that would give you a benchmark on how long it
actually takes to do the work. This is a good exercise for justifying
increasing your staff. 
Just my opinion, I could be wrong (Dennis Miller).
Sincerely,
Viccy Kemp
The opinions are my own; the library wouldn't want 'em!



-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Sara Rodgers
Sent: Tuesday, January 23, 2007 11:50 AM
To: publib at webjunction.org
Subject: [Publib] (no subject)

How do you managea situation in which reference desk staff take
reference questions over the phone (from the same patron) that take at
least 25 minutes to answer. We have a patron who has been calling lately
wioth requests for addresses, facts, figures.  He says he does not have
a computer and he will not give his phone number so we can call him
back. My staff do not like to do nothing in the mornings in a quiet
library and they do not cut him off. 



--
Sara E. Rodgers <srodgers at westchesterlibraries.org>
Reference/Young Adult Librarian II

Dobbs Ferry Public Library
55 Main Street
Dobbs Ferry, NY  10522



Main Library Number            (914) 693-6614
Direct Line to Reference Desk  (914) 231-3056
Direct Line to My Office       (914) 231-3057
Direct Line to Front Desk      (914) 231-3300
--
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