[Publib] (no subject)

[Angela Antzak]

You'll have to be firm with the patron, about giving you a phone number to 
call you back.  Say something like, "We'd love to help you out, but this 
will take a while and we need to do some research."

If he refuses to leave his number, then you'll have to apologize after a 
certain length of time (I generally give about 5 minutes per question before 
I take a number) but that you can't seem to help him with what he needs.

These are only my opinions, of course.  Good luck.


Angie Antzak
Youth Services Coordinator
Plattekill Public Library
2047 State Route 32
Modena NY, 12548
845-883-7286
Web Site :  http://plattekill.lib.ny.us
Book Blog : http://plattekilllibrary.wordpress.com
Myspace: http://www.myspace.com/plattekill_library





>From: "Sara Rodgers" <srodgers at westchesterlibraries.org>
>Reply-To: srodgers at westchesterlibraries.org
>To: <publib at webjunction.org>
>Subject: [Publib] (no subject)
>Date: Tue, 23 Jan 2007 12:50:11 -0500
>
>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
>--
>_______________________________________________
>Publib mailing list
>Publib at webjunction.org
>http://lists.webjunction.org/mailman/listinfo/publib

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