[Publib] Reference Question

[Jim Sanderson]

Mary, In some situations you can explain why you can not go further "I'm
sorry but by law I can not give medical or legal advice".  In some cases the
patron may be frustrated because they are trying to articulate their need
and have not succeeded.You may need to ask some clarifying questions. In
others they may have already gotten the run around (in their view) from
another agency and you are inheriting their frustration .  Here you could
say " I'll be happy to help you as much as I can but there are some things
I'm not able to assist with"  In other cases you might make a referral.  "It
sounds like you may need more help than the library can offer, perhaps you
should contact."  There are many different possibilities, including the
patron is just angry and nothing you say or do will change that.  Sometimes
you need to call on the intervention of a co worker or supervisor.
 

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 

 

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From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org]
On Behalf Of Mary Kowal
Sent: Friday, March 02, 2007 9:16 AM
To: publib at webjunction.org
Subject: [Publib] Reference Question


I am a library student and I would like to ask the group a question. When
you are faced with a patron who is asks a reference question but during the
interview the patron begins to ask for advice how do you handle it?
Especially when the patron becomes increasingly angry because they seem to
feel as though you can help them but you will not.
 
I was wondering if anyone had a method to diffuse situations such as these.


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