[Publib] Reference Question

[Joe Bongers]

I think it is absolutely correct that patrons often end up at the public
library only after frustrating experiences with other agencies.  Just
yesterday I helped a patron who had been told by somebody at the county
courthouse that they couldn't offer "legal advice".  I told him that I
couldn't either but that I could certainly help him find basic legal
information.  It turned about to be a fairly simple question.  
 
I've long felt that the prohibition on offering "advice" is often used
as a convenient excuse to avoid helping patrons with difficult
questions.  As always, with difficult patrons, I try to frame it in
positive manner.  Rather than saying, "I can't provide advice", I say,
"I'm going to help you find the information that will allow you make the
right decision for your situation."  If they still aren't satisfied,
there's not much more you can do.    
 
Joe Bongers
Adult Services Librarian
Neenah Public Library  


________________________________

From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Jim Sanderson
Sent: Friday, March 02, 2007 8:55 AM
To: 'Mary Kowal'; publib at webjunction.org
Subject: RE: [Publib] Reference Question


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 

 

________________________________

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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