[Publib] re: reference question

[Sara Weissman]

>>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.


Refer the patron to the source that can help them. If legal, for example,
we tell them about the County Bar Assn Lawyer Referral Service, which
offer half-hr $35 consultations (or Legal Aid, if they qualify). Nine out
of 10 of our patrons didn't know they had access to that service.
  If it's govt bureaucracy ...state, county, whatever ..we'll make calls
for them if necessary. Frequently as value neutral puhlic entity we can
get information that the public doesn't get. We especially do this for the
elderly and ESL patrons.

If the patron gets really heated, nearly abusive? "Would you like to
consult with my supervisor about this?" (said very, very nicely) That is
usually an end to it.
   As others have noted, patrons are just venting their fears or
frustrations with a (personal) untenable situation, in most cases.
"It's not personal, it's just business."


-- 
Reference Dept
Morris County Library
http://www.mclib.info