[Publib] 50 things...

[Kevin Okelly]

Shannon:

I agree 100%.

Kevin O'Kelly
Reference and Community Languages Librarian
Somerville Public Library
79 Highland Ave.
Somerville, MA 02143
(617)-623-5000


-----Original Message-----
From: <Shannon.Hammock at rcc.edu>
To: <Publib at webjunction.org>
Date: Wed, 4 Nov 2009 16:12:47 -0800
Subject: Re: [Publib] 50 things...

> I sometimes wonder too where the wisdom is in saying never point. If
> you're the lone reference staff, you've essentially left the reference
> desk unstaffed for who knows how long. And if you had people waiting in
> line, it makes it that much worse. And what if you have a multi-storied
> building? The last public library I worked at had three floors. I am
> supposed to take every patron who comes to the desk either up or down a
> floor to show them where a book is?
> I’m always leery of absolutes when helping people. I once worked at a
> grocery store where we were told we had to ask every customer if they
> wanted help out to their cars. If we didn’t, we could be written up.
> Nothing like having to ask a perfectly healthy teenager who has only
> bought a box of cereal if they want help to their car. Which brought up
> great situations such as the people who were insulted that you asked
> them if they need help carrying out one item (“Do I look like I need
> help?”) to the members of the opposite sex who thought you were
> trying to hit on them. (Because, seriously, why else would a perfectly
> healthy young lady need help carrying out a gallon of milk?) Yes, we
> can do things to improve customer service, but one size fits all advice
> is almost never right for everyone.
> Shannon
> 
> ________________________________
> From: publib-bounces at webjunction.org [publib-bounces at webjunction.org]
> On Behalf Of Lindsey Smith [lsmith at worthingtonlibraries.org]
> Sent: Wednesday, November 04, 2009 2:00 PM
> To: Hayden, Laura; Publib at webjunction.org
> Subject: Re: [Publib] 50 things...
> 
> I hesitate to say “never” point the patron.  Some patrons don’t
> want us to walk them to the stacks.  Maybe they don’t want us to know
> what they’re looking at, or maybe they just don’t like to feel like
> they’re being baby-sat.  Either way, good customer service involves
> reading the non-verbal clues the patron is giving us, regardless of
> what we THINK they need.  That means not walking a patron to the stacks
> who clearly wants to be left alone, stopping reader’s advisory
> recommendations when his/her eyes glaze over, and knowing when three
> articles on a topic are sufficient for the patron, even though we know
> there are so many more good databases we could search!
> 
> So here’s my rule - “Pay attention to not just what your patron is
> saying, but also the non-verbal clues.  They will tell you just as much
> about what the patron wants and needs from you.”
> 
> From: publib-bounces at webjunction.org
> [mailto:publib-bounces at webjunction.org]
> Sent: Wednesday, November 04, 2009 4:43 PM
> To: Publib at webjunction.org
> Subject: Re: [Publib] 50 things...
> 
> MM,
> 
> “8. Nobody hates a librarian.”
> 
> Lies! At my previous job, there was this crotchety guy who always
> complained about the late fees he’d accrued on his account. But he
> always refused to speak with the circulation manager because, and I
> quote, “I can’t think of a more cold, unfeeling bunch than
> librarians.”
> 
> Laura Hayden, MLS, Reference Librarian, Beaufort Branch Library
> 311 Scott Street, Beaufort, SC 29902
> 843.470.6522   lhayden at bcgov.net
> www.beaufortcountylibrary.org
> For Learning ~ For Leisure ~ For Life
> 
> *Opinions expressed in this email are my own, not those of the library*
> 
> 
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