The Cooperative often experiences surges of user activity when several students ask questions at once. Occasionally these students are participating in a computer or library class, but they often are simply accessing the service during a break period such as lunchtime or "study hall" or "homeroom." These break periods typically do not last long, so students do not have much time to wait while the librarian searches for information. Don’t be daunted by these busy times! Use these strategies to make the most of your short time with these students:
1. Ask how much time the student has to wait while you search.
Often, a student will reply with specific information, such as "I have seven minutes before I have to go to my next class." If you are assisting several users simultaneously, this information will help you determine who should be helped first.
2. Whenever possible, ask the student for an email address.
Students typically respond favorably to a script such as " Do you have an email address so in case I find info right after you disconnect, I can still give it to you?"
3. Begin each session by initiating the reference conversation.
Ask at least one question about the student's topic to clarify the information need. This also establishes two-way communication with the student.
4. Send a list of librarian-reviewed resources.
When you are helping several students at once, it can be useful to send a list of links to authoritative web sites about a particular subject so the student can choose a site that appears relevant (giving you time to help another student). KidsClick!, the Librarians' Internet Index, and the Internet Public Library are excellent resources for this purpose. Once you send a list, make sure to ask the student directly about the usefulness of the sites listed. Offer to look for additional information if needed.
5. Follow the Rude Patron guidelines as soon as the patron's remarks become derogatory.
Although it is important to provide professional level reference assistance to those who seek it, librarians do not have to communicate with patrons whose language or behavior is offensive, abusive, or insulting, including communication of a sexual or too personal nature.
If this occurs, first warn the patron that this behavior is not acceptable. Remind them that this is a library reference service, and that if their behavior continues then you will have to disconnect. This should be phrased positively rather than negatively, such as: "I would appreciate it if you didn't use that kind of language if we are going to continue - rather than "we don't tolerate that kind of language". If the patron persists in the rude behavior, end the session with a script such as "I am disconnecting. If you still need help finding information, please contact us again when you decide to be polite. Goodbye for now..." Use your professional judgment to determine when patrons are simply being rude, or when their behavior is unacceptable.
For the complete guidelines on how to deal with rude patrons, see section 4.5.1 of the 24/7 Reference Collaborative Policies and Procedures.
Next week we will explore more strategies for handling busy times. Meanwhile, if you have questions or comments about this topic, please comment below or email Susan McGlamery at mcglames@oclc.org
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