Information Desk Specialist Traning Home - Public Service Skills Guidelines
 Public Service attitude at the Information Desk |
| Listening skills |
| Dealing with irate patrons |
| Patrons with disabilities |
| Some Public Service Dos and Don’ts |
| Some common courtesies |
The following guidelines present standards for information service performance. They should be used to maintain a high level of service.
It is recognized that each information provider brings his/her own sense of style and personality to the provision of information service. The following guidelines serve as a foundation for our group goal which is to provide excellent information service and have a positive impact on the patron.
Public Service Attitude at the Information Desk
Information Desk staff members are encouraged to offer active, not passive, assistance to library users. A positive, enthusiastic, public service attitude is of primary importance. Respond to all requests for assistance with courtesy and promptness. The image you project to the public is very important. All patrons are to be given top priority and to be treated with equal attention, respect and sensitivity to their needs.
Information Desk staff members should always be approachable. Greet all patrons pleasantly: “Hello, may I help you?” is recommended. If you are on the telephone or assisting someone else when a patron approaches, acknowledge the newcomer with a nod, a smile or a quick word to let the patron know that you will be with him/her in a moment. Keep in mind: you may have heard the question a thousand times, but it’s a new question for the patron. Whenever necessary, reassure the patron that his/her question is important and legitimate. Anytime you can say “You’re right” or “That’s correct” do so. Many patrons have a high level of frustration with the library, so kind words and encouragement are appreciated. Be friendly, but do not become too personal with patrons.
Patrons are hesitant to approach someone whose head is buried in paperwork or who is engaged in telephone or personal contacts. Avoid crossed arms, frowning, finger-tapping, looking bored or turning your back to the desk. Look approachable at all times! Posture and appearance do project an attitude. Keep the desk areas between you and the patrons as clear as possible. The public is sensitive to physical barriers of any kind. If you are doing assigned work at the desk, it should never be the type that requires a significant amount of concentration. Never read books or newspapers at the desk. Studying is prohibited. Keep social conversations brief and social visits are discouraged.
What we try to do at the Information Desk is make sure that the “Question” is properly translated into action - that action being a verbal response in the form of instruction or directions from the Information Desk staff members. During this process we want to keep to a minimum the energy expended in asking and answering the question. To do this, we at the Information Desk must be able to translate the “questions” as effectively as possible in order to help the patron find a satisfactory answer.
While the content of the exchange will vary from patron to patron, the chief activity here is LISTENING. Following is a listening model:
1. Make no assumptions about the question.
2. Make a conscientious effort to limit library jargon or to explain whatever terms you use.
3. Don’t jump in too fast: ask the patron for clarification of an acronym used or for any other aspect of the question that is not totally clear to you before attempting to provide an answer or referral.
4. Take a minute to paraphrase or restate the question.
5. Keep eye contact with the patron. This not only shows the patron that you are interested, but encourages him/her to give you additional information.
Finally, an exercise in listening: at least once a day, when someone is talking to you, force yourself to let the person finish what s/he is saying. Even if you find it hard to pay attention, don’t interrupt or disconnect and continue to look attentive. It may be difficult at first, but gradually you will learn how to hear what others are saying.
Incidents of uncontrolled anger are on the rise in public places throughout America. There are a number of theories that suggest reasons for this phenomenon. Some psychologists claim that we have curbed most expressions of anger in our family and personal lives. People are forced to find alternative ways to vent their frustration. The safest places to do this are in anonymous situations with strangers, such as library employees, bank tellers and grocery clerks. Because the Information Desk is one of the first points of contact for the public entering the library, Information Desk staff members should be able to defuse an angry patron, then assist the patron with his/her information needs.
If a patron’s concern covers several issues, deal with them one at a time. Whenever possible, start with a problem which is easily solved or an error which can easily be conceded. This shows the library (and you) as responsive and flexible and encourages the patron to act accordingly.
The more alternative solutions available, the better. It is important to let the patron choose among the possibilities to ensure that the solution is acceptable. Always explain what action will be taken and make sure the patron understands. Sometimes there are no immediate solutions that fit library policy and also please the patron. It is still possible to minimize the patron’s anger by stating that you will take action by informing the appropriate staff member or recommending that the patron use the suggestion box.
Patrons with disabilities can seek assistance at the Circulation desk for physically retrieving and returning library materials. Circulation will send someone with the patron to the stacks (assuming that staffing levels allow that option) or take a list of citations and pull the items for the patron.
Some Public Service Dos and Don’ts
1. Never assume about anything or anyone.
2. Develop a confident attitude that you can help the patron. In most cases, you probably can. Even a negative response i.e. “We don’t appear to have that periodical.” is helpful because it is informative.
3. Take personal responsibility for the question. Shift changes, complexity of the question, etc. may cause problems in follow-through. If the question needs to be referred or the response will be deferred, indicate when a response will be forthcoming. Offer your name.
4. Handle directional questions i.e. “Where’s the pencil sharpener?” graciously. These simple questions are very real to the patron. Your response will encourage such patrons to return when they have something more complex to pursue.
5. Keep in mind: you may have heard the question a thousand times, but it’s a new question to the patron.
6. Avoid library jargon like the plague (main entry, serial, etc.). Focus on the problem to be solved rather than the names we library types give to things.
7. Remember that it’s very easy for patrons to feel intimidated in a bureaucratic setting such as ours. Recall your own feelings when approaching a service desk, government agency, etc. for the first time. Try to overcome patron attitudes of inadequacy or stupidity.
8. When working on tasks during slow periods, take care not to become too absorbed in these activities. If your head is lowered and you have an intent expression on your face, you won’t look approachable.
9. Be alert to the patron’s expressions and body language. For example, if it appears that your verbal explanation of a location is not getting through, rephrase it, point, move with the patron in that direction, etc. If you watch the patron for clues, you’ll find out what’s required.
10. Follow up on assistance given. If you have directed a patron to a catalog or a database, stop by to see if the information sought has been found (particularly if you perceive that the person looks confused).
11. Refer as appropriate, but…If a quick telephone call can resolve the problem, by all means, call. Be especially sensitive to users who have already been referred all around campus. Offer to stop the buck, when possible.
12. In general, concentrate on teaching the patron how to answer the question i.e. how to use ROGER, Reserves, Circuit, databases, etc. rather than just answering the question. Obviously there will be exceptions - someone who is clearly a one-time visitor, who has a disability or whose resistance to learning makes the process too time consuming. Simply use your best judgment here.
13. Relax and be natural.
1. Appear approachable - “Perception is reality.”
2. Serve patrons in order of arrival.
3. Listen attentively; restate their question.
4. Be empathetic - “Walk in their shoes.”
5. Leave your ego back at your office.
6. Go the extra mile.
7. Follow up if possible.
8. Be honest: admit your limitations and mistakes.
9. Stress: know when to step back; avoid abuse.
10. Teamwork: Let us all agree that feedback amongst ourselves is constructive and enhances the work environment for all of us. Mentor each other.
11. Enforce library food and drink policy.
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Last
Updated
10/11/05
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