On October 23rd, 2014, we updated our
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State consequence of continuing unacceptable behavior
Ask patron to make a choice
“ Mary, I’ve noticed you have been online all day. Our system limits to 2 hours total. If you continue to violate the time limit, your computer privileges will be suspended.
Example You can choose to log off now and get more time tomorrow, or lose computer access for 2 days.
“ John, it’s too noisy over here, and some people are trying to study. If the disruptive behavior continues, you will be asked to leave.
Example You can choose to lower the volume level and stay, or you can choose to leave.
“ Librarians do not kick [teens] out of the library. [Teens] get themselves kicked out of the library, because of their behavior.” ~ Nick Buron, NYPL Reminder!
3 Strikes & You’re Out!
Target the Group Leader
Use the Buddy System
Good Cop, Bad Cop
Invade Personal Space*
* follow your instincts
Create Raving Fans
Engage patrons in meaningful participation
Be an excellent librarian
Talk to patrons when they do something RIGHT
Get out from behind the desk
Call people by name
Be an Excellent Librarian!
Excellent Customer Service
Greet by name
Engage in their preferred mediums
Find ways to say YES
CS Tip: Give ‘em the Pickle!
Read the local newspaper
Don’t ask, “Is this for homework?”
Do ask, “Do you want me to show you how to get it, or just get it for you?
Don’t point; take a walk
Conduct a reference interview
The Reference Interview
Ask open ended questions
RI Tip: Smile like you mean it! Thibault, Pascal; Pierre Gosselin, Marie-Lise Brunel and Ursula Hess. “Children’s and adolescents’ perception of the authenticity of smiles. ” Journal of Experimental Child Psychology . Volume 102, Issue 3, March 2009, pages 360-367