Module 1 is designed to get library to think about how they can make their library a customer friendly environment. Topics incude approachability, working with children, barriers to positive patron experience, pressure situations, difficult patrons, and professionalism.

1. Module 1 Working with the Public and Public Service

2. What is Public Service? Community service, a service that is performed for the benefit of the public or its institutions Employment within a government system (especially in the civil service) A public librarian’s sense of public service can best be understood by reviewing to documents: The Freedom to Read Statement The Library Bill of Rights Adapted from WordNet – Princeton University, http://wordnetweb.princeton.edu/perl/webwn?s=public%20service

4. Be ApproachableSo what can I do to be more approachable? The next slides will give tips on approachability in the following areas: Verbal behaviors Non-Verbal behaviors Acknowledgement Listening and Communicating Approachability

5. 1. Verbal Smiling Welcome patrons as they enter the library. A voice that projects a smile and patience on the telephone and in person. Be genuine… relax! Let people know your name.

6. 2. Non-Verbal Use natural eye contact (but be aware of cultural sensitivities) Be at patron's eye level if you can… especially with children Keep a relaxed, open body posture with shoulders open to the patron Smile! Lean forward slightly if sitting when talking with a patron. Let the transaction proceed at a comfortable pace. Lower consistently distracting or unpleasant noise levels in the stacks without squelching the youth’s enthusiasm.

9. Rephrase what you have heard to verify understanding.

10. Ask questions to understand what the customer wants.

12. When using library terms, explain what they mean.

15. Make sure your answers are accurate.

16. Provide the answer, or the person who can answer.

17. Call ahead rather than making blind referrals and misdirecting a customer. Provide referral point with the information to make them successful. “Busy” is an excuse and not an acceptable explanation.

18. Communication and Physical Barriers Positive patron experience in the library starts with predicting the communication barriers, including the physical barriers that impact communication, and managing them accordingly.

19. Communication Barriers The patron's discomfort with libraries Our expectations of the patrons Language differences Cultural differences Educational differences Physical barriers in library Emotional state of the patron (pressure, frustration, grief, etc.)

20. Physical Barriers Desks or shelves to high or low Displays blocking sight lines Building arrangement Signage (out of date, out of view, unclear, nonexistent) Location of reference desk General clutter on workspaces, shelves, or floors Crowds Limited number of service points

22. Get out from behind desk or down on their eye level

24. What to do about barriers cont. Sometimes different cultures can create a barrier to communication. Show concern for the patrons of different cultures by letting them know you are trying to help. Methods for communicating with patrons from other cultures or those who speak another language include the following: Speak in brief, simple sentences. Avoid library jargon as well as idioms and metaphors. If you don't understand, ask short questions. Don't ask "either/or" questions; pose two questions instead. Avoid negative questions ex: "Don't you like science-fiction?" Speak distinctly and unhurried.

26. Allow time for the patron to translate mentally. Keep smiling.

28. Tricky Situations Remember that service to patrons is your primary responsibility. Apply professional ethics. More on this in the module on the reference interview. WHAT TO DO ABOUT? Too many people, not enough time Juggling phones, emails, and a line of patrons Patrons who are frustrated or difficult to please

29. Too Many People, Not Enough Time You can only serve one person at a time effectively. Always fully serve the person in front of you. Tips: Ask if anyone has a very quick question (i.e. location of bathroom) that can be answered quickly after you completed helping a patron. Acknowledge the people waiting and let them know you will get to them as soon as you can. Use the “doorbell” to alert staff in back they are needed at the desk. Don’t rush or look hurried by the crowds. Patrons will feel relaxed if you are relaxed.

32. 2. Juggling Phones, Patrons, and Email Our library gives preference to the in-person user since they have taken the trouble to come to the library. Staff should be consistent in the approach to this problem. Collect the caller’s information and needs and when you can call back with the findings. Give caller option to hold until a librarian is available. Press the “doorbell” to alert staff in back they are needed at the desk. Could this call be routed a desk better able to satisfy the request? Take a moment to answer phones, even if engaged with a patron, as ringing phones are disruptive to you, the patron you are helping, and those visiting the library.

33. 3. From Mildly Frustrated to Patrons In Crisis Maintain a positive attitude. Listen to the patron’s need or concern Try to understand the customer’s viewpoint Tell them what you can do, not what you can’t Provide alternatives

34. Top Ten Crisis Prevention Tips The following tips for Crisis Prevention were adapted by Yale University Libraries Remain calm and be empathetic 2. Clarify messages 3. Respect personal space Be aware of body position. 5. Permit verbal venting where possible. Set and enforce reasonable limits. Avoid overreacting Avoid using any physical techniques unless personal safety is at risk Ignore challenging questions or debate bait Get help and alert others

35. Why the Freedom to Read Statement matters It explains why the public library should guard against censorship and is a cornerstone document in a librarian’s professional ethics as a public servant. Read and know the fundamentals of this statement. The Freedom to Read Statement

36. Why the Library Bill of Rights Matters This document outlines the rights of patron’s to intellectual freedom and the responsibilities of libraries to support those rights. This is the second cornerstone of a public librarian’s professional ethics as a public servant. Read and know the fundamentals of this document. Library Bill of Rights

37. In Summary Libraries and librarians are meant to serve the public to the best of their abilities Put yourself in the patron’s shoes – do not use library jargon and try different communication styles until you find one that works Educate yourself on your communities cultures Know the ethics governing our profession Always use positive communication Be confident and trust your judgment.