Customer Service

While what you’ve just learned is relevant to each reference interview with any patron, there are other things to keep in mind when working with youth:

1. Reference interviews with youth may happen not just with the child, but also with the parent/guardian, or additional family member. The accompanying family member can often help clarify the child’s question, so don’t be afraid to involve them in the conversation as needed.
2. Some children will feel intimidated at the idea of approaching an adult stranger and asking for help. While it may be tempting to get additional work done when you are waiting for reference questions, be aware that looking busy might dissuade some young patrons from approaching at all with their question.
3. Teens and tweens might have a subject they are intimidated or embarrassed to ask about face-to-face, so be sure to offer some passive materials such as bookmarks or flyers that point them in the direction of tough topics.
4. Youth appreciate making their own choices, so be sure to offer a selection of materials to pick from, even if you have a favorite of your own.

You will have many opportunities to practice and use these skills, so don’t worry if you feel unsure in the beginning! Confidence will come with time, and you will soon develop your own personal method of answering reference questions with your patrons.