Customer Service

When you actually start searching for the information, you can take cues from your patron to see how involved they are. Some children will want to know exactly what you are doing, why you are doing it, and how they can do it later. Other children might just listen, and still others might only be interested in the final result. Regardless of the situation, it’s always a good idea to lightly narrate what you are doing - not only does this help the patron learn about the search process, it gives them a chance to jump in if you are going down the wrong path.

Keep in mind that older children and their parents may need help searching for reference material beyond the basic Google search. Remind them of the importance of using a variety of sources including non-fiction books, periodicals, and any state supplied, age-appropriate electronic resources and databases. Helping parents and children search within the library’s resources will ensure relevant, reliable sources that will more likely provide information that better answers their questions compared to conducting general internet searches.

One important reminder when you are searching - it is okay to let patrons know when you don’t know! While librarians are information professionals, it is impossible for librarians to know everything, and you will inevitably encounter a reference question that might stump you. Your goal is to provide your patron with information they can begin to work with, so remember to rely on your colleagues, or even refer to specialists/experts in your community who might have more resources at their disposal. And you can always ask patrons to give you some more time, and let them know that you will reach out once you have done more research.