Customer Service

In order to have a reference interview, library patrons need to be able to see you and find you in the library. Depending on your library’s space, you might have to get creative in order to make sure that you are visible and easily found in the building. Some libraries have an established reference desk that is staffed at all times, whereas other libraries have “roaming” librarians that regularly walk through the building so that library patrons can stop them as needed. Check with your library director to see what routines they already have established - you can always change things as needed when you have a better feel for what works.

Once your patrons have a reliable way to find you, it’s important you make yourself approachable. You can do this by greeting patrons first if they are waiting to talk with you - and making sure that you aren’t occupied when people approach you. With young children, tweens, and teens especially, patrons might feel very shy or that they are bothering you. Engaging first can help create space for them to ask their question, and start the conversation.