When to Answer and When to Refer: Answering Non-Access Services QuestionsSuzanne van den Hoogen, MLISJanuary 2014

What is Access Services?

What message do you get from these images?

What message do you get from these images?

Image Source: Customer Services our priority: http://www.jmorganmarketing.com/traditional-customer-service-costs-a-redux/

Misconception #1Lack of Understanding Limits Questions

•Patrons may ask for what they think the library has rather than what they really need, or they ask for something easy because they "don't want to bother you."

•Patrons may also believe that "what you see is what you get" and be unaware of non-book sources or information services such as Document Delivery.

Ohio Reference Excellence. 2014 Retrieved February 26, 2014 from: http://www.olc.org/ore/1library.htm

Misconception #2Patrons Want to Help

Patrons are trying to be helpful and they tend to ask questions in a way they think will help you answer them easily. If they can get "the book" on the subject, they will look it up themselves.

This leads to a very common phenomenon -- questions that are too broadly stated.

Patrons don't realize that information on any one subject can be found in many different forms (books, web sites, magazines, videos, microform) and in many different locations in the library.

Ohio Reference Excellence. 2014 Retrieved February 26, 2014 from: http://www.olc.org/ore/1library.htm

Misconception #3Libraries are confusing places!

•Patrons be confused by the arrangement of the library. For example, they may not understand Library of Congress call numbers, or call numbers for that matter!

•Patrons may be unaware of encyclopedias, special collections, CDs, DVDs, or other materials that are not as obviously displayed as books on the shelves, and only ask for what they can see is available.

Ohio Reference Excellence. 2014 Retrieved February 26, 2014 from: http://www.olc.org/ore/1library.htm

Access Services Desk: Main Responsibilities

Answering Patrons’ Questions

Bottom Line…“Patrons ask broad questions because they may not understand the range of materials available, nor the variety of avenues to information the library offers.”

Library staff must clarify what the patron’s real need is when questions cannot be answered immediately and directly.

Group Activity

Where are your books on Japan?

How should you respond to this question?“Is there a specific item about Japan that you are looking for?”

If the patron answers, “NO” how would you proceed?• If the patron answers “NO”, they should be REFERRED to the Reference

Department.

If the patron answers, “YES” how would you proceed? If the patron answers “YES”, ask the patron what the item is and do an

author/title search in the library’s catalogue If found, check availability. If it is available, write down the call number and

give it to the patron, while explaining where it can be found in the stacks – use the library maps to explain.

If the item is found but NOT AVAILABLE, explain about Interlibrary Loan, Document Delivery, or placing a hold or recall on the item.

If you cannot find the item, confirm author and title, and check your spelling. Globalization vs. Globalisation

Finally, if you cannot locate the title, or the patron is unsure of the title/author, REFER the patron to the Reference Desk.

Where are your journals, periodicals, magazines?

How should you respond to this question?“Is there a specific journal that you are looking for?”

If the patron answers, “NO” how would you proceed?• If the patron answers “NO”, they should be REFERRED to the Reference Department.

If the patron answers, “YES” how would you proceed? If the patron answers “YES”, ask the patron for the journal’s title, and what year ,

volume and/or issue they need. If the patron does not know what year, volume or issue, REFER the patron to the

Reference Department. If the patron provides you with the journal’s title, year, volume and /or issue, search

for the Journal title in the library’s Journal Resolver. If it is available electronically, let the patron know. If it is available in print, write down the call number and give it to the patron, while explaining where it can be found in the stacks – use the library maps to explain.

Remember to indicate that all bound journals are on 2nd floor. Finally, if you cannot locate the title, or the patron is unsure of the title/author, REFER

the patron to the Reference Desk.

Where are your “current” journals, periodicals, or magazines?

How should you respond to this question?“Is there a specific journal that you are looking for?”

If the patron answers, “NO” how would you proceed?• If the patron answers “NO”, and that they would just like to browse for

something to read, direct them to the “Current Periodical Reading Room”. Explain the layout of the room and that the journals are filed alphabetically by title.

• Before sending a patron to the Current Periodical Reading Room, suggest that if they are looking for articles on a particular topic that our Reference staff will help them identify relevant articles for their topic.

If the patron answers, “YES” how would you proceed? If the patron answers “YES”, ask the patron for the title of the journal. Look it up in

the Library’s Resolver to ensure that we subscribe to this journal. Explain to the patron that current journals are kept on the main floor, while older

bound editions are kept on the 2nd floor. Explain how the shelving system works, so patrons are aware that they can lift the

shelves for older issues. REFER patrons to the Reference Desk if they do not find what they are looking for.

Finally, if you cannot locate the title, or the patron is unsure of the title, REFER the patron to the Reference Desk.

Where are your encyclopedias?

How should you respond to this question?

Explain that the general encyclopedias are in the reference collection and REFER the patron to the Reference Desk. Let the patron know that the Reference Librarian may be able to suggest a more specialized subject encyclopedia that may serve better than a general-purpose encyclopedia.

**Consider this as a REFER-type scenario **

In most cases, the Reference Librarian or staff can provide the patron with an information source that the patron does not know about, but also one that will be more useful than the source requested by the patron.

Where can I find a list of the Library’s Databases?

How should you respond to this question?

Remember

Don’t answer questions that you are uncertain of.

If it makes you feel “uncomfortable” then you

should refer to a Librarian or appropriate

staff member.

Remember

Remember

When in doubt – REFER to the

Reference Desk or to one of the Subject

Specialists.

What if there are no Librarians on the Reference Desk?

Librarians are available in more ways than one:

• In-Library

• In-Person• Reference Desk• Personal Appointments

• Email• refdesk@stfx.ca• Individual Librarians

• Telephone • 867- 2242• Individual Librarians

• Online• LiveHelp

Questions?

Feedback

Thank you!