82 · SPEC Kit 296
Pennsylvania State University
2. Get the patron’s name and phone number
3. Give the patron a realistic idea of when you will contact him/her
When patrons are finished using Special Collections’ materials, ask if they intend to return
to Special Collections to use the materials again. If the answer is no, discharge any
circulated materials, put reference materials away, and place other materials on the
appropriate unit’s return shelving unit. If the answer is yes, inform the patron that we can
place materials on hold for a limited amount of time (anywhere from one day to an entire
semester, depending on the resource). Ask the patron how long he/she needs the
materials on hold, complete the hold forms, and place the materials in the hold room. Do
not place reference or ready reference materials, such as Vertical Files or reference books,
on hold.
Model Behaviors and Actions
Effectively communicating with patrons is a vital component of quality reference service.
Certain behaviors and actions promote constructive communication at the reference desk.
Approachability, making people feel comfortable, and asking the right questions are three
major reference behaviors that promote reference service success.
Welcoming Behaviors
Welcoming behaviors not only encourage reluctant patrons to approach you, but also set
the tone for the entire reference transaction. Reference staff members’ verbal and non-
verbal responses influence the depth and quality of interactions with patrons. Reference
staff members should exhibit behaviors that welcome patrons and make them feel
comfortable in a situation that they may perceive as intimidating, overwhelming, and/or
confusing. Communicate in a receptive, cordial, and encouraging manner. Remember that
patrons notice physical behavior as well as diction and tone. Use the following behaviors to
show patrons that you want to courteously and respectfully assist them:
Verbal Behaviors
Amicably greet patrons as they enter the Library
Use a relaxed, friendly, and upbeat tone of voice
Use terminology that patrons will understand
Clarify confusing terminology
Avoid excessive jargon
Affirm your understanding of patrons’ needs through brief comments or questions
Non-Verbal
Be poised and ready to engage approaching patrons
Smile!
Stop whatever you are working on and give patrons your complete attention
Acknowledge other patrons waiting for service
Remain visible to patrons as much as possible
Face patrons while speaking and listening to them
Initiate and re-establish eye contact with patrons throughout the transaction while
maintaining awareness of cultural sensitivities
Establish a comfortable physical distance with patrons based on their verbal and
nonverbal responses
Signal an understanding of patrons’ needs through head nodding
Appear unhurried or flustered during the reference transaction
Interact with patrons at eye level whenever possible
Keep a relaxed, open body posture
Wear an interested facial expression
Lean forward slightly if sitting
Slowly guide patrons through the reference, reading, and/or exhibit rooms
Give patrons your name
Maintain privacy
Eliminate physical barriers
Reduce desk clutter
Lower distracting noise levels
Do not engross yourself in working, chatting with colleagues, or other activities
Move with your patrons rather than pointing: directions that seem simple to you
may be confusing to a patron who is unfamiliar with Special Collections Library
Avoid These Behaviors
Unwelcoming body language
Asking no follow-up questions
Appearing frantic, flustered, or distracted
Failing to listen to patrons
Pennsylvania State University
2. Get the patron’s name and phone number
3. Give the patron a realistic idea of when you will contact him/her
When patrons are finished using Special Collections’ materials, ask if they intend to return
to Special Collections to use the materials again. If the answer is no, discharge any
circulated materials, put reference materials away, and place other materials on the
appropriate unit’s return shelving unit. If the answer is yes, inform the patron that we can
place materials on hold for a limited amount of time (anywhere from one day to an entire
semester, depending on the resource). Ask the patron how long he/she needs the
materials on hold, complete the hold forms, and place the materials in the hold room. Do
not place reference or ready reference materials, such as Vertical Files or reference books,
on hold.
Model Behaviors and Actions
Effectively communicating with patrons is a vital component of quality reference service.
Certain behaviors and actions promote constructive communication at the reference desk.
Approachability, making people feel comfortable, and asking the right questions are three
major reference behaviors that promote reference service success.
Welcoming Behaviors
Welcoming behaviors not only encourage reluctant patrons to approach you, but also set
the tone for the entire reference transaction. Reference staff members’ verbal and non-
verbal responses influence the depth and quality of interactions with patrons. Reference
staff members should exhibit behaviors that welcome patrons and make them feel
comfortable in a situation that they may perceive as intimidating, overwhelming, and/or
confusing. Communicate in a receptive, cordial, and encouraging manner. Remember that
patrons notice physical behavior as well as diction and tone. Use the following behaviors to
show patrons that you want to courteously and respectfully assist them:
Verbal Behaviors
Amicably greet patrons as they enter the Library
Use a relaxed, friendly, and upbeat tone of voice
Use terminology that patrons will understand
Clarify confusing terminology
Avoid excessive jargon
Affirm your understanding of patrons’ needs through brief comments or questions
Non-Verbal
Be poised and ready to engage approaching patrons
Smile!
Stop whatever you are working on and give patrons your complete attention
Acknowledge other patrons waiting for service
Remain visible to patrons as much as possible
Face patrons while speaking and listening to them
Initiate and re-establish eye contact with patrons throughout the transaction while
maintaining awareness of cultural sensitivities
Establish a comfortable physical distance with patrons based on their verbal and
nonverbal responses
Signal an understanding of patrons’ needs through head nodding
Appear unhurried or flustered during the reference transaction
Interact with patrons at eye level whenever possible
Keep a relaxed, open body posture
Wear an interested facial expression
Lean forward slightly if sitting
Slowly guide patrons through the reference, reading, and/or exhibit rooms
Give patrons your name
Maintain privacy
Eliminate physical barriers
Reduce desk clutter
Lower distracting noise levels
Do not engross yourself in working, chatting with colleagues, or other activities
Move with your patrons rather than pointing: directions that seem simple to you
may be confusing to a patron who is unfamiliar with Special Collections Library
Avoid These Behaviors
Unwelcoming body language
Asking no follow-up questions
Appearing frantic, flustered, or distracted
Failing to listen to patrons
