Public Services in Special Collections · 83
Pennsylvania State University
Allowing the physical setting to form a barrier
Not keeping patrons informed
Treating the query as unimportant
Giving up easily
Appearing to want to get rid of patrons
Not following-up
Unfamiliarity with reference resources
Making value judgments about the subject matter or nature of the query
Working with Special Patron Groups
ADA Accommodations
Examining Barriers
Many people have preconceived ideas of what information specialists are like and what
they can and cannot do, and/or the extent of library services and holdings, which may
prevent them from visiting libraries, even when they have information needs. Moreover,
once inside libraries, some people may have difficulty sharing their information need with
you. Reasons include inability to speak English well, fear of asking a “dumb” question,
unfamiliarity with libraries, and inability to clearly express information needs. Demonstrating
your willingness to assist patrons and projecting a caring attitude will help transcend these
barriers.
Communication Barriers
Remain alert for barriers to communication, such as:
Patrons exhibiting discomfort with libraries
Language, cultural, or educational differences
Patrons with physical or emotional disabilities
Physical Barriers
Sometimes we place physical barriers between our patrons and ourselves. High counters
and stacks of books, for example, intimidate some people. Take the following actions to
minimize such barriers.
Accompany Patrons
Don’t leave patrons hanging by simply pointing to a section, saying, “It’s over there,” and
then returning to your work. Perhaps Library signage is unclear, the patron cannot follow
your directive, or he/she has trouble navigating. When you need to direct a patron
somewhere in the Library, make every effort to physically guide the patron rather than
merely pointing. Patrons feel more secure when a librarian accompanies them to their
destination. Escorting patrons will give you the opportunity to engage in conversation, and
provide insight into the patrons’ information needs. If you cannot leave the area you are in,
gesture in a friendly way, and provide clear directions.
Working With the Physically Disabled
Directly address the disabled patron, not his/her companion
Keep the public space free from obstacles
Place varying sized chairs in public areas, which allow patrons to select chairs that
best meet their needs
Patrons Who Are Hard of Hearing
Make sure you have the patron’s attention before speaking
Make sure the patron can see your face as you speak
Don’t put your hands in front of your mouth while talking
Don’t speak while walking away from the patron
Speak slowly and clearly
Do not exaggerate lip movements (this may distort words)
Maintain eye contact as much as possible to facilitate direct communication
If a patron does not understand what you are saying, rephrase your statement or
question using different words
Don’t be embarrassed if you must ask the patron to write down a question
Blind Patrons or Patrons Who Have Difficulty Seeing Well
It’s OK to use phrases such as, “I see what you mean” or “Let’s take a look”
Blind people will take your arm if they need you to physically guide them
Pennsylvania State University
Allowing the physical setting to form a barrier
Not keeping patrons informed
Treating the query as unimportant
Giving up easily
Appearing to want to get rid of patrons
Not following-up
Unfamiliarity with reference resources
Making value judgments about the subject matter or nature of the query
Working with Special Patron Groups
ADA Accommodations
Examining Barriers
Many people have preconceived ideas of what information specialists are like and what
they can and cannot do, and/or the extent of library services and holdings, which may
prevent them from visiting libraries, even when they have information needs. Moreover,
once inside libraries, some people may have difficulty sharing their information need with
you. Reasons include inability to speak English well, fear of asking a “dumb” question,
unfamiliarity with libraries, and inability to clearly express information needs. Demonstrating
your willingness to assist patrons and projecting a caring attitude will help transcend these
barriers.
Communication Barriers
Remain alert for barriers to communication, such as:
Patrons exhibiting discomfort with libraries
Language, cultural, or educational differences
Patrons with physical or emotional disabilities
Physical Barriers
Sometimes we place physical barriers between our patrons and ourselves. High counters
and stacks of books, for example, intimidate some people. Take the following actions to
minimize such barriers.
Accompany Patrons
Don’t leave patrons hanging by simply pointing to a section, saying, “It’s over there,” and
then returning to your work. Perhaps Library signage is unclear, the patron cannot follow
your directive, or he/she has trouble navigating. When you need to direct a patron
somewhere in the Library, make every effort to physically guide the patron rather than
merely pointing. Patrons feel more secure when a librarian accompanies them to their
destination. Escorting patrons will give you the opportunity to engage in conversation, and
provide insight into the patrons’ information needs. If you cannot leave the area you are in,
gesture in a friendly way, and provide clear directions.
Working With the Physically Disabled
Directly address the disabled patron, not his/her companion
Keep the public space free from obstacles
Place varying sized chairs in public areas, which allow patrons to select chairs that
best meet their needs
Patrons Who Are Hard of Hearing
Make sure you have the patron’s attention before speaking
Make sure the patron can see your face as you speak
Don’t put your hands in front of your mouth while talking
Don’t speak while walking away from the patron
Speak slowly and clearly
Do not exaggerate lip movements (this may distort words)
Maintain eye contact as much as possible to facilitate direct communication
If a patron does not understand what you are saying, rephrase your statement or
question using different words
Don’t be embarrassed if you must ask the patron to write down a question
Blind Patrons or Patrons Who Have Difficulty Seeing Well
It’s OK to use phrases such as, “I see what you mean” or “Let’s take a look”
Blind people will take your arm if they need you to physically guide them
