84 · SPEC Kit 296
Pennsylvania State University
Make powerful magnifying glasses available
Make sure that the lighting in public areas is good, and signs are large and clear
Inform the patron about our special needs computer
Working with Older Adults
Do not assume that older patrons will have trouble communicating their needs
Since some older patrons may feel uncomfortable using online catalogs, scanners,
and other technology, you may need to encourage use and assist them
Since some older patrons visit libraries in search of social contact, be sure to
politely end leisurely conversations when necessary
Working with Children or Young Adults
Treat all children and young adults equally, respectfully, and courteously
Try to interact with children and young adults at their eye level
If a child or young adult is accompanied by a parent, friend, or guardian, focus on
the child or young adult while maintaining sensitivity to the parent’s authority
Treat school-related inquiries with importance
Take special care to determine the real information need during the reference
interview, since children and young adults may find articulating their queries
difficult
Match the information you provide with the reading level of the child or young adult
do not base your search on the child or young adult’s grade
Working with Culturally Diverse Patrons
Tips for communicating with patrons from other cultures or those who speak another
language include:
Show mutual respect and patience
Speak in brief, simple sentences as opposed to long, compound, or complex ones
Try not to use library jargon
If the patron does not understand you, try using alternative words or phrases
If you don’t understand what the patron is saying, ask brief, clarifying questions
Don’t ask “either/or” questions pose two questions instead
Don’t ask questions such as, “Don’t you like science fiction?,” which could be
misinterpreted as pejorative
Speak slowly and distinctly
Avoid idioms and metaphors, e.g., “That’s cool”
If necessary, write the question down or ask the patron to write it down, keeping in
mind that some patrons may not be able to write in English yet
Don’t be afraid to use a dictionary
Allow the patron time to mentally translate what you have said
Encourage patrons to take their time while expressing their information need
Don’t raise your voice some patrons may misconstrue this as anger
When possible, ask colleagues who understand the patron’s language to translate
Identify other patrons in your community who may be willing to help translate
Do not misconstrue silence as misunderstanding or rudeness a patron’s silence
may denote respect for your authority, agreement with what you are saying or
doing, or a fear of being judged by his/her ability to speak English
Don’t expect verbal reinforcement such as “I see” or “OK” when explaining
something watch for non-verbal affirmative communication, such as a head-nod.
If you want an acknowledgment, directly ask “Do you understand?” or "Does this
make sense?"
Since making direct eye contact is considered impolite in some cultures, do not be
disconcerted if some patrons do not return eye contact
Since name order varies from culture to culture, ask for "family name” instead of
“last name” when relevant
Be mindful of various naming customs, e.g., women from some cultures retain their
maiden names after marriage
Difficult Situations
Many situations arise at public service desks that do not have clear-cut right or wrong
answers. Since no policy can cover all possible situations, use your best judgment when
applying guidelines to new situations. Call for help if you not sure how to handle difficult
situations. Remember that serving patrons is your primary responsibility. Apply professional
ethics, use the techniques outlined above, and remain positive and helpful. Discuss any
challenging reference situations with your supervisor.
Too Many People, Not Enough Time
Pennsylvania State University
Make powerful magnifying glasses available
Make sure that the lighting in public areas is good, and signs are large and clear
Inform the patron about our special needs computer
Working with Older Adults
Do not assume that older patrons will have trouble communicating their needs
Since some older patrons may feel uncomfortable using online catalogs, scanners,
and other technology, you may need to encourage use and assist them
Since some older patrons visit libraries in search of social contact, be sure to
politely end leisurely conversations when necessary
Working with Children or Young Adults
Treat all children and young adults equally, respectfully, and courteously
Try to interact with children and young adults at their eye level
If a child or young adult is accompanied by a parent, friend, or guardian, focus on
the child or young adult while maintaining sensitivity to the parent’s authority
Treat school-related inquiries with importance
Take special care to determine the real information need during the reference
interview, since children and young adults may find articulating their queries
difficult
Match the information you provide with the reading level of the child or young adult
do not base your search on the child or young adult’s grade
Working with Culturally Diverse Patrons
Tips for communicating with patrons from other cultures or those who speak another
language include:
Show mutual respect and patience
Speak in brief, simple sentences as opposed to long, compound, or complex ones
Try not to use library jargon
If the patron does not understand you, try using alternative words or phrases
If you don’t understand what the patron is saying, ask brief, clarifying questions
Don’t ask “either/or” questions pose two questions instead
Don’t ask questions such as, “Don’t you like science fiction?,” which could be
misinterpreted as pejorative
Speak slowly and distinctly
Avoid idioms and metaphors, e.g., “That’s cool”
If necessary, write the question down or ask the patron to write it down, keeping in
mind that some patrons may not be able to write in English yet
Don’t be afraid to use a dictionary
Allow the patron time to mentally translate what you have said
Encourage patrons to take their time while expressing their information need
Don’t raise your voice some patrons may misconstrue this as anger
When possible, ask colleagues who understand the patron’s language to translate
Identify other patrons in your community who may be willing to help translate
Do not misconstrue silence as misunderstanding or rudeness a patron’s silence
may denote respect for your authority, agreement with what you are saying or
doing, or a fear of being judged by his/her ability to speak English
Don’t expect verbal reinforcement such as “I see” or “OK” when explaining
something watch for non-verbal affirmative communication, such as a head-nod.
If you want an acknowledgment, directly ask “Do you understand?” or "Does this
make sense?"
Since making direct eye contact is considered impolite in some cultures, do not be
disconcerted if some patrons do not return eye contact
Since name order varies from culture to culture, ask for "family name” instead of
“last name” when relevant
Be mindful of various naming customs, e.g., women from some cultures retain their
maiden names after marriage
Difficult Situations
Many situations arise at public service desks that do not have clear-cut right or wrong
answers. Since no policy can cover all possible situations, use your best judgment when
applying guidelines to new situations. Call for help if you not sure how to handle difficult
situations. Remember that serving patrons is your primary responsibility. Apply professional
ethics, use the techniques outlined above, and remain positive and helpful. Discuss any
challenging reference situations with your supervisor.
Too Many People, Not Enough Time
