Be sure you are clear in giving information to your patron.
Try not to use library jargon. Patron's may not understand it and may be too shy or unsure to ask. So do try to avoid terms like "circulation desk" (checkout desk may be better), "ILL," or "main entry."
If you need to read to someone, over the telephone for example, speak slowly and carefully. Use phrases like "that's N as in Nancy." Ask them to repeat the information back to you to insure they heard correctly and that you gave the information correctly.
Spell words and spell them slowly to give the patron time to write.
These little courtesies make a big difference in how well we convey information to our patrons.
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