Making people comfortable

There are some easy things that you can do to help in make your patrons feel comfortable in the library. Most of these are really just a matter of showing your patrons respect and courtesy.

1. Smile and greet your patrons as they enter the library.
   
   Practice your telephone voice to be sure that it projects a smile.
   
2. Make eye contact with your patrons and try to be at eye level with them if you can.
   
   For example, if your patron is seated, perhaps in a wheelchair, it really makes it easier for them to talk to you if you are seated, too.
   Don't forget children - it helps to be at eye level with them, too.
   
3. Use relaxed tones of voice and a relaxed body posture.
   
   
4. Move with your patron rather than pointing. Directions that seem simple to you may be confusing to a person not used to your library.
   
   

Body language

Patrons notice our body language as well as our words. In addition to the all important body language of smiling, you can try:

1. Using your physical actions to show your patron that you are paying full attention to them. Put down your pen or whatever you are working on. Give the patron your complete attention.
   
   
2. Being aware that people may prefer different amounts of physical space around them. Some like to stand closer, some further away. Try to accommodate the patron's preferences, not yours.
   
   
3. In some cultures, it is impolite to make direct eye contact. While this is usually one of the best approaches to establishing rapport with a patron, do not be disconcerted if some patrons do not return the contact.
   
   

Physical barriers

Sometimes we put actual physical barriers between our patrons and ourselves. High counters or stacks of books may intimidate some people. Imagine the barrier a high counter represents to a child or to a person in a wheelchair!

In some larger libraries, the reference area may be tucked into a corner or away from the entrance where a patron walking into the library cannot see it easily.

Many patrons prefer to help themselves. They rely on good signs and an orderly arrangement to find what they want. If the arrangement of the building is confusing, your patrons will be confused too! It helps to look at our libraries from different patrons' points of view.

An interesting exercise is to bring a friend into your branch to look around with a new perspective. Choose someone who doesn't often use the library if you can. Ask your friend for reactions on the general atmosphere, signs, lights, arrangement and ease of finding things.

Go to Working with persons with disabilities.

Back to Overcoming barriers.

Back to Table of Contents.

Back to MORE Manual Home Page.

This page was updated on October 8, 2003.