Welcoming behaviors and approachability
Patrons are often reluctant to ask questions. Your job as a reference librarian is to encourage their questions by using welcoming behaviors and by being approachable. Being approachable encourages questions from patrons.
Some Behaviors for Encouraging Questions
Maintain natural eye contact
(Be aware of cultural sensitivities)
Give a friendly greeting
Use a relaxed, upbeat tone of voice
Be at patron's eye level
Keep a relaxed, open body posture
Have an interested facial expression
Lean forward slightly (if sitting)
Walk around the library -- Slowly!
Let people know your name
Provide an appropriate setting
Eliminate physical barriers
Reduce desk clutter
Lower distracting noise levels
Go to Paraphrasing.
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This page was last updated on November 24, 2003.