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Intimidation
6:43 PM EST 1/12/09
I've noticed that patrons seem to be sometimes afraid to ask the staff questions about anything- whether it's how to use the OPAC, where to find a book or how to cite a source for a paper. A good way to combat this may be to actively approach the patrons and ask if they need anything...but most of the time at the branch where I work the staff doesn't have very much spare time to do this. I often wonder if there are other ways to make the staff more approachable.
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RE: Intimidation
8:29 PM EDT 3/10/09
as a reply to holly mccarthy.
I've found the best way to not seem intimidating is also the most basic : smile genuinely at each customer that comes in. You can do this while waiting on someone else, without taking away from the customer with which you're working.
I have found that for the very shy customers, even approaching them doesn't always work because they think you're too busy, or perhaps should be waiting on someone else with a "bigger" question. When I approach someone, I try to remember to remind that that is it my job to help them find answers to their questions, whether it's me helping them, or guiding them to the reference librarian (I always take the time to walk them to the reference desk and introduce them/their question to the librarian, in case they are overly shy).
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