We were just talking about this in customer service training a few weeks ago. At Disney this is called the 3 oclock question because the most common question asked at Disney is, “What time is the 3 o clock parade?” Apparently cast members get tired of answering this ridiculous question over and over again and so Disney trainers now proactively train cast members to be prepared to answer “3 o clock” questions. We need to look at all of the library’s 3 o clock questions and be prepared to answer those well!

Absolutely brilliant – confirms my suspicion of the tiered reference model (“an “information desk” to siphon off directional questions “) Often “directional” questions mask detailed reference questions from those too modest or unfamiliar with the library to request more. I’ve often said “over there” is only an appropriate answer when directing people to the toilets (restrooms) but I’ll try to make sure I always say it with a smile in future.

Kudos to Lorraine for acknowledging that reference staff members are human! Too often we are taught about the expectations for reference and customer service, without being taught the coping skills that support excellent service. Very few people are bottomless founts of smiles and enthusiasm when barraged with the same questions over and over. This article introduces the skills and support needed in reference service. Humor – it is acceptable to laugh at patrons’ questions behind closed and soundproof doors. Remember the golden rule – how would you like to be treated when you badly need a bathroom and are new to a building? Rest – whether it is a 15-minute coffee break or a two-week vacation, public service staff need rest and relaxation to maintain that welcoming face of the library. Variety – occasionally take staff offdesk and let them hide in a corner and work on a project, which requires no public contact. Co-worker support – in our library unit, we realize that staff members have particular patrons that push their buttons, and encourage staff to ask someone else to step in for that reference transaction.

Thanks for the dose of reality, Lorraine!

I don’t always squelch that urge to tell students we have no restrooms. I once told a student “No, we sure don’t. They make us hold it in all day.” He looked startled and then started laughing hysterically, realizing I was joking. He decided that day the library was OK!

I know it sounds silly, but your article practically brought tears to my eyes. Thankyouthankyouthankyou! I’m not “out front” that often, so I always used to wonder how and why staff sometimes seemed to be so completely burnt-out, but after a four hour shift I have begun doing once a week, now I understand! Nonetheless, I do try to retain the inner monologue of “Remember: you may have answered this a ‘brazilian’ times, but…”, so the really pointed ideas you give are are wonderful!
You should take a look at David Lankes presentation at the Charleston Conference this year. About half way through is a bathroom joke that is absolutely hysterical!

http://quartz.syr.edu/rdlankes/blog/?p=858

paste into browser – the streaming video is on that page – it’s truly inspirational

While I enjoy giving the answers to directional questions, I don’t think the interfacing opportunity justifies the poor design of many library buildings. All too often, library architects or remodellers hide away the restrooms more effectively than the average supermarket! Admittedly, even if there was a flashing red sign and glowing footprints leading to the loo we’d have to tackle that question repeatedly; but there’s no excuse for making it more difficult.

P.S., depending on how often someone uses a building, and how confusing it is, it’s not always just the first time someone uses the building– or even uses the restroom in that building– that they need to ask for directions.

I remember after I was hired at a library but before my start date, I went into the library to get a feel for it and the staff and I asked the lady at the reference desk where I could sign up for the internet. She didn’t even look up, she just pointed and said “at the circ desk” in a rude, dismissive tone. I never forgot this first impression of her and we didn’t get along for the entire 5 years we worked together. I wonder how our relationship might have been different if that first interaction had been more positive. Remember, you never know who you might be speaking to.

Thank you for this motivational and exhortational message. Kudos belong to those of us who also go into the bathrooms every afternoon and tidy up, since the cleaning staff only appears after closing.

Your article gave me a good Friday Laugh! Indeed our smile is fundamental, it is actually what will always make a difference with computers. I have rejuvenated the atmosphere in my college’s library and the result is obvious. Students love to come here, many because they love books (easy), more and more because they love the library, and maybe some because they love the librarian ! Each of them count.

Thanks for your post! I agree with you about using the opportunity to give directions as a chance to invite/ welcome people into the library. I get this question every week because at my library there are no restrooms on the first floor. The woman’s room is on the 2nd and men’s is on the 3rd floor. No wonder people ask!

A very thought-provoking article! It really does help to put yourself in the patron’s shoes. And it’s applicable to every line of work. Thanks to reopening my eyes to making the first experience a good one for our patrons/users!

This article really hit the nail on the head as far as library customer service goes. We really need to consider the issue of patron comfort level and questions. Several years ago I was working the adult reference desk at a busy urban library. One day a Spanish speaking lady came in. Very shyly she greeted me in Spanish and I responded in Spanish. I remember giving her a big smile because I was mirroring her smile. This went on for a few days. Finally, one day she asked me where the Spanish language magazines were. It was important that the patron got a feel for me before she felt comfortable asking her question, as simple a question as it was. This was a valuable lesson for me and has stayed with me to this day. I am more apt to consider the patron’s perspective. Yes, I do get asked where the bathroom is a kajillion times a day but I work here and know where it is. This is that patron’s first time here. How is he to know? How would I want someone to respond to me if I asked a question in an unfamiliar place?

Great article. Even though everything you said is textbook Commonsense Public Relations 101, it still needs to be said! Oscar the Grouch lives in a trashcan for a reason. Who wants their library to echo that environment? (Though Oscar can’t possibly have enough room for all of these books in his abode.) I smiled when you said that you are sometimes tempted to say “no” to the “do you have a bathroom” question. I’ve actually said that (no)…but only to an occasional teen. Teens usually have excellent senses of humor, and they ‘get it’ right away, smile, and that’s that. I like showing that librarians can be funny!

I have yet to meet a person who was asking casually – this may be one of the most vital questions you answer that day!

I entirely agree with your column, and would challenge readers to take it one step further. Look the questioner in the eye. Try answering as if it was the first time you’ve ever heard the question, and rephrase your answer periodically so it is new to you. People can also tell when the brain switches off and the mouth runs on autopilot, and making your response personal rather than rote also lets them know that you see them as individuals.

Brava, bravissima! Our first business is human beings and human needs, no matter how great or small. Signage and whatnot can be helpful, but if we lose sight of our core human values (and stop taking care of ourselves so we can deliver those values), we are, professionally, lost.

Leigh Anne

This was a really thoughtful post. Thanks!

I appreciate the reminder that although we tire of questions about the washroom, the questioner is likely a first-time visitor, and it is opportunity to give a positive first impression of our services.

Right on, Lorraine! If we want to cultivate a reputation for being welcoming, we have to be, uh, welcoming–no matter what the question we are asked.

Also, what’s wrong with repetition? Teachers do it every day. After 17 years as an instructor at a junior college, I still begin every semester back where I started the semester before. I repeat, repeat, and repeat some more. As an adjunct librarian, my job is similar: at the beginning of every semester, I must explain to each student who comes up to the reference desk how to print, how to use the copier, where the bathrooms are, etc., etc.

Does this get old? Not really. I know that I’m making the library a comfortable place to be for students–and that, really, is my job. Giving that comfort may begin with explaining where the bathrooms are, and by the end of the semester I may be helping the same student research his/her term paper. In other words, I’ve taken the anxiety out of going to the library.

I remember in my first job, the more I got the same question over and over, the more these people asking them were complete idiots. I should have looked in the mirror – I obviously had it backward. Somewhere along the line, I gained some wisdom and maturity, and I am now not simply okay with answering repetitious questions, but happy to do so. I went from that sullen Circ desk worker someone mentioned above, who could barely be summoned to look up from her work when asked a question, to someone who genuinely loves working with people. Even when these people come with repetitious question…and gas.

I had moved to a new city for Library School and experienced the typical transition challenges, finding a place to live, looking for a job, trying not to get lost in a new city etc. One night at the beginning of my first semester I was so worn out and disoriented I walked up the driveway to the wrong house! The next day I asked a general question at the Library Science Collection Reference Desk. I hadn’t taken a Reference class yet. The M.L.S. candidate-in-training said to me snidely, “Aren’t you a library school student here?” Grudgingly she answered my question. I’ll never forget her attitude. She gave me a lesson in what NOT to do. We never know what personal situations patrons are balancing in addition to their quest for information.

From a practical point of view, a smile and pleasant response is a free gift that you can give out all day long, is greatly appreciated, and it will COST YOU NOTHING. At a time of budget cuts, this is something that we have an unlimited supply of; we don’t have to ask anyone to allot us with the resources. I recently had a student intern with me, and at the end of the term, I advised him to remember to thank everyone whom he met or shadowed in the library. The reason is very simple: it costs him nothing to do that, and the favorable impression he leaves with the people he thanked may help him when he needs a favor somewhere down the road.

I work at the Welcome Desk at our local library. It is a new and grand building which I love to show off. Sort of like showing off your new home or pictures of your newborn baby. I am the first line when anyone comes into the library and I try to keep on a happy face even if my teeth are aching. I do get a lot of “bathroom” questions but realize that if they are new they don’t know where it is. We are a public service corporation and I am here to serve the public. So bring on the questions. I’ll do my best to answer them myself or find someone who knows the answers. I love my job!

i’ve answered this question 17 gabillion times. golden rule: be nice. the person asking the question may REALLY NEED TO FIND A RESTROOM. FAST! excellent article, by the way.

Thank you for this wonderful reminder. I try to remind myself many times – “How would I want to be treated” and this immediately changes my attitude and response ‘with a smile ‘to the patron – no matter what the question may be.