So I just came across this recent blog post on Agnostic, Maybe, where he lists some informal rules about doing reference. It’s definitely worth a read, whether you’re fairly new to reference or it’s old hat and you could just use a couple reminders. My favorite part? He describes the perfect reference interview:
For me, the perfect reference interview is the one that makes someone’s day. It doesn’t have to be important or big, but just right to make them leave feeling good. It means I have them more than they expected, whether it is materials, information, time, and/or patience. The last two can overshadow all others because it shows a level of care and concern that translates at the human level.
Yes and yes and more yes. People really appreciate when I take extra time to help them. Yeah, it probably interrupted the workflow earlier this week when I spent almost 30 minutes fighting with the 3000th update Yahoo Mail and tried to help a lady print some online gift certificates… but 1) the poor lady was frustrated and starting to snap at her partner, and I hated to see them leave the library empty-handed and angry 2) for all I know, the certificate could have been for necessities like food, diapers, medicine, etc. 3) that’s exactly why I’m there! They were super grateful that I stayed with them until their printouts were in hand, but that’s just what you’re supposed to do as a good librarian. On the surface it may look like libraries are about materials, but the connections we make with people are really why libraries exist.