In order for us to effectively identify the patron's information needs in a manner that puts the patron at ease, effective listening and questioning skills are necessary for a positive interaction.
What we can do:
- We communicate in a receptive, cordial, and supportive manner.
- We use a tone of voice and/or written language appropriate to the patron and the nature of the transaction.
- We allow the student to fully state his/her information need in his/her own words before responding. Don't be afraid of a few moments of silence or pauses.
- We identify the goals or objectives of the student's research, when appropriate.
- We use open-ended questions to encourage the student to expand on the request or present additional information.
- “Please tell me more about your topic.”
- “What additional information can you give me?”
- “How much information do you need?”
- We use closed and/or clarifying questions to refine the search query.
- “What have you already found?”
- “What type of source do you need?”
- “Do you need a book or an article?”
- “Do you need current or historical information?”
- We maintain objectivity. Do not interject value judgments about the subject matter or the nature of the question into the transaction.
- We respect student privacy by maintaining confidentiality after the transaction and utilize technology without compromising student privacy (see Recording in BlueJeans)
