Proactively Seek Out Patrons' Questions

Many patrons are hesitant to approach a reference librarian with their questions. There may be many reasons:

• The library user thinks he or she can find the information without help
• Asking for help is viewed by the patron as an admission of ignorance
• The person in need of information is too embarrassed by the subject wanted to ask for help

Walk around the library--slowly. You may notice people wandering through the book stacks or using the catalog apparently without success, looking puzzled or confused.

Do not be afraid to approach such a patron. Using a phrase you're comfortable with, offer your assistance. Sample questions/statements include:

• Are you finding everything you need?
• Is there any way I can help you?
• I'm here if you decide you need some assistance.
• Please don't hesitate to ask me if you want a little help.

Even if the person rejects your offer of help at that time, the fact that you reach out when you perceive a need greatly improves the chances of the patron approaching you with a question at a later time.

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