First Impressions and Rethinking Restroom Questions

In her inspirational article in the Winter 2008 issue of RUSQ ("A Personal Choice: Reference Service Excellence") Marie Radford reminds us that reference service excellence begins with the initial patron interaction, whether it is face-to-face or virtual. In this guest editorial, Lorraine J. Pellack reinforces the importance of first impressions formed by patrons. Coincidentally, Pellack's point mirrors the message contained in Susan J. Beck's inaugural presidential column ("This is Our Time to Shine: Opportunities in a Recession") contained in this issue.--Editor Every library that I have worked in over the last twenty-plus years has had at least one staff member grumbling about how often they have to give directions to the restroom. They grumble about patrons who need lessons in reading signs and architects who evilly plan library buildings with invisible restrooms or restrooms far from the entrance. My question is this: Why grumble? This is our chance to shine, to invite people in. While it's true that any trained monkey could point in the correct direction, I would like to believe that human beings aspire to be a bit more helpful than this. In the current economy, with declining numbers of reference transactions and dwindling budgets, every patron encounter is important. These are not just people in need; every one of them has potential. They are potential Nobel Prize winners, potential legislators, potential parents of eager readers, potential library enthusiasts, children with future academic potential, and maybe even future library supporters. Put yourself on the other side of the desk and rethink why someone might be asking a particular question. In the case of questions such as "where's the restroom?" most likely the person has never been in the building before. Yes, you've answered the question a bazillion times, but most people only ask the question on their first visit. Despite many efforts to the contrary, we are still fighting librarian stereotypes of cantankerous old ladies who shush people. Here is a golden opportunity to make a positive first impression, be welcoming, and influence a new person about the helpfulness of library staff. These interactions, in turn, affect the eagerness of visitors to return in the future. Patrons frequently ask for directions even when the person they are asking is standing right next to a sign that gives the answer. Clearly, some people prefer to ask a human being rather than take the time to read building signs. Habits of people in a new environment often include asking directional questions first because they are less threatening. If they do okay, and feel comfortable, they work their way up to more complicated questions later on. Directional questions may seem mundane, but they can be the first step toward answering future needs and instilling confidence in the person asking the question. Have you ever noticed that patrons working at computers near public service desks often overhear conversations? If you watch, you will occasionally see a nearby person looking up and smiling after a joke someone made at the desk. They might even raise an eyebrow after being startled by a particular comment. Have you ever wondered if that person sitting near the desk is too shy, or too embarrassed, to ask a question? …