My background is working in an academic library, dealing with subject and directional enquiries, but the following strategies are relevant in any situation where you are handling enquiries. Reader expectations of the librarian at the enquiry desk are very low; often we are viewed as human signposts, only there to provide answers to general directional enquiries in between carrying on with our other work.

Readers are very apologetic when approaching the desk, and often consider they are wasting your time.There are ways of dealing with this and appearing more approachable.

The enquiry desk itself

Consider the location of the enquiry desk, does this help or hinderenquiries, and do signs indicate it is an enquiry desk? Is it tucked away in a corner, or does it provide a good view of the rest of the library? Is it seen as a 'us and them' barrier? Are you sitting facing in the direction from which readers approach you, or side on or with your back to them? Does your computer block your view of what is happening and others' view of you? It is often worthwhile coming out from behind the desk to assist readers, and create the idea that you are on the same level as them.

Inviting enquiries

It is easy to recognise when someone is looking for something, and trying to pluck up the courage to ask the librarian. Ask them if they need some help. Consider interrupting nearby conversations where one reader is providing another reader with inaccurate information, or openly voicing a concern without actually approaching the enquiry desk. Adopt the attitude that there is no such thing as a stupid enquiry. You may have heard the same request hundreds of times, but this will be a unique and novel question to the enquirer.

Discouraging tunnel vision

In response to a subject enquiry, mention both print and electronicformats. Certain readers will have only considered scanning books for a topic; point them in the direction of ejournals or databases as well. Similarly, show the reader requesting journal articles books where their specific topic may take up a chapter. Consider the implications of an enquiry, many apparently simple directional questions can become detailed discussions of library procedure.

For example, a query about the whereabouts of a journal issue might lead first to looking at the print holdings, then to the electronic holdings, checking the article is not available in the short loan collection, and then briefly discussing the interlibrary loans system, and borrower entitlements. Promise to assist the reader further in the future if they need help.

Query negotiation

Do not be afraid to ask the reader to explain and expand on their enquiry if you do not understand it. You cannot expect to be a technical expert in all the areas covered by the stock. If necessary ask them to write down or spell an unfamiliar name, term or acronym, and to tell you what it is in layman's terms.

Queue management

If there are several people waiting at the desk, quickly ascertain their needs, and acknowledge the presence of all people waiting in the queue. A person with a directional question can be helped in seconds, without their having to wait behind a person with a detailed enquiry about search strategies on a database. Consider providing an explanatory leaflet in the meantime for a queueing reader whilst you handle one enquiry, with the promise that you will find and help them as soon as possible.

Follow up enquiries

Promise to email or phone a reader if an answer is not immediatelyavailable, you need to consult another staff member, or you need to buy some time to think about the request longer. Try not to see yourself as belonging to a particular part of the library, but to the service as a whole. Photocopy maps or bus timetables to show the way to other parts of your institution or service, and learn to deal with enquiries that are not specific to the library. Readers do not see you as only a subject enquiry specialist, but as a member of staff at your organisation, and do not appreciate being shuttled backwards and forwards. Deal with circulation enquiries or other areas outside your remit where you can. At the same time, recognise when there is someone who can provide a more authoritative answer.

Personal development

It is worthwhile keeping a list of precedents to assist with future enquiries. In an academic setting, the librarian is likely to have the same question asked by several different students, perhaps relating to course modules they are studying.

Compile a list of frequently asked questions, and consider ways that these could be reduced, for instance by better signage, or by producing a new user guide, for example showing readers how to register their email address with the library.

Andrew Gerrard
Senior Library Assistant (Science Team)
George Green Library
University of Nottingham
Email: Andrew.Gerrard@nottingham.ac.uk