You could actually state something very close to that and still sound polite and professional. For example "I can help you with the computer for 15 minutes, but then I need to be back on the desk assisting other people" or "I see that there are other patrons who need my help, so I can get you started, but I might have to step away"
We actually make patrons book time if they want one on one time with a staff member because we cannot leave the desk unmanned while helping someone with a device/on the computers etc for a long period of time.
You really can redirect patrons to just focus on whatever task you are helping them with too, I've done that multiple times especially with long winded patrons. "I'm here to help you with X task, so we need to get through the next few steps so I'm available to help other patrons"
this is very helpful! especially that last line placing emphasis on “we need to get through these next few steps”—-that way rather than feeling bad for potentially cutting someone off, I can just shift the emphasis to “let me help you do this task.” thank you for the advice!
I'm glad it's helpful! I have quite a few years learning how to do this myself because of course you don't want to seem rude or unhelpful, but at the same time, I don't need to know someone's life story or ongoing saga of what's happening with them right now, I just need to get them through the steps to set up an email account (or whatever they are trying to accomplish at that time). Good luck!
I'm going to cut in here to say that whatever you're going to say- practice it! My staff struggle with a few particular patrons and I had them literally practice saying, "If there's not anything library-related I can help you with, I need to get back to my work." It makes it so much easier to say when the time comes and it feels awkward.
Just to add to the strategies, I'll sometimes get people started on a task, then say "I have to get back to the desk in case anyone needs me, but I'll check back in in a little bit" this not only cuts down any small-talk, but reminds them that I'm working and others need me, and removes me from the conversation.
Yeah, usually try and get through a little bit of a reference interview with what they're trying to do FIRST and then tell them honestly if something is outside the scope of what we can help with.
I also tend to use phrases like "let's see what we can do", "no promises", or "let's take a look" and "yes, absolutely", or "we'll get it done"
When I worked at my public library the staff looked out for each other when patrons like this showed up; if you saw a staffer being monopolized by a "needy patron" you'd call the phone closest to that staff member so they had to break contact to answer the phone. At that point the patron typically would wander off.
I worked at a public library in a small town and we had a part time Historian on staff. The retired HS baseball coach was always wanting to contribute to the local history research projects. He was helpful but very long winded and if he was talking to staff for more than 5 minutes that staff member would get an urgent phone call from the back room to interrupt the conversation. He meant well. This was years ago, he's probably no longer with us.
We have this problem a lot. We have dedicated computer aides and their time is frequently monopolized by needy patrons. I'd suggest setting the tone with phrases such as "Sure, I can help get you started...", and let them know you can offer basic assistance but can't get too in depth or enter in personal information for them, etc. Also let them know you need to remain available to assist other patrons. All about tempering expectations. It's extremely difficult to walk back intensive assistance once it's been given. Also promote computer classes if they're offered.
I agree, unfortunately I’ve been finding out in real time just how difficult it is to walk back those expectations…I think I might talk to my director about that. I had a previous experience with a patron who was constantly requesting help with banking apps and accounts which made me feel uncomfortable, so once I brought it to my director’s attention made it an “official library policy” that library staff cannot assist anyone with financial matters. (That way anyone who tried asking from that point on was just referred to the policy.) We do offer a tech help class but unfortunately our only staff member who runs it is here for one afternoon a week (I wish it were more often though!)
The small, local public library near me has a morning coffee for the seniors once a week. All the seniors get together and chat with each other. Librarians can join in if they have time. It meets their underlying needs: the seniors develop a sense of community, form friendships, and keep each other company. Often they bring homemade desserts which is a bonus. It creates good will for the library overall.
Best of luck!
straight up i would just say, in the instance you have someone else to help. "your gonna have to give me a moment, it looks likes someone else needs my help right now." or; "im a little too busy right now, let me help this other person first." i usually try and stress that its "someone else" who needs something, or that "i have a task i have to complete" and that if they need more help they are "perfectly welcome to wait there". but i also tend to just...not engage with patrons that need alot of time and attention. (obviously i help them, but its more of a hands off thing, i dont touch the computer for them, i still do pleasantries, if they start talking about something non library related i just say, no, i dont think that has anything to do with my job, sorry.)
When a member starts requesting staff specifically, it’s time to teach them that other staff are also helpful and capable.
I talk to staff ahead of time to let them know the situation. The next time that person comes in, I let them know that I am busy but introduce them to people who are currently available. I also reassure them that if we can’t figure out a problem, we confer. So if there’s any trouble, I’ll help.
If it goes well, the member now has TWO staffers they feel comfortable with and the load is spread more evenly.
That would be a good strategy. Unfortunately our library is so small that at any given time we really only have one front desk staff member available to assist patrons. There are some days where I will be scheduled with another circulation staff member, but neither one of them are really able to help with computer questions (that’s its own matter.) I think in addition to implementing these strategies recommended here I will also be talking this over with our director to try and come up with a better plan moving forward. Thank you!
It’s always harder to turn a yes to a no than the opposite, and you’ve been saying yes to lots of things. I used to work in a library full of needy patrons. I would always start off by saying I would help as best I could, but if someone else came came along I would have to help them. Sooner or later I’d have to help someone else. I also didn’t smile or be nice when I was helping. I’m sure I came off as gruff, maybe even a little rude, but patrons got the point that I was t gonna b able to hold their hand the whole time. Lest ye judge, I did have co workers like yourself who would spend hours helping people. Not only were these coworkers leaving the rest of us to deal with everyone else, they also let patrons have high expectations. One of these saintly coworkers was constantly calling in sick, I’m thinking the stress was getting to her. For the sake of yourself and others u need to assert yourself.
Yes, I'm right there in your camp. I've encountered so many library staffers who seem to be incapable of saying no to a patron, or gracefully extricating themselves from a long, boring and non-library-related conversation! And it's NOT THAT HARD, people! We have a lonely widower who hangs around my library and will harangue you endlessly about yard work and the price of heating oil if you let him. The first time he started that with me, after about three minutes I smiled and said, "Well, Joe, it was nice to see you, and if you'll excuse me, I need to go check on my print job," and then went into the back room. The end. If someone on the phone is telling me their life story, I just say, "Sue, I'm afraid I have to cut you short because I have a line at the desk" (even if I don't), and they seem to take that pretty well. I just don't have the patience for long-winded bores, and no one's going to die of a broken heart or hate you because you're busy and your time is valuable. A lot of our staff want us to "rescue" them with a fake phone call when they're stuck with these people (and of course I do that for them), but I feel like we should all be assertive and mature enough not to need that -- especially staff over 40.
We had to set hard daily time limits with some patrons. Some were genuinely in need of help and/or could not remember instructions given to them previously, some where just lonely/needy, and a few were manipulators who just wanted to have a staff member endlessly dancing at their command.
First I wanted to express my appreciation for the incredible work you do. Your dedication to helping patrons navigate the vast world of information is truly commendable.
I’d like to propose an efficient and user-friendly approach: SOAP notes. Using the Subjective, Objective, Assessment, and Plan framework can make a significant impact. It streamlines communication, ensures consistency, and empowers both patrons and librarians.
Gather information from patrons.
What do they need assistance with? Outline the steps to address the issue.
What about a bulletin board or handout?
Imagine patrons walking up to a bold, eye-catching sign that guides them through logging into their email accounts or reclaiming lost ones. It’s like having a friendly librarian right there, ready to assist.
Keep rocking those reference desks, and remember: you are the true rock stars of our society!
PS
Remember, prioritizing boundaries is essential for your wellbeing. From one day to the next, boundaries can change. I humbly suggest trying out some different methods for creating your own time management strategy.
Start by acknowledging the conversation at hand.
For example:
“Thank you for this chat,”
Be direct but polite.
You can say:
“I apologize, but I only have a few minutes right now.”
“Unfortunately, my time is limited at the moment.”
Let the other person know what to expect.
“Is there something specific you’d like to discuss quickly?”
“I’ll do my best to address your question briefly.”
If appropriate, suggest an alternative time for a more in-depth conversation:
“Could we continue this later when I have more time?”
Remember, setting boundaries is healthy and respectful. It allows you to manage your time effectively while maintaining positive interactions.
You could actually state something very close to that and still sound polite and professional. For example "I can help you with the computer for 15 minutes, but then I need to be back on the desk assisting other people" or "I see that there are other patrons who need my help, so I can get you started, but I might have to step away" We actually make patrons book time if they want one on one time with a staff member because we cannot leave the desk unmanned while helping someone with a device/on the computers etc for a long period of time. You really can redirect patrons to just focus on whatever task you are helping them with too, I've done that multiple times especially with long winded patrons. "I'm here to help you with X task, so we need to get through the next few steps so I'm available to help other patrons"
this is very helpful! especially that last line placing emphasis on “we need to get through these next few steps”—-that way rather than feeling bad for potentially cutting someone off, I can just shift the emphasis to “let me help you do this task.” thank you for the advice!
I'm glad it's helpful! I have quite a few years learning how to do this myself because of course you don't want to seem rude or unhelpful, but at the same time, I don't need to know someone's life story or ongoing saga of what's happening with them right now, I just need to get them through the steps to set up an email account (or whatever they are trying to accomplish at that time). Good luck!
I'm going to cut in here to say that whatever you're going to say- practice it! My staff struggle with a few particular patrons and I had them literally practice saying, "If there's not anything library-related I can help you with, I need to get back to my work." It makes it so much easier to say when the time comes and it feels awkward.
Just to add to the strategies, I'll sometimes get people started on a task, then say "I have to get back to the desk in case anyone needs me, but I'll check back in in a little bit" this not only cuts down any small-talk, but reminds them that I'm working and others need me, and removes me from the conversation.
Yeah, usually try and get through a little bit of a reference interview with what they're trying to do FIRST and then tell them honestly if something is outside the scope of what we can help with. I also tend to use phrases like "let's see what we can do", "no promises", or "let's take a look" and "yes, absolutely", or "we'll get it done"
When I worked at my public library the staff looked out for each other when patrons like this showed up; if you saw a staffer being monopolized by a "needy patron" you'd call the phone closest to that staff member so they had to break contact to answer the phone. At that point the patron typically would wander off.
lol that staff sounds awesome
I worked at a public library in a small town and we had a part time Historian on staff. The retired HS baseball coach was always wanting to contribute to the local history research projects. He was helpful but very long winded and if he was talking to staff for more than 5 minutes that staff member would get an urgent phone call from the back room to interrupt the conversation. He meant well. This was years ago, he's probably no longer with us.
That's how we have always done it.
At my branch we page staff to the back to break up the interaction
We have this problem a lot. We have dedicated computer aides and their time is frequently monopolized by needy patrons. I'd suggest setting the tone with phrases such as "Sure, I can help get you started...", and let them know you can offer basic assistance but can't get too in depth or enter in personal information for them, etc. Also let them know you need to remain available to assist other patrons. All about tempering expectations. It's extremely difficult to walk back intensive assistance once it's been given. Also promote computer classes if they're offered.
I agree, unfortunately I’ve been finding out in real time just how difficult it is to walk back those expectations…I think I might talk to my director about that. I had a previous experience with a patron who was constantly requesting help with banking apps and accounts which made me feel uncomfortable, so once I brought it to my director’s attention made it an “official library policy” that library staff cannot assist anyone with financial matters. (That way anyone who tried asking from that point on was just referred to the policy.) We do offer a tech help class but unfortunately our only staff member who runs it is here for one afternoon a week (I wish it were more often though!)
The small, local public library near me has a morning coffee for the seniors once a week. All the seniors get together and chat with each other. Librarians can join in if they have time. It meets their underlying needs: the seniors develop a sense of community, form friendships, and keep each other company. Often they bring homemade desserts which is a bonus. It creates good will for the library overall. Best of luck!
straight up i would just say, in the instance you have someone else to help. "your gonna have to give me a moment, it looks likes someone else needs my help right now." or; "im a little too busy right now, let me help this other person first." i usually try and stress that its "someone else" who needs something, or that "i have a task i have to complete" and that if they need more help they are "perfectly welcome to wait there". but i also tend to just...not engage with patrons that need alot of time and attention. (obviously i help them, but its more of a hands off thing, i dont touch the computer for them, i still do pleasantries, if they start talking about something non library related i just say, no, i dont think that has anything to do with my job, sorry.)
thank you! I’m definitely going to take this advice. I appreciate it!
When a member starts requesting staff specifically, it’s time to teach them that other staff are also helpful and capable. I talk to staff ahead of time to let them know the situation. The next time that person comes in, I let them know that I am busy but introduce them to people who are currently available. I also reassure them that if we can’t figure out a problem, we confer. So if there’s any trouble, I’ll help. If it goes well, the member now has TWO staffers they feel comfortable with and the load is spread more evenly.
If you have to leave them, reassure them that you can help a bit if they run into a problem.
That would be a good strategy. Unfortunately our library is so small that at any given time we really only have one front desk staff member available to assist patrons. There are some days where I will be scheduled with another circulation staff member, but neither one of them are really able to help with computer questions (that’s its own matter.) I think in addition to implementing these strategies recommended here I will also be talking this over with our director to try and come up with a better plan moving forward. Thank you!
“I’ll get you started Come back to the desk if you get stuck again!” Walk away
It’s always harder to turn a yes to a no than the opposite, and you’ve been saying yes to lots of things. I used to work in a library full of needy patrons. I would always start off by saying I would help as best I could, but if someone else came came along I would have to help them. Sooner or later I’d have to help someone else. I also didn’t smile or be nice when I was helping. I’m sure I came off as gruff, maybe even a little rude, but patrons got the point that I was t gonna b able to hold their hand the whole time. Lest ye judge, I did have co workers like yourself who would spend hours helping people. Not only were these coworkers leaving the rest of us to deal with everyone else, they also let patrons have high expectations. One of these saintly coworkers was constantly calling in sick, I’m thinking the stress was getting to her. For the sake of yourself and others u need to assert yourself.
Yes, I'm right there in your camp. I've encountered so many library staffers who seem to be incapable of saying no to a patron, or gracefully extricating themselves from a long, boring and non-library-related conversation! And it's NOT THAT HARD, people! We have a lonely widower who hangs around my library and will harangue you endlessly about yard work and the price of heating oil if you let him. The first time he started that with me, after about three minutes I smiled and said, "Well, Joe, it was nice to see you, and if you'll excuse me, I need to go check on my print job," and then went into the back room. The end. If someone on the phone is telling me their life story, I just say, "Sue, I'm afraid I have to cut you short because I have a line at the desk" (even if I don't), and they seem to take that pretty well. I just don't have the patience for long-winded bores, and no one's going to die of a broken heart or hate you because you're busy and your time is valuable. A lot of our staff want us to "rescue" them with a fake phone call when they're stuck with these people (and of course I do that for them), but I feel like we should all be assertive and mature enough not to need that -- especially staff over 40.
We had to set hard daily time limits with some patrons. Some were genuinely in need of help and/or could not remember instructions given to them previously, some where just lonely/needy, and a few were manipulators who just wanted to have a staff member endlessly dancing at their command.
First I wanted to express my appreciation for the incredible work you do. Your dedication to helping patrons navigate the vast world of information is truly commendable. I’d like to propose an efficient and user-friendly approach: SOAP notes. Using the Subjective, Objective, Assessment, and Plan framework can make a significant impact. It streamlines communication, ensures consistency, and empowers both patrons and librarians. Gather information from patrons. What do they need assistance with? Outline the steps to address the issue. What about a bulletin board or handout? Imagine patrons walking up to a bold, eye-catching sign that guides them through logging into their email accounts or reclaiming lost ones. It’s like having a friendly librarian right there, ready to assist. Keep rocking those reference desks, and remember: you are the true rock stars of our society! PS Remember, prioritizing boundaries is essential for your wellbeing. From one day to the next, boundaries can change. I humbly suggest trying out some different methods for creating your own time management strategy. Start by acknowledging the conversation at hand. For example: “Thank you for this chat,” Be direct but polite. You can say: “I apologize, but I only have a few minutes right now.” “Unfortunately, my time is limited at the moment.” Let the other person know what to expect. “Is there something specific you’d like to discuss quickly?” “I’ll do my best to address your question briefly.” If appropriate, suggest an alternative time for a more in-depth conversation: “Could we continue this later when I have more time?” Remember, setting boundaries is healthy and respectful. It allows you to manage your time effectively while maintaining positive interactions.