I was at the reference desk and found myself in a familiar place. A patron asked a question that required more than a quick search bringing up an almost immediate answer. It didn't help that the computer was moving slowly or that I had difficulty with the patron's accent and used the wrong spelling at first. At these times, I wonder, "Does this person think I am incompetent because I don't push a few buttons and magically produce the perfect sources?"
Intellectually, I know that this question comes from my own insecurity. I understand that some questions need to be attacked from different angles before a satisfactory answer can be found. I realize that while I am conducting preliminary searches and talking with the patron, I am gaining more accurate information about his needs so that I can more accurately target the search. I remember that when looking for information to my own questions, the search takes time. I acknowledge that no matter what my experience level is, there will be questions that necessitate searching for the best source of information.
Emotionally, it is difficult to concentrate when a person is looking at me with hopeful eyes that turn to boredom after several seconds. Then comes the difficult part of reading another person. Is the basic, barely useful information I have found so far enough for them? Is my chatter about what I'm doing now and how the internet is slow making them lose patience? Should I turn the computer screen around so that they can follow along and risk unplugging it having to start over? Do they want me to tell them my every move, even the searches that lead to no results? If we are at the public computers, do I hand over my computer once I find a possibility or do I direct them to the source on their own computer? How do I politely extricate myself when I sense that the patron will not be satisfied unless the answer is flashing in bold letters, but I know he will have to do some reading and digging into the sources I have found?
I'm sure these are common concerns that each person works out as best fits his personality. When I start to feel pressured to produce an answer with lightening speed, I remind myself that a good search takes time. Even the librarians who have been in the profession for as long as I have been alive sometimes take several minutes to look for information. The reason I'm asked a question is because it is hard to answer. That's why I'm here, to take the time to look at a problem from more than one angle. That will take more than a few seconds and I need to portray confidence during that time because I'm doing a good job.
So does the patron think I'm incompetent because I don't immediately produce the perfect source? In the end, it doesn't matter. Reasonable people will understand that searching takes time. Impatient people will either learn what are appropriate expectations or leave frustrated. I can't control what another person thinks. I can only do my work to the best of my ability. I can learn better search techniques and I can learn to better read people, but in the end, I only have the skills that I have now and as long as I am using those skills, I am doing a good job.
Intellectually, I know that this question comes from my own insecurity. I understand that some questions need to be attacked from different angles before a satisfactory answer can be found. I realize that while I am conducting preliminary searches and talking with the patron, I am gaining more accurate information about his needs so that I can more accurately target the search. I remember that when looking for information to my own questions, the search takes time. I acknowledge that no matter what my experience level is, there will be questions that necessitate searching for the best source of information.
Emotionally, it is difficult to concentrate when a person is looking at me with hopeful eyes that turn to boredom after several seconds. Then comes the difficult part of reading another person. Is the basic, barely useful information I have found so far enough for them? Is my chatter about what I'm doing now and how the internet is slow making them lose patience? Should I turn the computer screen around so that they can follow along and risk unplugging it having to start over? Do they want me to tell them my every move, even the searches that lead to no results? If we are at the public computers, do I hand over my computer once I find a possibility or do I direct them to the source on their own computer? How do I politely extricate myself when I sense that the patron will not be satisfied unless the answer is flashing in bold letters, but I know he will have to do some reading and digging into the sources I have found?
I'm sure these are common concerns that each person works out as best fits his personality. When I start to feel pressured to produce an answer with lightening speed, I remind myself that a good search takes time. Even the librarians who have been in the profession for as long as I have been alive sometimes take several minutes to look for information. The reason I'm asked a question is because it is hard to answer. That's why I'm here, to take the time to look at a problem from more than one angle. That will take more than a few seconds and I need to portray confidence during that time because I'm doing a good job.
So does the patron think I'm incompetent because I don't immediately produce the perfect source? In the end, it doesn't matter. Reasonable people will understand that searching takes time. Impatient people will either learn what are appropriate expectations or leave frustrated. I can't control what another person thinks. I can only do my work to the best of my ability. I can learn better search techniques and I can learn to better read people, but in the end, I only have the skills that I have now and as long as I am using those skills, I am doing a good job.
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