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How can you communicate library service standards and policies to patrons who are unfamiliar with them?

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Libraries are dynamic and diverse spaces that offer a range of services and resources to their patrons. However, to ensure a safe, respectful, and productive environment, libraries also have standards and policies that guide their operations and expectations. How can you communicate these standards and policies to patrons who are unfamiliar with them, especially if they come from different backgrounds, cultures, or languages? Here are some tips to help you convey your library's values and rules effectively and respectfully.

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Stephen Eng
Jared Otieno

Electronic Resources Librarian at Kenyatta University
Denise Vieira Camacho

Analista de Sucesso do Cliente Pleno (CS) | Consultoria em Gest?o de Documenta??o MEC | Consultoria em Normaliza??o de…

1 Use clear and consistent signage

One of the easiest ways to communicate your library's standards and policies is to use clear and consistent signage throughout the library. Signs should be visible, readable, and concise, and use simple and direct language. They should also include relevant symbols, icons, or images that can help patrons understand the message. For example, you can use a red circle with a slash to indicate something that is prohibited, or a green check mark to indicate something that is allowed. You can also use different colors, fonts, or shapes to distinguish different types of signs, such as informational, directional, or instructional.

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Jared Otieno

Electronic Resources Librarian at Kenyatta University
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Library service standards and policies are better communicated to users through one-on-one sessions such as library orientation for new patrons. Such sessions will provide good platforms to explain and clarify the standards and policies to the patrons in an interactive manner.

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Domingua Abboud

Collection Development department, Head- Mariam and Youssef Library, at Notre Dame University, Louaize (NDU)
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I suggest taking new students in a Library tour in addition to clear and consistent signage would be a good start. During the "Open Doors" event at our institution, we take our new patrons in a quick tour in the different floors of the library; also we explain how to use the library and the services provided by each department.

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Pia Lara

Técnico en bibliotecología, abogada y creadora de contenido
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Siempre es útil utilizar se?alizaciones que se puedan entender por cualquier persona que entre en una biblioteca, pero además está también el buen trato de parte del trabajador a la persona que necesita la ayuda. Es bueno que una persona se pueda orientar por sí misma, pero también es bueno que las personas puedan pedir ayuda cuando así lo necesiten

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Denise Vieira Camacho

Analista de Sucesso do Cliente Pleno (CS) | Consultoria em Gest?o de Documenta??o MEC | Consultoria em Normaliza??o de trabalhos Acadêmicos | Assessoria em Currículo Lattes
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é importante que exista uma comunica??o bem transparente, devemos ter comunica??o visual, textual e um relacionamento próximo com os usuários da biblioteca. Algumas dicas: -Sinaliza??es objetivas com as informa??es mais importantes sobre os servi?os da biblioteca; -Informativos constantes sobre as políticas e regras da biblioteca informando sempre qualquer altera??o; -Visita monitorada à biblioteca a cada turma nova; -Deixar o regulamento da biblioteca exposto no quadro de avisos ou balc?o da biblioteca;

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Justin Choi

Historian | Writer | Librarian | Dispenser of Knowledge and Wisdom
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Putting up consistent signs in the library makes sense. Unfortunately, many people don't follow posted signs. You have to either gently point to the sign or gently explain the rules. When the library closes, there usually is a supplementary verbal announcement even though the library hours are posted everywhere. I find that such reinforcement is better than just having a sign. Thus, create the signs in clear and colorful formats, but be ready to supplement it verbally.

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2 Provide multilingual and accessible materials

Another way to communicate your library's standards and policies is to provide multilingual and accessible materials for patrons who speak different languages or have special needs. You can create brochures, flyers, posters, or web pages that explain your library's services, rules, and expectations in various languages, and make them available at the entrance, the circulation desk, or online. You can also use tools such as Google Translate, audio guides, or braille to make your materials more accessible. Additionally, you can train your staff or recruit volunteers who can speak different languages or assist patrons with disabilities.

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Denise Vieira Camacho

Analista de Sucesso do Cliente Pleno (CS) | Consultoria em Gest?o de Documenta??o MEC | Consultoria em Normaliza??o de trabalhos Acadêmicos | Assessoria em Currículo Lattes
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Utilizar as técnicas de UX writing e Copy writing para criar os informativos, e-mails, post e conteúdo digital relacionados à biblioteca ajuda muito a atingir mais usuários e torna a compreens?o mais fácil e a leitura mais agradável.

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Lucas Martins

Bibliotecário na Dom Helder | Conselheiro no CRB-6 | Inteligência Artificial | Data Science | Processos Gerenciais | Direito | Eventos | Gest?o de Documentos | Scrum Master | Inova??o | Biblio Academy | Marketing
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Acessibilidade é um tema recorrente na biblioteca, está inclusive de acordo com a Segunda Lei e terceira lei de Ranganathan. O bibliotecário hoje é preciso pensar no seu usuário em sua comunidade e fornecer a ele fontes de informa??o adequadas além disso ferramentas como Servi?o de Dissemina??o da Informa??o pode aumentar o grau de acessibilidade da biblioteca.

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Jessica Paul

Local Government Marketing and Activation Specialist | Library advocate
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Some ways I have found this helpful is to first ensure your marketing or promotions officer has had training in how best to create an inclusive environment for the community. - We have started by using easy English in our policies, which include icons and pictures to help demonstrate what the policies are about. - It is also great if you have access to multilingual staff or services to ensure the message is getting across. However, for libraries these tend to be costly services. - The other great thing we promote is having staff that are understanding and take the time with new members to help them understand.

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3 Engage in respectful dialogue

A third way to communicate your library's standards and policies is to engage in respectful dialogue with patrons who are unfamiliar with them. You can use verbal and non-verbal cues, such as tone, gesture, or eye contact, to convey your respect and interest. You can also use open-ended questions, active listening, and paraphrasing to understand the patron's perspective and needs. Moreover, you can use positive and constructive feedback, examples, and suggestions to explain your library's rationale and expectations. For instance, you can say, "We appreciate your enthusiasm for reading, but we ask you to keep your voice down in the quiet zone, because it helps other patrons concentrate and enjoy their books."

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Stephen Eng
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Respectful, firm and constructive dialogue is essential. Today, I had to address 3 patrons who were eating and drinking in our children's room (our library prohibits food and drink there except water). Patrons often flout this rule because of misunderstanding about where they can eat. Being explicit about library policies and why they're in place ensures that there is no room for patrons to guess and make incorrect assumptions. In addition, make sure to explain what patrons can do instead (ex. "Next time, finish your coffee before coming up here.")

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Heidi Colom

Librarian at Tampa-Hillsborough Public Library System
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Remember to use clear and direct communication. Some people may have trouble understanding body language. Others may not be familiar with idioms and nuances of the English language. So in addition to signs being clear and direct in their communication, also make sure that your dialogue with the patrons involves direct communication.

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Lucas Martins

Bibliotecário na Dom Helder | Conselheiro no CRB-6 | Inteligência Artificial | Data Science | Processos Gerenciais | Direito | Eventos | Gest?o de Documentos | Scrum Master | Inova??o | Biblio Academy | Marketing
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Atendimento ou servi?o de referência é o cora??o da Biblioteca, pois está em contato com o que você tem mais importante na Biblioteca que é o usuário. é muito investir em capacita??o da equipe para melhor atender a sua comunidade.

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Stella M. Madete

University Librarian at Umma University
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Offer personalized assistance by having one-on-one dialogue, hence the Library must ensure that there is a help desk for such matters.

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Tina Brienza Guida

Author/Researcher/Higher Education Administration
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I've often found in my personal and professional life that it's not so much what you have to say but more so the spirit of your communication and the tone that you use. Direct interaction can be most effective when conveying policies and procedures and if you come across in a spirit of trying to help the patron and make them feel it is to their advantage if they follow the rules. I worked as a college librarian for five years and often students were rowdy or collaborating. Treating them as a mentor and not like a superior key for me to communicate library policies and maintain quiet space. Also, apologize for the inconvenience and thank them for their compliance. They will go away knowing the rules and feeling empowered.

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4 Refer to authoritative sources

A fourth way to communicate your library's standards and policies is to refer to authoritative sources that support your library's decisions and actions. You can cite relevant laws, regulations, codes, or guidelines that govern your library's operations and responsibilities. You can also refer to professional associations, organizations, or publications that endorse your library's values and goals. For example, you can say, "We follow the American Library Association's Code of Ethics, which states that we respect the privacy and confidentiality of our patrons and their information."

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Lucas Martins

Bibliotecário na Dom Helder | Conselheiro no CRB-6 | Inteligência Artificial | Data Science | Processos Gerenciais | Direito | Eventos | Gest?o de Documentos | Scrum Master | Inova??o | Biblio Academy | Marketing
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Hoje talvez seja o pilar do bibliotecário em meio digital é justamente consultar em locais adequados, para isso é importante a assinatura de boas bibliotecas digitais. Em rela??o a organiza??o interna utilizamos o regimento interno, código de ética do bibliotecário para realizar as nossas atividades. Atualmente conta também a quest?o da privacidade, para isso é importante saber a LGPD, e ter um bom gerenciamento de dados na biblioteca e institui??o.

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Denise Vieira Camacho

Analista de Sucesso do Cliente Pleno (CS) | Consultoria em Gest?o de Documenta??o MEC | Consultoria em Normaliza??o de trabalhos Acadêmicos | Assessoria em Currículo Lattes
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Para nós bibliotecários, consultar e citar fontes confiáveis, autorizadas, fidedignas é uma responsabilidade uma vez que somos quem dissemina??o informa??es e conhecimento para nossa comunidade. Educar os usuários da biblioteca realizar pesquisas nessas fontes é primordial.

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5 Invite feedback and collaboration

A final way to communicate your library's standards and policies is to invite feedback and collaboration from patrons who are unfamiliar with them. You can create opportunities for patrons to share their opinions, suggestions, or concerns about your library's services, rules, and expectations. You can also involve patrons in planning, designing, or implementing your library's programs, events, or projects. For example, you can conduct surveys, focus groups, or interviews to gather patron feedback. You can also invite patrons to join your library's advisory board, committee, or club to participate in your library's decision-making and activities.

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Denise Vieira Camacho

Analista de Sucesso do Cliente Pleno (CS) | Consultoria em Gest?o de Documenta??o MEC | Consultoria em Normaliza??o de trabalhos Acadêmicos | Assessoria em Currículo Lattes
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Podemos deixar canais de comunica??o abertos para nossos usuários sempre expressar suas sugest?es e e esclarecer suas dúvidas sobre as políticas da biblioteca e regras dos servi?os oferecidos. Vale ter mais de uma canal, por exemplo, uma caixinha de sugest?es no balc?o, um e-mail divulgado no site da biblioteca e um canal de telefone ou whatsapp, bem como realizar posts nas redes sociais divulgando esses canais.

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Flor Elisa Trillo-Tinoco

Records and Information Management Coordinator
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Offering a brief session while they request something so the rules make sense to them can be significant to their knowledge, but also with specially designed face-to-face sessions in which rules can be discussed and understood. I also love to participate in technical sessions with SMEs and take the last five minutes of their time to promote our services (benefits) but also explain our rules (obligations) so they can be aware. Then, from mouth to mouth, more users can take advantage but are already educated by others. To reinforce the learning process, traditional brochures, presence in internal bulletins or mailing lists, or/and small tutorials (no longer than two minutes) always help!

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Faith Jones

Library Director
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Make your policies simpler, fewer, and based in mutual respect, rather than a list of rules. Eg. "Library users will respect each other's rights and needs" can replace ten rules like "No loud talking or phone calls in the library; Harassment is not tolerated; Books must be returned on time; Get off the computers when others are waiting; No reserving seats for more than 15 minutes" etc.

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Beatriz Hernando Robledo

???Técnico auxiliar de Bibliotecas | Pensadora de proyectos
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En el día a día nos encontramos con este problema. Es bastante común ver cómo personas que saben la normativa se la saltan, o cómo siendo nuevos ni siquiera preguntan si se puede hacer algo o no. Es necesario tener la normas bien se?alizados, no sólo en la zona infantil, si no también en los adultos. Nos servirá como fuente a la que agarrarnos si se enfrentan a nosotros preguntándonos ?dónde lo pone por escrito? Es muy habitual que les suele el telefóno e inmediatamente cogerlo y seguir hablando. En esta situación sólo queda levantarse y recordarles la norma. La se?alización de la normativa debe adaptarse a las edades por lo que se aconseja que sean iconos muy directos y a evitar usar tonos negativos.

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Gail Oosthuizen

a glass of milk
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When communicating service standards and policies to new patrons, be open to their questions. Let them know if they don't understand they can ask you questions later. Show them that you understand it is new to them and that you are giving them a chance to think. Let them feel comfortable.

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How can you communicate library service standards and policies to patrons who are unfamiliar with them?

1

2

3

4

5

6

1 Use clear and consistent signage

2 Provide multilingual and accessible materials

3 Engage in respectful dialogue

4 Refer to authoritative sources

5 Invite feedback and collaboration

6 Here’s what else to consider

Library Services

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How can you communicate library service standards and policies to patrons who are unfamiliar with them?

1

2

3

4

5

6

1 Use clear and consistent signage

2 Provide multilingual and accessible materials

3 Engage in respectful dialogue

4 Refer to authoritative sources

5 Invite feedback and collaboration

6 Here’s what else to consider

Library Services

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