Greetings,
I answered the Reference Desk phone at 8:00 this morning and had a rather extended reference encounter with a non-affiliate, and frequent caller who requests information on fairly complex medical issues. She has used our services consistently over the last several years.
After conferring with Del and Liz, I have learned that this particular patron has begun to behave in a manner that is problematic. She has made demands that items be faxed, and has insisted that other staff of done this for her; she has called back at various times hoping to get a staff member who will "give her the answer that she is looking for," when she has not gotten it the first time around; and she can, at times "put words into your mouth," for example "...but you just said X and now you are saying Y." I had this happen during my transaction this morning.
Fortunately, these types of encounters are few and far between, and at present are related to one patron, but this does provide an opportunity to remind each other of some basic guidelines to keep in mind when you are dealing with a patron on the phone:
• Phone reference assistance is limited to 10 minutes
• State which of our resources (print or electronic) you are reading the information from – try to include edition, pages, etc.
• If a patron is asking multiple questions or continues to ask additional questions, you may say that you are only able to answer one more question for that encounter. Del has mentioned that he finds this to be an effective strategy to force that patron to “prioritize� their particular information need(s).
• Our subject expertise is related to our collections and use of finding tools. We do not and should not interpret information that we are providing. Always refer the requestor to a healthcare professional – doctor, nurse, pharmacist, etc. – when you are being asked to interpret or offer medical advice.
• Often a person calling is looking for a “second opinion� because they are not satisfied with answers that they have gotten from a healthcare provider. This is not our job.
• If a patron is being insistent or pushy you may refer them to me (5-4499)
Finally, I would appreciate your telling Del or me about any encounters that you have had with this patron that you regard to have been inappropriate or uncomfortable. Please let me know if you have any questions.
Jim