15 Patron Services

Patron Services is the general term for all services in which a library staff member and a patron interact. This includes face-to-face interaction and digital interaction. All interactions with patrons must be carried out in a professional manner. In addition to the benefits this provides for outreach purposes, it is just good manners to treat people respectfully when they are interacting with you. This is one of the basics of Customer Service. Customer service is the general attitude held by professionals in all fields. Whether or not the customer or patron is right, they should be treated with respect and helped to find the information or solution they are seeking. Librarians and library staff should not be overbearing or intimidating. There are multiple moments in which good customer service skills can help you navigate complicated interactions with a patron, including:

• A patron requests that the library host an event promoting a controversial political candidate, but the librarian feels that doing so would violate the library’s policy of remaining neutral on political issues. A solution could be to provide the patron with information on how to reserve a room at the library for their own event and to provide them with resources on how to promote their event in a neutral manner.
• A patron complains that a group of homeless people is using the library as a shelter, but the librarian is hesitant to ask them to leave because the library is a public space and the patron does not have a clear legal basis for the request. A solution could be to provide the patron with information on local organizations that provide services to homeless individuals and to offer the patron training on how to interact with homeless individuals in a respectful and non-judgmental manner.
• A patron requests that the library remove a book from the collection because it contains offensive language, but the librarian believes that the book has literary merit and should be available for patrons to make their own judgments about. A solution could be to provide the patron with alternative materials that they may find more suitable, while also informing them of the library’s collection development policy and the reasons why the book is important to keep in the collection.
• A patron requests that the library block access to certain websites on the library’s computers, but the librarian is concerned about violating other patrons’ First Amendment rights. A solution could be to provide the patron with resources on how to use parental controls on their own devices, while also providing them with information on the library’s internet filtering policy and the reasons why certain websites may be blocked.
• A patron requests access to data collected by the library on the reading habits of patrons, but the librarian is concerned about violating the patron’s privacy. A solution could be to provide the patron with information on the library’s data collection and privacy policies, and to offer them the option to review and control the data that the library has collected on them. Additionally, the librarian could also offer the patron resources on data privacy and inform them about the library’s data security measures.
• A patron requests access to another patron’s reading history, but the librarian is concerned about violating the privacy rights of the patron whose information is being requested. The librarian could inform the patron requesting the information that due to privacy concerns, the library cannot disclose that information. The librarian could also offer alternative resources or suggestions for the patron to find the information they are looking for. The librarian can also contact social workers or other peace officers if they feel that the patron’s life or lifestyle is in danger.
• A patron is denied a Library card due to outstanding fines, but the patron argues that they are unable to pay the fines and that they are being denied access to education and information. The librarian could work with the patron to come up with a payment plan or community service options to clear the outstanding fines. The librarian could also direct the patron to resources such as online databases or digital materials that are available for free. Another option is to eliminate fees and fines altogether related to library material use.
• A patron complains about the lack of diversity in the library’s collection, but the librarian is concerned about the cost of acquiring new materials and the limited budget for collection development. The librarian could work with the patron to identify specific titles or authors that they would like to see in the collection and use that information to advocate for budget increases or to seek out donations or grants to acquire those materials. The librarian could also direct the patron to alternative resources such as interlibrary loan or online databases that may have a more diverse collection.
• A patron wants to access certain sites that are blocked by the library’s internet filtering software, arguing that they are being denied access to information, while the librarian argues that it is to protect children from inappropriate content. The librarian could work with the patron to understand their specific needs and research alternative ways for the patron to access the information they need. The librarian could also consider adjusting the library’s internet filtering settings to allow for more access while still protecting children from inappropriate content.
• A patron wants to use the library’s computer to access their personal online accounts, but the librarian is concerned about the patron’s data being compromised and the library’s liability if the patron’s account is hacked. The librarian could inform the patron about the potential risks and suggest using their own device or using a secure network. The librarian could also provide the patron with resources such as guides on how to protect their online privacy or direct them to a cyber security expert for more information.

All of these examples show the foundational skills in Patron-Centered Service, which is the library form of customer service. It takes the principles of decency, respect, efficiency, and openness a step further. Unlike a business, whose chief aim is to make money and be as logistically effective as possible, the purpose of the library is to serve the entire public and the individual coming through the door at the same time. We might be thought of as a hybrid public service and business. Logistics are still important, but money-making is not our end goal.