Lose the clipboards, (students think you are going to survey them and
run away), get staff to wear tabards that say "Library Staff ask me" and
to go about their normal tasks like shelving or sorting or whatever, and
you will find thart they will happily approach you. Hope this helps.
Steve

-----Original Message-----
From: A general Library and Information Science list for news and
discussion. [mailto:[log in to unmask]] On Behalf Of Hambelton,
Paul
Sent: 10 February 2010 16:03
To: [log in to unmask]
Subject: Re: Roving off to a slow start?

Hi Sue, I hope you won't think this a hostile response, but having never
seen a roving service used, I wonder whether readers might regard roving
staff somewhat resentfully, and take the attitude 'If I want help I'll
ask for it'?

I'm sure you've heard this line before, and that your staff don't badger
readers like shoe salespeople in Dolcis, but it seems to me to be a
problem.

I remember reading of research showing that readers enter and leave
libraries in droves without finding what they're looking for, because
they either don't realise that it is part of staff's job to assist with
finding material, or don't find staff approachable enough to ask.

So if they don't like to be asked, and they don't like to ask, what to
do?

Sorry this isn't really either a tip or reassurance, but on a positive
note, I think this kind of initiative is to be commended for trying to
bring readers' attention to the availability of staff guidance and help.
Some people find staff sitting behind enquiry desks off-putting, and
some people find the discovery that staff have legs and can scuttle
across the mezzanine to pursue them even more off-putting...

Best,

Paul.
National Library of Scotland

-----Original Message-----
From: A general Library and Information Science list for news and
discussion. [mailto:[log in to unmask]] On Behalf Of Sue Grant
Sent: 10 February 2010 12:05
To: [log in to unmask]
Subject: Roving off to a slow start?

Hi, 

Just a quick question for anyone who has so far tried a roaming or
roving enquiry service.  

We have just started a trial during our busiest hours, but we are
getting a disappointing level of take up from our readers, who almost
hide when they see us coming!  I am wondering if anyone else found that
this sort of service got off to such a slow start, and whether things
picked up or not?

We are using regular Help Point staff, wearing a red library lanyard &
ID card, and carrying a clipboard with 'Ask Me' in red.  

Any tips or reassurance would be much appreciated. 

Thank you.

Sue Grant
Team Leader, Public Services
Mile End Library
Queen Mary, University of London
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