Although there are articles and books that lecture librarians on the importance of proper etiquette towards the students, rarely are there articles on the importance of informing students on proper reference desk etiquette. If students expect librarians to maintain respectful attitudes and manners, should we not expect the same from them?

No texting, talking, surfing, or music!

Texting, talking, and surfing are common distractions when a student has a cellphone and students can respond by disengaging in the interaction. In one colleague’s experience, a student pulled out an iPhone and began playing with the different functions as a reference interview was being conducted by the librarian. As a result, the student answered the librarian’s clarifying questions with “uh-huhs” and “mm-hmms.” Should librarians accept the age of connectivity with cellphones or oppose the unnerving distractions?

No eating!

Eating hot or messy foods while at the reference desk can be distracting to the student and librarian (especially a hungry one). In a personal experience, a student approached my desk with a Harvey’s hamburger and as she ate and spoke at the same time, she managed to sully the desk space with burger pieces and left grease marks on the computer screen. I had difficulty in understanding the student’s needs as she was preoccupied with eating and seemed more interested in her delectable meal. Was the student multi-tasking due to a busy school schedule or was it bad table manners?

Answer

As a student in an institution of higher education, disrespectful behaviour in the classroom or towards peers is not tolerated or accepted by instructors and professors. Students should afford librarians the same respect they provide to professors and other members of the academic community. However, librarians do run the risk of enforcing the “shh!” librarian stereotype if we do ask students to remove their distractions and may discourage future interactions at the reference desk. As a result, it is important to ensure that training, signage, and procedures are implemented at the reference desk to prevent or diminish bad student behaviour.

A major part of my ability and knowledge of strategies is scenario training during my first few months at the university’s library. In a role-playing exercise, I had a student (played by another librarian) who was disengaged and distracted during the interaction. At the time, I tried asking questions to involve the student but found it difficult since “the student” gave me only one-word answers. My coordinator explained that by moving the keyboard and mouse and giving the student a tactile experience, a student would have no hands for texting as they would be busy typing on the keyboard. Training can provide librarians with opportunities to discuss strategies or refresh themselves on dealing with difficult patrons.

A friendly reminder of respectful desk behaviour would be helpful to librarians during busy times on the desk. Instead of spending an extra few minutes explaining or dissuading students from using their devices or eating, librarians can get right into the reference interview. Signage can play an important part in diminishing time wasted on explaining desk etiquette. Visible and clear signage near the reference desk on proper desk etiquette reminds students of expected and respectful behaviour. Like the movie theatres, a quick reminder explaining the importance of shutting electronic devices usually reminds many people in the audience to adhere to the theatre etiquette.

A procedure should be established in dealing with students who are resistant to adhering to desk etiquette. By providing effective strategies for dealing with patrons who refuse to adhere to desk etiquette, it would give a sense of support for staff as well as a tool for the reference desk. This can be especially helpful for new staff who have just started on the reference desk and encounter unexpected behaviour.

Of course, librarians are not perfect (although we are pretty close), thus it is important to hold librarians accountable for bad manners at the reference desk. However, bad table manners at the reference desk on the student’s part are equally insulting and it is important that libraries recognize the need to implement training, signage, and procedures. Bad table manners are bad table manners and there are no excuses for disrespectful attitudes and behaviour. If we do not value our time and services by ensuring that students provide us with the same respect, who will?

Silvia Vong is currently a part-time librarian at York University’s Scott Library. She also volunteers as an askON intern and as an events co-ordinator for the Special Libraries Association’s Toronto Chapter. She has a maste of library and information science degree from the University of Western Ontario.