Creating a Welcoming Environment
We strive to create a welcoming, inclusive environment for all of our patrons. When you are working at the service desk, you represent the library, and we will rely on you to help create that environment by greeting patrons and remaining approachable.
When you are working at the desk, make sure you make eye contact and greet anyone who is approaching the desk. Pay attention to things like posture (don't slouch behind the computers or put your feet on the desk). Think about how you might appear from the other side of the desk.
Instead of saying things like, "I don't know," or "I can't help you," ask clarifying questions to make sure you understand what the patrons are after. If you are ever unsure of how to help a patron, you can ask a supervisor.
We want to be welcoming to all patrons, but also aware of different anxieties that patrons might be experiencing when walking into the building. Below we will discuss a few, including library anxiety and surveillance anxiety.
What is library anxiety?
Library anxiety is a real phenomenon that patrons may experience. Patrons may feel overwhelmed by the physical space of the building, or by the idea of trying to get help with something like research. You can help ease any potential library anxiety by remaining approachable. If you notice someone looking around like they might be lost, you can ask, “Is there anything I can help you find?”
For more information about library anxiety, read this link: https://daily.jstor.org/do-you-suffer-from-library-anxiety/.
What is surveillance anxiety?
While we do want you to greet and remain approachable, we also want you to be mindful that some people may also experience surveillance anxiety due to consumer racial profiling.
For more information, please read this link: https://www.aclrc.com/blog/2022/7/20/racial-profiling-in-the-retail-industry
When providing customer service at Foley, we aim to greet patrons and remain approachable, striking a a balance between easing library anxiety without creating surveillance anxiety.
Dignity of All Patrons
We serve many different kinds of patrons: GU faculty, staff, undergraduate students, graduate students, visiting Summit patrons, Great Northern University patrons, community patrons, and Alumni.
Regardless of a patron’s status, we treat everyone with equal dignity and respect. Do not make assumptions about patrons. We have faculty, staff, and students of all ages and from all backgrounds.
Likewise, we have a behavior-based method when reporting issues to Campus Security in order to avoid things like racial profiling. You will be going through behavior-based reporting training with Campus Security (if you have not done so already).