![\"FSJSS\"](\"https:\/\/bclaconnect.ca\/perspectives\/files\/2020\/11\/FSJSS.jpg\")
<\/p>\nLibraries have always been leaders in providing accessible services and adjusting to new trends. Libraries continually develop and evaluate their service models in order to provide the most relevant, authoritative and timely information to their patrons. At the Fort St. John Public Library (FSJPL), we\u2019ve adjusted to many changes brought on by COVID-19. One of these changes is that we\u2019ve intentionally slowed down our service.\u00a0 Surprisingly, slowing down can be a genuine time-saving technique for patrons and staff.<\/p>\n
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Specifically, we\u2019ve slowed down the rate of speech, which has had one of the most notable impacts on improved communication.\u00a0 When we slow our speech, we can articulate more clearly and focus on the intonation and volume.\u00a0 We allow the listener time to process what we are saying. Library staff share that when they model intentionally slower speech, patrons also slow their speech in response.<\/p>\n
The new safety protocols introduced because of COVID-19 create physical obstructions, such as face coverings and talking between plexi-glass, which make it hard to determine the subtleties of speech. The volume, intonation, articulation and pronunciation of speech are muddled. Reading lips becomes impossible. Patrons and staff can quickly get confused trying to hear and understand each other because of these barriers, especially if they are speaking too quickly. One of the easiest ways to remedy this is to slow down your speaking pace.\u00a0 When we slow down the rate of speech, increase the length of pauses between new sentences and check for understanding, we can enhance communication and our ability to respond effectively.<\/p>\n
At the FSJPL, we have both staff and patron diversity, all of which bring with them individual accents, levels of language mastery, and speech or hearing impairments.\u00a0 One member of our staff has an auditory processing disorder, and in creating strategies to help them, it increased our awareness of how we can further help our patrons.<\/p>\n
Librarians have been using reference interview techniques for decades to check for understanding. Librarians patiently assess what each patron is trying to communicate and have extensive training on effective communication. At the FSJPL we\u2019ve implemented\u00a0thoughtful communication techniques\u00a0given the new circumstances.<\/p>\n
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One:<\/strong><\/p>\n We repeat what patrons are saying before we proceed.<\/p>\n Library Staff: \u201cI need to confirm I heard you correctly. Are you looking for information on the U.S. riots?\u201d<\/em><\/p>\n Patron, \u201cNo, I said the Keto Diet.\u201d<\/em><\/p>\n Library Staff: \u201cOk, the Keto Diet. I can help you find information on the Keto Diet.\u201d<\/em><\/p>\n <\/p>\n Two:<\/strong><\/p>\n We articulate our words clearly and speak slowly on the phone. We use longer pauses between sentences and we shortened our greeting.<\/p>\n We say,<\/p>\n \u201cHello\u2026Fort St. John Public Library\u2026.How can I help you?\u201d<\/em><\/p>\n Rather than:<\/p>\n \u201cGood morning Fort St. John Public Library, Jaiden speaking, how can I help you?\u201d<\/em><\/p>\n <\/p>\n Three:<\/strong><\/p>\n We write down information as it is relayed and\/or have patrons write things down to confirm. This is also a technique that library staff uses to protect privacy when dealing with personal information.<\/p>\n We think about our word choices and use formal wording.<\/p>\n We say,<\/p>\n \u201cYou\u2019re welcome,\u201d \u201cYes,\u201d \u201dNo\u201d<\/p>\n Rather than,<\/p>\n \u201cNo worries,\u201d \u201cNo problem,\u201d \u201cYup\u201d or \u201cUh-Uh\u201d<\/p>\n Libraries continue to provide services that respond to changes in the community and their needs.\u00a0 As we adjust to changes in our spaces and safety protocols, a new model of service is emerging that can accommodate these changes and individual diversities to maximize communication.<\/p>\n <\/p>\n Karlene Duncan<\/strong> is Director of Library Services at Fort St. John Public Library<\/em><\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":" Libraries have always been leaders in providing accessible services and adjusting to new trends. Libraries continually develop and evaluate their service models in order to provide the most relevant, authoritative and timely information to their patrons. At the Fort St. John Public Library (FSJPL), we\u2019ve adjusted to many changes brought on by COVID-19. One of […]<\/p>\n","protected":false},"author":7345,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[270,264],"tags":[],"class_list":["post-11235","post","type-post","status-publish","format-standard","hentry","category-issue-1-the-2020-issue","category-volume-12-2020"],"yoast_head":"\n
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