When I was in school for my MLS, my Readers' Advisory instructor kept referring to RA as "tacit knowledge". On the job, I quickly came to realize that it is an art, not a science, and it really is one of those things that you just know how to do. You're either a reader, or you're not; and if you don't love to talk about books then you don't belong at an RA desk. No matter how good your instructors were or how many of the guides you read up on, there will always be those elusive situations where you'll have to rely on your wits and reading knowledge. Such as…
- How to deal with the patron who can't tell you what they like to read, because they like "oh, everything".
This happens more often than anyone would care to admit. Ask them for the last 3-4 books they've read, and you'll be lucky if they can remember the titles. What's your best bet in this situation? I've found for the patron who just won't give up any information, it's best to walk them over to your new books section and just start randomly showing them a variety of titles. Sounds like a cop-out, but really, this is the kind of person who really isn't looking for a specific recommendation. - What to do when the patron hates your recommendation.
I'll always remember the woman who literally threw the book at me. She has asked for women's fiction along the lines of Danielle Steel. I gave her a Nora Roberts and she was so angry about the bloodshed in it, she came back the next week and tossed it at my head. (Now, that doesn't seem like a person who minds violence in their reading, does it?) The best you can do when a patron didn't like your selection is to simply find out what they were unhappy with and steer in another direction. - Then there are the people who want to know what you're reading.
What do you tell them if you're reading Free for All: Oddballs, Geeks, and Gangstas in the Public Library by Don Borchert, which humorously (and in a usually unflattering way) describes library patrons? This is where your bookmarks and lists will come in handy. What they really want is to feel like they are reading a book that's been approved by other readers. I often find that steering these people to books that are popular with book discussion groups works well. - What do to when the name of every book you've ever read disappears from your brain at the exact moment the patron asks you if you know any good historical fiction.
Just happened to me last week. The patron really wanted something that I could personally recommend, so I could describe the plot and timeline to her. Apparently, that corner of my brain emptied out just before she approached the desk. Luckily for me, I have a list of everything I read online at Shelfari, so by using the tags I could come up with 3 or 4 passable recommendations for her. If that had failed, I was going to use our trusty file of booklists. Really, it's OK to pretend you've read something. I give you permission. If you aren't comfortable with that, at least say, "Well, I haven't read that one yet but it's very popular with staff here".
All of these situations cross the line that RA classes draw in the sand—you aren't supposed to rely on only books that you've read. I just can't go along with that. Sure, you can't recommend your favorite Regency romances to everyone crossing your path, and certainly don't press your reading taste on the patron.. But part of your job should be to branch out and read things outside your usual, so you have at least a passing knowledge of all genres. Let's face it, a large percentage of the time, people want a personal recommendation. They want to know that something has been pre-approved for them. They know you are the expert. If library life was perfect, you'd have an hour to spend with each patron, discussing the different appeal characteristics, finding out what they enjoy most about what they read, discovering what gets them lost in a book. In real life though, it's OK to fall back on your premade bookmarks, your own reading lists, and the internet!
Rebecca Vnuk is the Director of Adult Services at the Glen Ellyn Public Library in Glen Ellyn, IL. She is also the current Chair of the Adult Reading Round Table.