Reference librarians' approachability

I had a stimulating conversation with Greylin, the wonderful SL expert/SLIS student in SL this afternoon. We talked about our understanding of how reference librarians should present themselves to users. Greylin says when she works as a SLIS student guide to help out visitors to the SLIS SL campus, she takes the proactive approach and offers her help by asking them "Can I help you", instead of waiting for them to come and ask for information. I like this idea and I agree with her that reference librarians in SL should provide their services this way (and they certainly do!), but our opinions diverge in terms of whether real life librarians should assume the same approach.

I think it would be a bit intrusive for reference librarians to come up to someone and ask whether he/she needs help in a real life library. Greylin explains that of course librarians don't have to sneak up on people (she did the funny sneaking-up gesture when she said this), but for those seemingly lost and confused patrons, such greetings will make them feel a lot better. I couldn't agree more - but this shouldn't be the job of a reference librarian, but more appropriate for the receptionist at the information booth usually located near the entrance of the library.

Approachability-wise, I firmly believe that reference librarians should have the customer service mentality and appear friendly, inviting, encouraging and amiable. I hate the stereotypic image of librarians that's harsh, rigid and intimidating and it needs to be completely rehauled. But I really don't think it's necessary for them to always keep an eye on patrons and initiate the service to those who look like they are in need of help. It's reasonable that they are expected to say "can I help you" (with a warm smile on their face) to people near the reference desk who seem hesitant to ask their questions. But having to scouring for patrons to help is just a bit beyond the responsibility of reference librarians.

Anyways, it's fun discussing issues like this with Greylin. SL has brought up new topics in reference as well as motivated us to revisit some old ones. I love SL. :-)