Law Librarians' Self-Help Guide: Dealing with Patron Interruptions

by Jennifer Dalglish

When you work in a law library, other people's emergencies can quickly become yours. The ability to drop what you're doing, help a person in need, and return to your activity is paramount in our profession. I originally put these tips together as sort of a personal pep talk when my plate was full and I felt like each patron interruption was pushing it over the edges. The following tips might help you deal with frequent interruptions by patrons, too.

Smile. Yes, this really is first and foremost. Try it. You'll be surprised at the difference it will make in your day—both in the way you feel about serving your patrons and the feeling they will have after being helped by you. It's true what they say: A little smile goes a long way.

Breathe. Studies have shown that taking a few deep breaths does wonders for calming the body, spirit, and mind. While the patron is describing the issue or beginning the conversation, transfer your conscious thought to your breathing pattern. Slow it down. Inhale deeply through your nose and exhale through your mouth. Try to do this discreetly because you don't want the patron to think you're doing yoga, hyperventilating, or not paying attention.

Pause and repeat the patron's needs. Repeating your interpretation of what you understand the patron's needs to be will help facilitate a meeting of the minds about how you can help. This will, in turn, help expedite the interaction. Feel free to tell the patron you need to think for a minute, if necessary.

Use some type of intake form. If you have a patron who is emotional or if you simply need a few moments to get to a good stopping point with what you are doing, give the patron something to fill out. This is a wonderful way to help calm patrons and help them gather their thoughts. It also helps you buy yourself some time without making the patron feel unimportant.

Practice patience. Often, patrons might not realize it themselves, but they simply need somebody to listen. Whether it's a professor who needs to talk through an issue, a parent who is upset with the judicial system, or an attorney who just wants to shoot the breeze while procrastinating or waiting for someone else, a little patience really does work wonders. Try not to think negative thoughts, such as "I have a ton of stuff to do and couldn't care less about your drama." True patience requires a bit of reliance on the power of positive thinking.

Turn off your e-mail notifications and handheld devices. Research indicates it takes at least 60 seconds to return to your train of thought after being notified you have a new e-mail message or voice mail. A short glance isn't so short, after all. It disrupts your focus on the patron's needs. Planning for a couple of specific times each day to check your e-mail and other messages is sure to help corral wasted time. This will only work if you consistently regulate yourself and are decisive. An example would be to plan to check your e-mail and voice mail one half-hour after your first break and one half-hour after your second break and then stick to it. Sure, it may take the entire allotted time just to read or listen to your messages, but you can incorporate the items that need further action into your regular work flow if you make fast decisions.

Write yourself a quick note. When a patron enters, immediately jot down a reminder to yourself of what it is that you are doing. This can be as simple as "15 minutes into checking e-mail," "processing payroll," or "editing rough draft." If you are reading or filing, you will also need to remember to mark your place. It's not uncommon to get so sidetracked that, by the time you return to what you were doing, you can't remember where you were or even what it was you were doing. It's completely OK to tell the entering patrons, "Hi! How are you? Good. Let me just write myself a quick little note." They will understand, or at least, they should.

Give yourself permission to prioritize. This is easier said than done and certainly easier for some depending on their position. If you have a deadline or are working on something important that requires great attention to detail, such as the budget or a research project, don't be afraid to make yourself unavailable for certain amounts of time. Just make sure to communicate your availability. This might go without saying for some, but you should also strive to be open and available to interruptions more often than not.

Seek balance. Once you have contemplated the patron's issues, weigh his or her needs against your own. You may be able to deal with the request quickly or delegate it to someone else. However, if you are working on something time-sensitive and the patron's needs will be time-consuming, there is no reason you shouldn't inform the patron of how much time you think it will take and how much time you have to offer. It is readily apparent that so many of us have an inherent reflex to drop everything and put the patron's emergent needs ahead of our own. The patrons are mostly why we're here, after all. Most patrons are grateful for our assistance and willing to accept or negotiate a timeline for the assistance they will receive.

Alter your perspective. It is sometimes easy to become irritated and frustrated with frequent interruptions. If you view each interruption as an annoyance detrimental to your immediate productivity and overall work performance, then it will be. Instead, try to view each interruption as an opportunity to perhaps learn something new or potentially help someone. By altering your perspective to focus on the positive outcomes of each interruption, both short- and long-term, you can lower your stress levels and provide a better experience and environment for everyone involved.