Information Services Services Management Committee

ISR Training Committee's Tips For Roving

(compiled from discussions held February & March 2001, with Information Desk Staff)

Roving is an enhancement of the service we provide to our clients. The framework for delivery is meant to be non-structured, flexible and congruent with an individual's personal "style". Below are some tips & strategies that may be useful:

Trouble Getting Started? Try This:

Take the person directly to a terminal when he has a question rather than showing him at the desk. This will get you in the habit of moving about.

Follow-up with a person you have already helped at the desk (e.g. Go to the terminal and ask if she is finding what she needs, etc.)

Take users through their research one step at a time (i.e. get them started at a terminal, encourage them to come back to the desk or say you will come back).

Approaching People - Some Strategies

Keep your questions short and non-intrusive. You might try phrases such as: are you finding what you need? is everything going o.k.? is everything working? AVOID: do you need help? (this might imply they are doing something wrong).

Trust your instincts about when to approach an individual - respect the person's privacy.
Remember: we all have different comfort zone levels.

No need to ask everyone at the terminals - this appears artificial. You might try raising your voice a little when you are helping someone. Others nearby will notice and may be inclined to ask for assistance.

If patrons say they don't need help (although you recognise they do) - it might be best to leave them. It's not a good idea to always point out mistakes. They will usually ask later when they recognise they need help.

There is a Line-up at the Desk - What to do?

Assess the situation and act accordingly - play it by ear. Some options might be:

Get people at the terminals started (tell them you will be back)
Go to the desk and try to filter out some of the line-up ( e.g. "O.k. who has a quick question? ")
Say "I can take 2 more questions then I have to go back to the desk to help my partner".

Helped Everyone - Continue Roving or Return to the Desk?

Survey and assess the situation. Use your own judgement. Some options might be:

Use this as an opportunity to check the workstations, observe what is going on and actively look for anything. AVOID: hovering or giving the impression of policing.

Return to the desk and survey the situation again after a short period of time.

Compiled by Judy McTaggart for the ISR Training Committee, March 2001