Prior to the library reopening to the public on June 15, we made both staff and patrons aware that masks are not required to visit the library but they are encouraged. We said that patrons working in close proximity to staff, such as those who request assistance with computers, will be required to wear a mask. As we expect to get busier with school starting later this week, we wanted to provide some examples of situations where patrons would be required to wear a mask and situations where they wouldn’t be required to wear a mask. We realize that these conversations can be particularly uncomfortable, but we want to make sure they are consistent in message and as positive in tone as we can make them.
When to require patrons to wear a mask
When assisting a patron as they are working on a patron computer
When assisting a patron as they are working on the microfilm machine
When assisting a patron for an extended period of time, either at the Ask Us Desk or at any location in the library
When not to require patrons to wear a mask
When assisting a patron with a brief transaction, either at the Ask Us Desk or at any location in the library
When a patron approaches a staff member at the desk
If the patron stands behind the Plexiglas, wearing a mask
Hooray!
If the patron stands behind the Plexiglas, not wearing a mask
In this case the amount of time for the transaction is important. If the interaction is brief, such as checking out, paying fines, or answering quick questions, just keep the Plexiglas between the staff member and the patron.
Suggested language: “I’m very happy to help you. Just to let you know, if our conversation lasts more than a couple of minutes I’m going to ask if you would wear a mask. Thank you for your understanding while we work to keep you and me safe.”
If the patron does not stand behind the Plexiglas but is wearing a mask
Suggested language: “I’m very happy to help you. Please step behind the Plexiglas screen so that we can be sure we’re complying with all appropriate safety measures. Thank you for your understanding while we work to keep you and me safe.”
If the patron does not stand behind the Plexiglas and is not wearing a mask
Suggested language: “I’m very happy to help you. Please step behind the Plexiglas screen so that we can be sure we’re complying with all appropriate safety measures. Just to let you know, if our conversation lasts more than a couple of minutes I’m going to ask if you would wear a mask. Thank you for your understanding while we work to keep you and me safe.”
When a patron approaches a staff member on the floor
If the patron is wearing a mask
Suggested language: “I’m very happy to help you. Just to let you know, I’m going to ensure that we stay at least 6 feet apart in order to properly social distance. Please let me know if you need me to speak up. Thank you for your understanding while we work to keep you and me safe.”
If the patron is not wearing a mask
Suggested language: “I’m very happy to help you. Just to let you know, I’m going to ensure that we stay at least 6 feet apart in order to properly social distance. Also, if our conversation lasts more than a couple of minutes I’m going to ask if you would wear a mask. Thank you for your understanding while we work to keep you and me safe.”
When a patron needs assistance at a computer or microfilm machine
If the patron is wearing a mask
Suggested language: “I’m very happy to help you. Just to let you know, I’m going to try to stay at least 6 feet apart in order to properly social distance. Please let me know if you need me to speak up. Thank you for your understanding while we work to keep you and me safe.”
If the patron is not wearing a mask
Suggested language: “As you may know, masks are encouraged when visiting the library but not required. However, we do require that patrons wear masks when staff are working closely with them, such as helping on the computer. (Hand patron a mask.) Thank you for your understanding.”
If the patron declines to wear a mask after you ask them
Suggested language: “I’m very sorry but we won’t be able to assist you with this particular request in person unless a mask is worn. However, we’d be happy to help you over the phone or if you’d like to reconsider wearing a mask.”
Remember that customer service is a top priority, and that it’s important to treat every person who walks through the door with the utmost consideration, regardless of whether or not they are wearing a mask.
We’ve provided some suggested language in this post, but we’d also like to hear from you what has worked well. Please email Sarah with your thoughts.
Thank you for all you’re doing to serve our patrons in this new environment.
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