Communication and Documentation Flashcards

A patron becomes verbally aggressive at the circulation desk. After the situation is resolved, what should the staff member do FIRST regarding documentation?

Answer: Complete an incident report with objective facts while details are fresh

Incident reports should be completed promptly and record observable facts, not opinions.

Which statement belongs in an objective incident report?

Answer: At 3:15 p.m., the patron raised his voice and threw a book onto the desk

Objective reports describe observable behavior with times and actions, avoiding assumptions or diagnoses.

When writing a procedure for opening the library each morning, which format is MOST effective?

Answer: A numbered, step-by-step list in the order tasks are performed

Sequential numbered steps make procedures easy to follow and train on.

What is the main difference between a library policy and a procedure?

Answer: Policies state what and why; procedures explain how to carry them out

Policies set governing principles approved by the board, while procedures give the operational steps.

A staff member receives a phone call from a parent asking which books their 17-year-old has checked out. What is the BEST response?

Answer: Explain that patron records are confidential and cannot be shared without the account holder's consent or as allowed by law

Most US states protect library patron records by law, and ALA ethics require keeping them confidential.

Which technique best demonstrates active listening during a patron interaction?

Answer: Paraphrasing the patron's request back to confirm understanding

Paraphrasing confirms understanding and shows the patron they were heard.

Meeting minutes for a library staff meeting should primarily record:

Answer: Decisions made, action items, responsible persons, and deadlines

Minutes summarize decisions and assigned actions rather than verbatim dialogue.