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Makerspace Staff Guide

What to know when you staff a makerspace desk

Find Out What They Want....

How to Conduct a Makerspace Reference Interview

You hear a lot about the importance of reference interviews in the library field -- that importance doesn't diminish when you're working in a makerspace! What makes reference interviews unique in a makerspace? Read on and find out more.

What is a reference interview? 

"A reference interview is a conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources."     Wikipedia, https://en.wikipedia.org/wiki/Reference_interview

Reference interviews happen every day in every library, and are an important way for library staff to connect with and help patrons. They help us determine a patron's needs while also establishing a relationship and sense of trust with them. We use reference interviews in the makerspace to provide the best possible solutions to our patrons.

Why Use Reference Interviews in Makerspaces?

Have you ever had someone come into the makerspace and think they want to do one thing, but then through discussion determine another machine might better suit their purposes? This is a typical experience for makerspace staff, especially when patrons don't know much about the machines in the space. Makerspace reference interviews are important because they:

  • Set us up to provide excellent customer service - we can answer a patron's real question, even if they don't know what that question is
  • Provide clarity on what a patron wants to accomplish
  • Help us avoid relying on assumptions
  • Create a relationship with the patron, allowing them to feel more comfortable asking questions and using the makerspace services
  • Lead to accuracy when we are able to recommend the best machine or software for the patron's needs
  • Educate the public on technology - the machines in our spaces are brand new to many people!

It can feel awkward to walk up and ask a stranger a question, especially when you don't feel completely knowledgeable about the subject. We can help set the stage to make people feel comfortable throughout the interaction by doing these simple things.

  • Being approachable: Smile and make eye contact with patrons.
  • Being alert: Scan the room and pay attention to what's happening in your peripheral vision; be aware of people entering the room, their body language, and any potential signs or sounds of frustration.
  • Being attentive to your own nonverbals: Don't stare into the computer screen or appear to be so involved in something that you can't be interrupted. Think about your posture and if it presents a welcoming image.
  • Being an active listener: Wait for the patron to finish their question before answering. Show that you're listening by asking clarifying questions and repeating their question back to them when necessary.

 

When we're asking questions of our patrons, we're ensuring that we're helping to identify their problem or goal, assessing where they are in their process, and finding out what kind of information they need, all the while encouraging them along the way. It's not an inquisition. To do this, there are two kinds of questions we ask:

Closed-ended Questions: When asking these questions, you're giving patrons specific options to choose from in their response. Frequently these are yes / no questions, but can also be "this" or that" questions.

  • Have you used the makerspace before?
  • Are you familiar with...?
  • Do you already have your design?
  • Do you have a project in mind?
  • Are you asking about the laser or vinyl cutter?

Open-ended Questions: When asking these questions, you're being exploratory and asking for more information from patrons. 

  • ​What are you trying to accomplish?
  • Tell me more about how you want to use your end product.
  • What materials are you hoping to use to accomplish your goal?

(Picture: Project from the makerspace where patron came in thinking he would want to 3D print a solution to their tray storage challenge. Through discussion, it was determined that the CNC would be the better machine to use.)

Pitfalls frequently show up as the opposite of what we need to do to set up a good reference interaction. Avoiding these issues is important, as well as simple to do.

  • Failure to establish contact: This happens when we don’t engage with the patron at all or completely miss what they are saying.
  • Failure to pay attention: This happens when we don't notice that a patron is in the space or in need of help.
  • Premature diagnosis & bypassing the reference interview: This happens when we assume we know what the patron wants and don't ask clarifying questions.
  • Unmonitored referral: This happens when we don't follow up with a patron in the space to make sure everything is going well with their project or the machine.

Most of us have experienced a time when a patron was disappointed in their makerspace experience, largely due to having unrealistic expectations. We can use the makerspace reference interview as a way to help set expectations. This piece of the reference interview comes out in the following ways:

  • Education: Many people are unfamiliar with the processes and machinery when they come in. During this interaction, we have the opportunity to tell them about our procedures and how technology may influence what can be accomplished. For example, astronauts are able to 3D print on demand the tools or parts they need to solve particular problems when they occur on the International Space Station. Educating people about this technology also helps to demonstrate why providing these tools is important to the library - it's a new technology that will be important for people to learn about.
  • Discussion of possibilities: This aspect can also be thought of as discussing limitations, but we want to take a positive view. We are here to serve a diverse population and need to have knowledge and practices that can assist from a base point while also trying to provide equitable use of equipment. With that in mind, you may have to discuss the following with patrons:
    • What the machines can accomplish due to their general functionality, as well as in the time available/Open Hours; this also comes into play with specific time availability for certain machinery (like one hour blocks on the laser cutter).
    • Amount of assistance available from staff
      • During Open Hours, we are here to provide some basic education, knowledge, and assistance to patrons using the space.
      • We don’t know every software and in depth intricacy. The expectation is that we know some of the basics and software to run the machinery.
      • When we have to help multiple people while we’re working a service point, we can provide some assistance, but we can’t usually devote the time needed for something like a class or one-on-one. We need to be available for everyone in the space.
  • Providing referrals: When we come upon a situation where we may not be able to meet our patrons' exact needs, we will frequently look for other solutions:
    • Other PPLD makerspaces: There are some differences in machinery available at each location, and we need to know a little bit about what what each space offers to be able to refer a patron when another option might best suit their needs. For example, if someone wanted to sew a heavy material, they might need to use the Sailrite sewing machine at East Library.
    • LibGuides: These helpful references provide information on the machinery and links to tutorials on related topics.
    • LinkedIn Learning: This database provides a variety of software tutorials that can help patrons develop more skills to take their making to the next level.
    • Manitou Art Center: The MAC is a membership-based makerspace in Manitou, accessible from 5 a.m. - 2 a.m. Offerings include a woodshop and welding, as well as some similar machines to what we offer here at PPLD.
    • Pikes Peak Makerspace: The PPM is a membership-based makerspace on Pikes Peak Avenue just east of downtown with 24/7 access. Offerings include a large CNC, an electronics area, and some similar machines to what we offer at PPLD.