A customer is approaching the information desk. I am available, as are my
colleagues. Who will the person choose to approach? In the
slow times of exam periods or late shifts, I often stand wondering why the
customer didn’t approach me first. I was definitely sporting the mandatory “I
am the happiest person in the world” smile, so really, they should have picked
me. But they didn’t. So how do I cope with such rejection? I can either push my
colleagues out of the way, or I can solve my problem like a true librarian. So
off I went to do some research.
I was in luck. Really, it was fate, serendipity, or maybe
just plain old coincidence. An advance view of First Impressions and the Reference
Encounter: The Influence
of Affect and Clothing on Librarian Approachability was available
through The Journal of Academic Librarianship. It was twelve pages, so I
skimmed. I only needed the conclusions and I did not have time to waste. My career
and my self-esteem depended on me being the most popular person at the
reference desk.
So what did I learn?
1. Smiling
consistently increases approachability. But I was already smiling like I’d won
gold at the Olympics so moving on…
2. Don’t
look down. Especially if you’re a woman. Unless you are young and looking at a
book. Oh the confusion. I’m young, must go find a book. But I’m also a woman,
so should I just hold the book up to eye level? Yes, that could work!
3. Wear
a name tag. Especially if you are young. Hmmm, I wonder if I make my name tag
bigger, will that help?
4. Formal
clothing – a must for men and older people, and a definite no for women and
younger people. Well this is cause for celebration. I’m kicking off my heels
and stepping into my Cons. And as for that pencil skirt. It can go to Vinnies.
I’ll stick with my jeans.
5. Last
lesson – even clothing colour matters. If you are a woman, don’t wear red. This
is funny because red is supposed to enhance attractiveness. So evidently, if
you’re pretty, you’re up the creek without a paddle. Ok, off to the shops to
stock up on white and blue t-shirts.
So where does all this leave me? I’m smiling, I am
reading a book BUT not looking down. I’ve got my name tag on and looking like
I’m going to the movies. I’m all set to be inundated with pleas for assistance.
PROBLEM. I’m 25. Told I look around 18. I have been asked
if I’m a student on many occasions. I’ve also been asked “Can I speak to
someone more senior?” – even when that senior person will give the exact response
that I did. Usually, they’re not even more senior, just older. So now I’m
standing in my casual wear looking even younger. I just don’t get this
research, but how can you argue with evidence?
It’s easy – I’ll argue with the arrogance of youth.
So I think I’ll continue dressing like I’m going
to a job interview. Let’s face it, appearance matters. But more than looking
approachable, I want people to trust that I know what I am taking about. I’ll
wear my jeans on Fridays, and see if I notice a difference.
Dimity Flanagan is an Information Services Librarian at UNSW Library
