1st Edition
Helping the Difficult Library Patron New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem
By Linda S Katz
Copyright 2002
314 Pages
by
Routledge
314 Pages
by
Routledge
314 Pages
by
Routledge
Also available as eBook on:
This insightful book shows you how to deal with an issue as old as the library profession: interacting with problem patrons. It looks at this fact of life that affects almost every facet of library work and provides practical solutions--some developed within the field and some borrowed from other professions--that will improve reference services for those you serve and make the work of your... Read more
- Introduction
- The Nature of the Problem: Definitions, Scope and Extent, Historical Perspectives, and Diverse Clientele
- Problem Patrons: All Shapes and Sizes
- The Problem Patron: Is There One in Your Library?
- The “Problem Patron” Public Libraries Created
- Historical Perspectives on Problem Patrons from the British Public Library Sector, 1850-1919
- Difficult Library Patrons in Academe: It’s All in the Eye of the Beholder
- The Difficult Patron in the Academic Library: Problem Issues or Problem Patrons?
- Personal Safety in Library Buildings: Levels, Problems, and Solutions
- Old Problem for New Reasons: Overcoming the Challenge Presented by Mentally Ill Library Users
- “The Homosexual” as Problem Patron
- The Difficult Library Patron: A Selective Survey of the Current Literature
- The Problem Patron in the Electronic Age
- Do We Really Have an Internet Problem? Statistics, Credibility, and Issues Concerning Public Internet Access in Academic Libraries
- Problem or Challenge? Serving Library Customers that Technology Left Behind
- E-Problems, E-Solutions: Electronic Reference and the Problem Patron in the Academic Library
- The Problem Patron and the Academic Library Web Site as Virtual Reference Desk
- Managing the Use of Cellular Phones in a Small College Learning Resource Centre
- Providing Solutions to the Problem Ideas from Other Professions and the World of Library and Information Science
- How Psychotherapists Handle Difficult Clients: Lessons for Librarians
- The Common Sense of Customer Service: Employing Advice from the Trade and Popular Literature of Business to Interactions with Irate Patrons in Libraries
- The Customer Is Always Right: What the Business World Can Teach Us About Problem Patrons
- Zen and the Art of Dealing with the Difficult Patron
- Healing After the Unpleasant Outburst: Recovering from Incidents with Angry Library Users
- Gypsies, Tramps, and Rage: Coping with Difficult Patrons
- Help Yourself: Front-Line Defense in an Academic Library
- The Difficult Patron Situation: Competency-Based Training to Empower Frontline Staff
- Core Competencies of Front-Line Employees: The German Contribution to a New Service Culture
- Partnership with Community Resources—Campus Police: Revisiting Policies to Reflect the 21st Century
- Index
- Reference Notes Included
Biography
Linda S Katz
