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
library staff less stressful, more productive, and increasingly
meaningful.Helping the Difficult Library Patron: New Approaches to
Examining and Resolving a Long-Standing and Ongoing Problem
examines: the nature of the problem from historical and demographic
perspectives ways of dealing with the problem in academic and
public libraries competency-based training techniques that will
empower your frontline staff the impact of new technologies such as
cellular phones and the Internet and ways of dealing with the new
breeds of difficult patrons that come with them solutions from our
colleagues what we can learn from the perspectives of
others--psychotherapists, businesspeople, and corporate
managers--you even get a Zen Buddhist viewpoint! effective ways to
utilize community resources such as campus and local police and
much, much more! Nowhere in the library literature have so many
practitioners and educators combined their efforts to examine and
provide solutions to this ageless problem. Library administrators,
staff, and educators will find Helping the Difficult Library Patron
a matchless resource!
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