Helping the difficult library patron : new approaches to examining and resolving a long-standing and ongoing problem /
Helping the difficult library patron : new approaches to examining and resolving a long-standing and ongoing problem /
Kwasi Sarkodie-Mensah, editor.
- 1 online resource (303 pages)
Co-published simultaneously as The reference librarian, nos. 75/76, 2002.
Includes bibliographical references and index.
Introduction / Problem Patrons: All Shapes and Sizes / Problem Patron: Is There One in Your Library? / "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 / 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 / Difficult Library Patron: A Selective Survey of the Current Literature / 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 / 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 / How Psychotherapists Handle Difficult Clients: Lessons for Librarians / Common Sense of Customer Service: Employing Advice from the Trade and Popular Literature of Business to Interactions with Irate Patrons in Libraries / 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 / 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 / Kwasi Sarkodie-Mensah -- Kelly D. Blessinger -- Calmer D. Chattoo -- Mary K. Chelton -- Gary Kenneth Peatling -- C. Lyn Currie -- Patience L. Simmonds and Jane L. Ingold -- Bruce A. Shuman -- Stephanie Ford -- Polly Thistlethwaite -- Bernice Redfern -- Charlotte Cubbage -- Sara Baron -- Jacqueline Borin -- Daniel Taylor and George S. Porter -- Christopher M. Hall -- Brian Quinn -- Glenn S. McGuigan -- Rebecca Jackson -- Louisa Toot -- Kathy Fescemyer -- Sharon W. Bullard -- Diane J. Turner and Marilyn Grotzky -- Justina O. Osa -- Wolfgang Ratzek -- Joyce C. Wright.
A problem patron is not one with difficult requests or obscure interests, but one who displays behavior that is deemed destructive, criminal, bothersome, offensive, or otherwise inappropriate. Librarians look at the nature of the problem in academic and public libraries, the impact of such technologies as the Internet and cell phones, and solutions from other professions as well as from the experience of librarians.
9781317951803 1317951808
Public services (Libraries)
Libraries and community.
Libraries--Public relations.
Libraries--Security measures.
Customer relations.
Conflict management.
Library buildings--Safety measures.
Bibliothèques--Services aux usagers.
Relations bibliothèque-collectivité.
Bibliothèques--Relations publiques.
Bibliothèques--Sécurité--Mesures.
Relations avec la clientèle.
Gestion des conflits.
LANGUAGE ARTS & DISCIPLINES--Library & Information Science--General.
Conflict management.
Customer relations.
Libraries and community.
Libraries--Public relations.
Libraries--Security measures.
Public services (Libraries)
Benutzerverhalten
Soziale Sicherheit
Soziale Probleme
Aufsatzsammlung
Neue Technologie
Problem
Bibliothek
USA
Electronic books.
Z711 / .H437 2002eb
025.5
Co-published simultaneously as The reference librarian, nos. 75/76, 2002.
Includes bibliographical references and index.
Introduction / Problem Patrons: All Shapes and Sizes / Problem Patron: Is There One in Your Library? / "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 / 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 / Difficult Library Patron: A Selective Survey of the Current Literature / 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 / 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 / How Psychotherapists Handle Difficult Clients: Lessons for Librarians / Common Sense of Customer Service: Employing Advice from the Trade and Popular Literature of Business to Interactions with Irate Patrons in Libraries / 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 / 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 / Kwasi Sarkodie-Mensah -- Kelly D. Blessinger -- Calmer D. Chattoo -- Mary K. Chelton -- Gary Kenneth Peatling -- C. Lyn Currie -- Patience L. Simmonds and Jane L. Ingold -- Bruce A. Shuman -- Stephanie Ford -- Polly Thistlethwaite -- Bernice Redfern -- Charlotte Cubbage -- Sara Baron -- Jacqueline Borin -- Daniel Taylor and George S. Porter -- Christopher M. Hall -- Brian Quinn -- Glenn S. McGuigan -- Rebecca Jackson -- Louisa Toot -- Kathy Fescemyer -- Sharon W. Bullard -- Diane J. Turner and Marilyn Grotzky -- Justina O. Osa -- Wolfgang Ratzek -- Joyce C. Wright.
A problem patron is not one with difficult requests or obscure interests, but one who displays behavior that is deemed destructive, criminal, bothersome, offensive, or otherwise inappropriate. Librarians look at the nature of the problem in academic and public libraries, the impact of such technologies as the Internet and cell phones, and solutions from other professions as well as from the experience of librarians.
9781317951803 1317951808
Public services (Libraries)
Libraries and community.
Libraries--Public relations.
Libraries--Security measures.
Customer relations.
Conflict management.
Library buildings--Safety measures.
Bibliothèques--Services aux usagers.
Relations bibliothèque-collectivité.
Bibliothèques--Relations publiques.
Bibliothèques--Sécurité--Mesures.
Relations avec la clientèle.
Gestion des conflits.
LANGUAGE ARTS & DISCIPLINES--Library & Information Science--General.
Conflict management.
Customer relations.
Libraries and community.
Libraries--Public relations.
Libraries--Security measures.
Public services (Libraries)
Benutzerverhalten
Soziale Sicherheit
Soziale Probleme
Aufsatzsammlung
Neue Technologie
Problem
Bibliothek
USA
Electronic books.
Z711 / .H437 2002eb
025.5