Crash Course in Dealing with Difficult Library Customers
Home > Reference > Library and information sciences / Museology > Library, archive and information management > Crash Course in Dealing with Difficult Library Customers
Crash Course in Dealing with Difficult Library Customers

Crash Course in Dealing with Difficult Library Customers

|
     0     
5
4
3
2
1




International Edition


About the Book

Libraries are public places—open to anyone and everyone. This book contains invaluable, practical tips for library staff who sometimes must deal with difficult or even dangerous individuals and situations. Every library experiences difficult patrons. Thorough preparation is the best defense: it's always much better to be proactive than reactive. The authors of Crash Course in Dealing with Difficult Library Customers realized that these kinds of situations are more universal than unique, despite the great variations in library environments and customer bases, and pooled their more than 100 years of experience to offer practical advice that will help library staff prepare for the many kinds of "worst case scenarios"—before they arise. The book identifies the basic types of problem-causing individuals, thoroughly overviews effective strategies for offsetting their actions, and explains how to successfully manage the stressful, emotionally charged situations that can arise. Drawing on their extensive real-world experience, the authors provide instructions for "last resort" options when dealing with illegal activities, acknowledge the rights of employees in difficult situations, and present strategies that will minimize staff members' stress levels when dealing with patrons. While this book will be extremely valuable to public library staff, it addresses common situations that can happen in public service at any type of library. Administrators who need to develop policies to protect their staff and their users will also find this unique work essential reading.

Table of Contents:
Acknowledgments Introduction: A Word about Library Patrons PART I Some General Guidelines in Dealing with Problem Customers PART II Patrons with Disruptive Behaviors: Moaners, Groaners, and Other Cranky People Angry Patrons: Caustic Complainers Bottlenecks: Indecisive/Forgetful Patrons Brats: The Running-to-the-Other-Parent Patrons Chronically Overdue People: Only Imagining Real Time Clingers: Stuck to You Like Glue Deceivers: Lying as a Way of Life Entitled: Just Because We Are Monopolizers: It's Always Our Turn Extremists: People Who Take Everything to the Outer Limits Harmless Eccentrics: Local Color Smelly People: The Hygiene Deficient and Other Stinky Patrons Know-It-Alls: People Who Don't Need a Reference Librarian Loud Customers: People Who Need a Volume Control Knob Shy, Quiet Mumblers: What Was That Again? Political Campaigners: Perpetual Petitioners Religious Proselytizers: The Library Is Their Mission Field Slobs: Messy Eaters, Chewing Gum Archivists, and Other Untidy People Smokers: The Original Polluters Squeaky Wheels and Other Nitpickers: Your Running Commentators Texters: The Medium Is the Message Time-Challenged Patrons: "I Still Have a Minute before You Close" PART III It's All about Me Arguers and Bullies: The Aggressive Customers Censors: The Library's Self-Appointed Watchdogs "I-Know-Someone-Important" Customers: The Name-Droppers VIPs: Flaunting Their Self-Importance "I-Pay-Your-Salary" Customers: The Less Than Benevolent Benefactors Impatient, Type A Patrons: The Instant Gratification/"I-Don't-Have-Time-for-This" Customers Rebels: Pride in Noncompliance PART IV Mommie Dearest and Other Perilous Parents Oblivious Parents: "What, Me Worry?" Kid Dumpers: Using the Library as Their Free Babysitting Service Permissive Parents: Begetting Brats is Serious Business Abusive Parents: Putting Their Children in a World of Hurt PART V Patrons Who Need Social Services Unemployed Customers: Your Job Can Help Them Get Theirs Homeless Customers: Living in the Shadows of Society Mentally Ill Customers: Society's Most Misunderstood Paranoid Patrons: Someone's Out to Get Me! PART VI "Just the Facts, Ma'am": When Patrons Break the Law Doodlers and Other Book Defacers: Your Book is My Canvas Vandals: This Is Why We Can't Have Nice Things Hackers and Other Computer Tamperers: Take My Data. Please Thieves: People Who Weed Your Collection for You PART VII Dangerous Patrons Racists, Homophobes, and Other Bigots: Fueled by Hatred Gangs and Graffiti: Signs of Trouble Substance Abusers: Your Addiction Affects Us All Sexual Deviates: Flashers, Molesters, Lechers, and Other Perverts Stalkers: The Quiet Menaces Arsonists and Other Pyromaniacs: For the Love of Fire Criminally Dangerous Patrons: What You Don't Know Can Hurt You PART VIII Appendices A. Incident Report Form B. Involving the Authorities C. Computer Usage by Patrons D. Behavior Policies/Rules of Conduct E. Civil Disorder and Demonstrations/Terrorism F. Referrals to Outside Agencies G. Materials Challenge Form H. Materials Complaint Policies and Forms I. Laws Regarding Library Vandalism J. Laws Regarding Library Theft K. Body Fluids/Hazmat L. Fire Safety Procedures M. Bomb Threats N. Problem Patron Policy Suggested Resources Index


Best Sellers


Product Details
  • ISBN-13: 9781610692830
  • Publisher: Bloomsbury Publishing PLC
  • Binding: Paperback
  • Language: English
  • Weight: 503 gr
  • ISBN-10: 1610692837
  • Publisher Date: 16 Dec 2013
  • Height: 279 mm
  • No of Pages: 188
  • Width: 216 mm


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Crash Course in Dealing with Difficult Library Customers
Bloomsbury Publishing PLC -
Crash Course in Dealing with Difficult Library Customers
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Crash Course in Dealing with Difficult Library Customers

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals

    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!