Shelley Mosley, Dennis Tucker, Sandra van Winkle

Crash Course in Dealing with Difficult Library Customers

• Broschiertes Buch

Produktbeschreibung

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.

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Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.

Produktdetails

• Verlag: Libraries Unlimited
• Seitenzahl: 188
• Erscheinungstermin: 16. Dezember 2013
• Englisch
• Abmessung: 280mm x 216mm x 10mm
• Gewicht: 489g
• ISBN-13: 9781610692830
• ISBN-10: 1610692837
• Artikelnr.: 39307277

Autorenporträt

Shelley Elizabeth Mosley, Dennis C. Tucker, Sandra Van Winkle

Inhaltsangabe

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