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Defusing The Angry Patron
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Book Synopsis Defusing the Angry Patron by : Rhea Joyce Rubin
Download or read book Defusing the Angry Patron written by Rhea Joyce Rubin and published by ALA Neal-Schuman. This book was released on 2010-12-31 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Library staff members looking for effective ways to prevent and handle anger-driven confrontations with their patrons will find Rubin's revised text an exceptionally useful, applicable, and enlightening guide.
Book Synopsis Defusing the Angry Patron by : Rhea Joyce Rubin
Download or read book Defusing the Angry Patron written by Rhea Joyce Rubin and published by . This book was released on 2000 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.
Book Synopsis The Reference Library User by : William A. Katz
Download or read book The Reference Library User written by William A. Katz and published by Psychology Press. This book was released on 1990 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provide the best possible service to your library patrons. With a healthy respect for those who seek assistance at the reference desk, a group of library and information service specialists examine the public whom they serve. The Reference Library User focuses on the possible interactions between the reference librarian and the library user. The authoritative contributors discuss many problems in the relationship between the public and the library, and all offer suggestions that will at least help librarians to better serve the public on a daily basis. A major emphasis of The Reference Library User is on the various populations using the library and their particular needs. For example, one chapter examines the information needs of deinstitutionalized patrons and presents methods of providing service and a rationale for community outreach. The state program in Rhode Island is outlined, describing efforts to reach community residents through public libraries and the state operated Bookmobile. Other chapters provide strategies for providing reference services to older adults, the learning disabled, the blind, and the physically handicapped. This informative new volume also deals with general concerns facing librarians today, including determining the audience for both public and academic libraries, educating the user, encouraging nonusers to become library users, and calming irate patrons. Reference librarians will be particularly interested in the problems and solutions discussed in this new volume, as will library managers and administrators who will always benefit from a fresh perspective on public service for the library user.
Book Synopsis Helping the Difficult Library Patron by : Kwasi Sarkodie-Mensah
Download or read book Helping the Difficult Library Patron written by Kwasi Sarkodie-Mensah and published by Psychology Press. This book was released on 2002 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Helping the Difficult Library Patron by : Linda S Katz
Download or read book Helping the Difficult Library Patron written by Linda S Katz and published by Routledge. This book was released on 2013-10-31 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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!
Book Synopsis Defusing Hostile Customers Workbook by : Robert Bacal
Download or read book Defusing Hostile Customers Workbook written by Robert Bacal and published by Bacal & Associates. This book was released on 1998 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Library Patrons' Privacy by : Sandra J. Valenti
Download or read book Library Patrons' Privacy written by Sandra J. Valenti and published by Bloomsbury Publishing USA. This book was released on 2022-01-11 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: A quick, easy-to-read synthesis of theory, guidelines, and evidence-based research, this book offers timely, practical guidance for library and information professionals who must navigate ethical crises in information privacy and stay on top of emerging privacy trends. Emerging technologies create new concerns about information privacy within library and information organizations, and many information professionals lack guidance on how to navigate the ethical crises that emerge when information privacy and library policy clash. What should we do when a patron leaves something behind? How do we justify filtering internet access while respecting accessibility and privacy? How do we balance new technologies that provide anonymity with the library's need to prevent the illegal use of their facilities? Library Patrons' Privacy presents clear, conversational, evidence-based guidance on how to navigate these ethical questions in information privacy. Ideas from professional organizations, government entities, scholarly publications, and personal experiences are synthesized into an approachable guide for librarians at all stages of their career. This guide, designed by three experienced LIS scholars and professionals, is a quick and enjoyable read that students and professionals of all levels of technical knowledge and skill will find useful and applicable to their libraries.
Book Synopsis Conducting the Reference Interview, Third Edition by : Catherine Sheldrick Ross
Download or read book Conducting the Reference Interview, Third Edition written by Catherine Sheldrick Ross and published by American Library Association. This book was released on 2019-07-03 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on the latest research in communication theory but tailored specifically for real-world application, this updated manual speaks equally to the needs of students preparing to enter the profession and those who are already fielding reference inquiries. The authors, working in consultation with a stellar advisory board of scholars and practitioners, present a convenient and comprehensive resource that will teach you how to understand the needs of public, academic, and special library users across any virtual setting—including email, text messaging, and social media—as well as in traditional and face-to-face models of communication. Packed with exercises and examples to help you practice effective reference transactions and avoid common pitfalls, this book tackles the fundamentals of the reference interview, from why it’s important in the first place to methods for setting the stage for a successful interview and techniques for finding out what the library user really wants to know; covers the ins and outs of the readers’ advisory interview; examines a wide range of contexts, such as children, young adults, parents, seniors, adults from diverse communities, and those with disabilities; presents case studies of innovative reference and user encounters at a variety of libraries; offers updated coverage of virtual reference, including new research, virtual reality transcripts, and a look at crowd-sourcing reference via social media; features new content on common microaggressions, with guidance on how to use awareness of emotion as a factor in reference interactions to ensure better outcomes; discusses topics such as respecting/protecting privacy, overcoming assumptions, implicit judgment, the importance of context, determining the real information need, and many other lessons learned from challenging reference encounters; and thoroughly addresses policy and training procedures, as well as the unique challenges faced by paraprofessionals and non-degreed staff. Find your bearings in the continually evolving hybrid reference environment through proven strategies, advice, exercises, and research from three experts in the field.
Book Synopsis Managing the Successful School Library: Strategic Planning and Reflective Practice by : Lesley S. J. Farmer
Download or read book Managing the Successful School Library: Strategic Planning and Reflective Practice written by Lesley S. J. Farmer and published by American Library Association. This book was released on 2017-11-21 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Communicating Professionally, Third Edition by : Catherine Sheldrick Ross
Download or read book Communicating Professionally, Third Edition written by Catherine Sheldrick Ross and published by American Library Association. This book was released on 2013 with total page 472 pages. Available in PDF, EPUB and Kindle. Book excerpt: An updated and expanded version of the training guide Booklist called "one of the most valuable professional publications to come off the presses in a long time," the new third edition of Communicating Professionally is completely revised with new sections outlining the opportunities offered by contemporary communication media. With more resource information on cross-cultural communication, including new applications of communication principles and the latest research-based material on communication in general, this comprehensive manual covers Fundamental skills such as listening, speaking, and writing Reading others’ nonverbal behavior How to integrate skills, with tips for practicing Sense-making, a theory of information as communication Common interactions like speaking one-on-one, working in groups, and giving presentations Training others in communication skills, including a special section on technology-based training
Book Synopsis Making the Library Accessible for All by : Jane Vincent
Download or read book Making the Library Accessible for All written by Jane Vincent and published by Rowman & Littlefield. This book was released on 2024-04-02 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt: Libraries have an ethical, and usually a legal, obligation to make their services accessible to disabled patrons and employees. Making the Library Accessible for All is a single-source guide that librarians can refer to when planning, remediating, or evaluating accessibility. With a unique holistic approach, it emphasizes the perception of people with disabilities as partners in meeting a common goal rather than as a population to be “served.” Topics addressed and updated in this second edition include: Multiple interviews with librarians and other experts in the field about proven accessibility strategies for libraries, personal experiences, and cutting-edge innovations; Innovations in providing assistive digital technology, many of which are free or built into common programs; An overview of changes coming to accessibility guidelines for digital content; Up-to-date information on legislation that may affect some or all libraries; An evaluation of how the COVID pandemic has changed both library services and patron needs
Book Synopsis Library Programs and Services by : Stacey Greenwell
Download or read book Library Programs and Services written by Stacey Greenwell and published by Bloomsbury Publishing USA. This book was released on 2023-06-15 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ninth edition of this popular overview of the various programs and services offered by libraries offers best practice and useful tips for implementing them effectively. Building on the strong foundation of the previous editions, award-winning author G. Edward Evans returns with a new co-author, Stacey Greenwell, for this update that combines their signature style of textbook readability, informality, and sometimes humor, as well as their knack for balancing foundational topics and new trends. A new feature in this edition is the incorporation of the concept of "library social work" through "Social Work Connections" sidebars in each chapter. Anecdotes throughout the text and "Career Connections" sidebars offer practical advice and specific current examples. Greenwell and Evans have combined several chapters from the previous edition and expanded discussions of new trends while retaining and updating the fundamentals. The ninth edition is a welcome update for library and information science courses and a valuable handbook for public services librarians.
Book Synopsis The Reference Interview Today by : Susan Knoer
Download or read book The Reference Interview Today written by Susan Knoer and published by Bloomsbury Publishing USA. This book was released on 2011-06-02 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn and perfect the skills needed to conduct satisfying reference interviews in the modern technological environment with this easy-to-use guide. In today's technology-driven world, reference librarians must serve users who come into the building as well as remote users who ask via various digital means. With virtual reference and social networking tools now commonplace, reference questions have become more complex and interdisciplinary. The Reference Interview Today will help reference librarians decide which tools and strategies will best serve their diverse group of patrons—in person and in cyberspace. This text covers the skills needed for traditional face-to-face reference and how they can be applied in 2.0 media. Best practices for culturally diverse, disabled, and "difficult" patrons; strategies for public and academic libraries; and virtual technologies like Twitter and Second Life are described. Written by a practicing reference librarian, this invaluable book makes it easy to train paraprofessionals and serves as a guide for experienced librarians to hone their skills in new delivery methods.
Book Synopsis Better Than Bullet Points by : Jane Bozarth
Download or read book Better Than Bullet Points written by Jane Bozarth and published by John Wiley & Sons. This book was released on 2011-01-07 with total page 363 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses exclusively on the application of PowerPoint to the creation of online training programs. Better than Bullet Points, Creating Engaging e-Learning with PowerPoint fills that gap. By providing in-depth guidance, specific instructions, and helpful exercises, the book will enable training practitioners to create impactful learning interactions in PowerPoint. The author steps readers through the powerful features of this popular desktop application, covering everything from text to art, animation to interactivity. Provided that the reader owns a copy of PowerPoint, this book will immediately put free real-world tools into the hands of those who need it. The information is practical rather than theoretical and immediately applicable. Most importantly, this book will help make e-learning accessible to those who have previously been excluded from taking advantage of the opportunities e-learning can provide. Jane Bozarth is the e-learning coordinator for the North Carolina Office of State Personnel's Human Resource Development Group and has been a training practitioner since 1989. She is a columnist for Training Magazine and has written for numerous publications including Creative Training Techniques Newsletter and the Journal of Educational Technology and Society.
Book Synopsis Qualitative and Quantitative Methods in Libraries by : Anthi Katsirikou
Download or read book Qualitative and Quantitative Methods in Libraries written by Anthi Katsirikou and published by World Scientific. This book was released on 2010 with total page 518 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume is a valuable resource of research papers and applications presented at the Qualitative and Quantitative Methods in Libraries International Conference QQML2009, on the methodological tools used in library and information science. It provides the reader with a better understanding and holistic view on the subject and contains a plethora of invaluable methodologies and applications to a variety of information and library science. Qualitative and Quantitative Methods in Libraries will be suitable to students as a textbook, as well as to scientists and professionals.
Book Synopsis Qualitative and Quantitative Methods in Libraries by :
Download or read book Qualitative and Quantitative Methods in Libraries written by and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Libraries, Museums, and Archives by : Tomas A. Lipinski
Download or read book Libraries, Museums, and Archives written by Tomas A. Lipinski and published by Scarecrow Press. This book was released on 2001-12-22 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can libraries, museums, and archives update their policies to balance legal requirements with the needs of their users? This in-depth treatment provides concrete background and guidelines for every library, museum, or archive, no matter what the size or mission.
