Crash Course in Dealing with Difficult Library Customers
Published on 16. December 2013
Book
Paperback/Softback
188 pages
978-1-61069-283-0 (ISBN)
Description
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.
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.
Reviews / Votes
[T]his volume truly presents the reader with a comprehensive overview of preventing stressful situations in the library, diffusing angry patrons, and knowing the best course of action to take in any circumstance. . . . The work is a great review as well as introduction to the life of a librarian, illustrating both the positive and the challenging situations. * ARBAonline *More details
Series
Language
English
Place of publication
United States
Publishing group
Bloomsbury Publishing Plc
Target group
Professional and scholarly
Dimensions
Height: 280 mm
Width: 216 mm
Thickness: 10 mm
Weight
489 gr
ISBN-13
978-1-61069-283-0 (9781610692830)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Shelley Elizabeth Mosley | Dennis C. Tucker | Sandra Van Winkle
Crash Course in Dealing with Difficult Library Customers
E-Book
12/2013
1st Edition
Libraries Unlimited Inc
€42.99
Available for download
Persons
Shelley E. Mosley is an author and retired library manager.
Dennis C. Tucker, PhD, is reference/adult programming librarian for the Margaret K. Troke Branch of the Stockton-San Joaquin County Public Library, Stockton, CA.
Sandra Van Winkle is a technical writer and an experienced grant writer. She is a contributor to What Do I Read Next?
Dennis C. Tucker, PhD, is reference/adult programming librarian for the Margaret K. Troke Branch of the Stockton-San Joaquin County Public Library, Stockton, CA.
Sandra Van Winkle is a technical writer and an experienced grant writer. She is a contributor to What Do I Read Next?
Content
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
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