Defusing the Angry Patron: A How-To-Do-It Manual for Librarians / Edition 2

by Rhea Joyce Rubin

Overview

How do libraries deal with angry comments on their websites, blogs, or social networks? Does having a security staff actually help defuse angry users? How can library staff members best respond to frustrated users who get angry in a chat reference setting?

Here, renowned library consultant Rhea Rubin deals with these questions and more. New technologies for service delivery have ushered in new venues for frustration. To help librarians know how to react in the face of patron anger, Rubin adds five new coping strategies to the 20 basic ones she introduced in the first edition. All of them have been updated them in light of key changes, including virtual reference service and the Web 2.0 phenomenon. A whole new chapter addresses anger in the digital landscape.

This very practical how-to shows how effective staff training and intentional behaviors can positively affect patron behavior, minimize altercations, and ease the stress of public services staff. 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.

Product Details

ISBN-13:	9781555707316
Publisher:	American Library Association
Publication date:	12/31/2010
Series:	How-To-Do-It Manuals
Pages:	144
Sales rank:	866,746
Product dimensions:	8.50(w) x 11.00(h) x 0.31(d)

Editorial Reviews

This "How-To-Do-It Manual" updates the first edition, published in 2000. The book has the same format as the first and includes multiple ways for library workers to learn about dealing with anger and using those methods to work with patrons. An initial chapter offers a well-done primer on anger, followed by sections covering prevention measures, basic strategies for defusing anger, effective listening skills, handling situations that do not involve anger, and methods of dealing with digital anger. Updates in this volume reflect the digital landscape, virtual encounters, dealing with your own anger, and sources of help when dealing with angry patrons. Help can come from good policies and procedures as well as security staff. There are exercises in each chapter, a quick review at chapter's end, and excellent strategies for responding to accusations. The author also discusses the increase in anger and rage that has occurred in the last decade and how library workers are affected by it. VERDICT Library staff who have public service duties will find this book invaluable in learning to deal with patron anger; it is highly recommended for all sizes and types of libraries.—Marie Bruni, Huntington Memorial Lib., Oneonta, NY

Library Journal