Defusing the Angry Patron, Second Edition: A How-To-Do-It Manual for Librarians

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$72.00
ALA Member: 
$ 64.80
Item Number: 
978-1-55570-731-6
Published: 
2011
Publisher: 
ALA Neal-Schuman
Pages: 
125
Width: 
8 12"
Height: 
11"
Format: 
Softcover

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  • Description
  • About the Author
  • Reviews

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.

Rhea Joyce Rubin

Rhea Joyce Rubin has been an independent library consultant for over thirty years. She specializes in extending public library services to people who do not traditionally use the library, and in outcome measurement. Working exclusively with libraries, Rubin divides her time between consulting (problem solving, planning and evaluation) and training. She has trained more than 10,000 librarians and paraprofessionals in more than 40 states. She is the recipient of numerous awards from the American Library Association, including the Shaw Award for Library Literature in 1980 for her first two books. For more about Rubin, go to her website.

"Through the use of the tips and techniques Rubin presents you can develop the skills and interpersonal savvy to turn an angry patron into someone who feels that they were treated in a fair and respectful manner." 
--Public Libraries
 
"Whether looking for a guide for staff development, personal enrichment, or use in a class for future librarians or others working in the library itself, this book will help everyone learn to deal with angry patrons. Those working in other public service fields will also benefit from the easy-to-understand ideas ... When looking not only at what to do after the patron erupts in anger but also how to identify the possibility and how to work to avoid having patrons reach an angry point at all, this volume will help make the library a peaceful place to be--whether working, studying, or using the facility remotely or in-person." 
--Public Services Quarterly
 
"Each chapter contains examples, is clearly written and has a summary at the end. The index is thorough and the bibliography comprehensive. Defusing the Angry Patron is highly recommended for all libraries, but especially public and academic … The concepts and strategies in the book are pure gold."
--The Australian Library Journal
 
 "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."
--Library Journal (starred review)
 
 "Defusing the Angry Patron is a guide that should very much be considered for any library science collection that wants to improve their crisis prevention catalog."
--Midwest Book Review
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