Crash Course in Dealing with Difficult Library Customers by Mosley, Shelley Elizabeth, Tucker, Dennis C., Van Winkle, Sa (2013) Paperback

by Shelley E. Mosley

Every library experiences difficult patrons. Thorough preparation is the best 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.

Genres: Nonfiction

Paperback

First published January 1, 2013

Reviews

[David · Rating 3 out of 5]

Very helpful.

[Peacegal · Rating 4 out of 5]

More than anything, these books seem to be a commiseration--it's amazing that in libraries across the country, we all have a bizarrely specific selection of "types"--from the know-it-all who doesn't NEED librarians but bullies them anyway to the lonely clinger who parks himself at your desk and refuses to budge for hours-long stretches.

I guess this is further proof that no matter how unique and special we each like to pretend we are, we really are just boring human beings who share the same "unique" traits with millions of others.

Some of the stories are very frightening, others humorous. (I must say I greatly enjoyed the story of the patron who launched a religious tirade against my favorite movie of all time, The Brave Little Toaster.) The authors' advice is usually spot-on, but I think they are a little too lenient with irresponsible parents in the library.

I imagine that librarians will be able to produce a real-life example (or three) for each "type" of patron. Hopefully most of the advice will be of use when dealing with our colorful cast of characters.

[Tina · Rating 1 out of 5]

A collection of negative patron nicknames and personal anecdotes combined with a lot of common sense advice. This title wasn't very helpful and read like one long rant. Public libraries need something more strategic than just common sense for dealing with security issues.