{"id":8141672646,"title":"Defusing the Angry Patron: A How-To-Do-It Manual for Librarians","handle":"defusing-angry-patron","description":"\u003cp\u003e\u003cspan style=\"color: #741b47;\"\u003e\u003cstrong\u003eRhea Joyce Rubin \u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9781555707316\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e115 pages • 8 ½\" x 11\" \u003cbr\u003e\u003cstrong\u003eYear Published:\u003c\/strong\u003e 2010\u003c\/p\u003e\n\u003cp\u003eHow 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 in \u003cem\u003eDefusing the Angry Patron: A How-To-Do-It Manual for Librarians, Second Edition\u003c\/em\u003e. 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 Rubins revised text an exceptionally useful, applicable, and enlightening guide.\u003c\/p\u003e","published_at":"2016-08-19T06:03:00-12:00","created_at":"2016-08-19T06:03:31-12:00","vendor":"ALA Neal-Schuman","type":"Book","tags":["Publisher_ALA Neal-Schuman","Subject_Management \u0026 Administration"],"price":9350,"price_min":9350,"price_max":9350,"available":true,"price_varies":false,"compare_at_price":null,"compare_at_price_min":0,"compare_at_price_max":0,"compare_at_price_varies":false,"variants":[{"id":26926990662,"title":"Default Title","option1":"Default Title","option2":null,"option3":null,"sku":"9781555707316","requires_shipping":true,"taxable":true,"featured_image":null,"available":true,"name":"Defusing the Angry Patron: A How-To-Do-It Manual for Librarians","public_title":null,"options":["Default Title"],"price":9350,"weight":500,"compare_at_price":null,"inventory_quantity":0,"inventory_management":"shopify","inventory_policy":"continue","barcode":"9781555707316"}],"images":["\/\/cdn.shopify.com\/s\/files\/1\/1418\/6818\/products\/9781555707316.jpg?v=1533236037"],"featured_image":"\/\/cdn.shopify.com\/s\/files\/1\/1418\/6818\/products\/9781555707316.jpg?v=1533236037","options":["Title"],"content":"\u003cp\u003e\u003cspan style=\"color: #741b47;\"\u003e\u003cstrong\u003eRhea Joyce Rubin \u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9781555707316\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e115 pages • 8 ½\" x 11\" \u003cbr\u003e\u003cstrong\u003eYear Published:\u003c\/strong\u003e 2010\u003c\/p\u003e\n\u003cp\u003eHow 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 in \u003cem\u003eDefusing the Angry Patron: A How-To-Do-It Manual for Librarians, Second Edition\u003c\/em\u003e. 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 Rubins revised text an exceptionally useful, applicable, and enlightening guide.\u003c\/p\u003e"}

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

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Maximum quantity available reached.

Rhea Joyce Rubin

ISBN-13: 9781555707316

115 pages • 8 ½" x 11"
Year Published: 2010

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 in Defusing the Angry Patron: A How-To-Do-It Manual for Librarians, Second Edition. 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 Rubins revised text an exceptionally useful, applicable, and enlightening guide.

Sku: 9781555707316

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