[Libs-Or] New Book at the State Library: Crash Course in Dealing with Difficult Library Customers

Arlene Weible arlene.weible at state.or.us
Thu Jul 10 10:27:52 PDT 2014

The following new title is available for interlibrary loan from the Oregon State Library.


Mosley, Shelley E., Dennis C. Tucker, and Sandra Van Winkle. Crash Course in Dealing with Difficult Library Customers. Libraries Unlimited, 2014. ISBN: 978-1-61069-283-0

The book identifies the basic types of problem-causing individuals, overviews effective strategies for offsetting their actions, and explains how to successfully manage the stressful, emotionally charged situations that can arise. It addresses common situations that can happen in public service at any type of library. The authors offer practical advice that will help library staff prepare for the many kinds of "worst case scenarios"-before they arise. Administrators who need to develop policies to protect their staff and their users will also find this unique work essential reading.

Topics include:
Dealing with Angry Patrons
Dealing with Dangerous Library Patrons
Dealing with Drugged or Inebriated Individuals
Dealing with Problem Parents
Dealing with Sexual Perverts
Dealing with the Censor
Dealing with the Extremist
Dealing with the Mentally Ill
Dealing with the V.I.P.
Dealing with Thieves

If you would like to request this or other materials from the Oregon State Library please use your library's established interlibrary loan process (e.g. OCLC or ALA request form).  Otherwise, send your full name, the name of your library, complete title information, shipping address, and a phone number to the document delivery department at library.request at state.or.us<mailto:library.request at state.or.us> or (fax) 503-588-7119. Items will be checked out to your library, not to you personally, for 4 weeks (print materials) or 2 weeks (videos). Materials will be delivered via mail or Orbis Cascade Alliance Courier, and you may return them the same way. Normally a single copy is purchased and is loaned on a first-come-first-serve basis. You may be put on a hold list for several weeks.

Most library staff are able to use their library's interlibrary loan service to borrow professional development material. However, if you do not have access to these services or are not currently affiliated with a library, please contact me<mailto:arlene.weible at state.or.us> to discuss alternative options for borrowing the material.

Be sure to check out our Library and Information Science (LIS) blog<http://osl-lis.blogspot.com/> to discover the most recent additions to our LIS collection and search our catalog<http://oregon.gov/OSL/index.shtml> for our complete holdings. The library science collection is meant to support the whole Oregon library community. Library Development welcomes your suggestions for acquisitions - see the blog for an input form or email us!

This collection is supported in whole by the Institute of Museum and Library Services through the Library Services and Technology Act, administered by the Oregon State Library.

Arlene Weible
Electronic Services Consultant
Oregon Federal Regional Depository Coordinator
Library Development Services
Oregon State Library
250 Winter St NE
Salem OR, 97301
arlene.weible at state.or.us<mailto:arlene.weible at state.or.us>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://omls.oregon.gov/pipermail/libs-or/attachments/20140710/9f8ebee0/attachment.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.jpg
Type: image/jpeg
Size: 9601 bytes
Desc: image001.jpg
URL: <https://omls.oregon.gov/pipermail/libs-or/attachments/20140710/9f8ebee0/attachment.jpg>

More information about the Libs-Or mailing list