Join us at METRO for this in-person webinar screening from OCLC.  Not all virtual reference exchanges are friendly chats, despite our best efforts.  Hear and share some effective ways to deal with rude users without losing your cool.  Stick around for discussion with METRO's Reference Special Interest Group immediately after the screening - registration available at http://metro.org/events/205/.

Losing Your Patience with Patrons?  What to Do When Good Reference Shifts Go Bad

Difficult patrons are an inescapable part of reference librarianship.  Some are rude, some are aggressive, and some are challenging in unexpected ways.  Join the METRO Reference SIG for a three-part conversation about problematic patrons.

First, sign up to join us from 1-2pm for a screening of the OCLC webinar "What the @#$? Dealing With Difficult Patrons Online."  This screening will take place in METRO's Training Center, and registration is avaialable at http://metro.org/events/204/.

We'll then have two in-person presentations:

"The Unique Challenges of the 'Non-Rude Serial Patron' in Chat Reference" by Beth Evans (Electronic Services Librarian, Brooklyn College) and Courtney Walsh (Adjunct Reference Librarian, Brooklyn College)

"Chat Reference from a Psychological Perspective" by Laura Kortz (Virtual Services Librarian, New Jersey City University, and Ph.D. Student in Counseling Psychology, University at Albany.