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.