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|All Authors / Contributors:||
|ISBN:||078901730X 9780789017307 0789017318 9780789017314|
|Notes:||Publicado simultáneamente en: The reference librarian, nos. 75/76, 2002.|
|Description:||303 p. ; 23 cm|
|Contents:||* Introduction * The Nature of the Problem: Definitions, Scope and Extent, Historical Perspectives, and Diverse Clientele * Problem Patrons: All Shapes and Sizes * The Problem Patron: Is There One in Your Library? * The "Problem Patron" Public Libraries Created * Historical Perspectives on Problem Patrons from the British Public Library Sector, 1850-1919 * Difficult Library Patrons in Academe: It's All in the Eye of the Beholder * The Difficult Patron in the Academic Library: Problem Issues or Problem Patrons? * Personal Safety in Library Buildings: Levels, Problems, and Solutions * Old Problem for New Reasons: Overcoming the Challenge Presented by Mentally Ill Library Users * "The Homosexual" as Problem Patron * The Difficult Library Patron: A Selective Survey of the Current Literature * The Problem Patron in the Electronic Age * Do We Really Have an Internet Problem? Statistics, Credibility, and Issues Concerning Public Internet Access in Academic Libraries * Problem or Challenge? Serving Library Customers that Technology Left Behind * E-Problems, E-Solutions: Electronic Reference and the Problem Patron in the Academic Library * The Problem Patron and the Academic Library Web Site as Virtual Reference Desk * Managing the Use of Cellular Phones in a Small College Learning Resource Centre * Providing Solutions to the Problem Ideas from Other Professions and the World of Library and Information Science * How Psychotherapists Handle Difficult Clients: Lessons for Librarians * The Common Sense of Customer Service: Employing Advice from the Trade and Popular Literature of Business to Interactions with Irate Patrons in Libraries * The Customer Is Always Right: What the Business World Can Teach Us About Problem Patrons * Zen and the Art of Dealing with the Difficult Patron * Healing After the Unpleasant Outburst: Recovering from Incidents with Angry Library Users * Gypsies, Tramps, and Rage: Coping with Difficult Patrons * Help Yourself: Front-Line Defense in an Academic Library * The Difficult Patron Situation: Competency-Based Training to Empower Frontline Staff * Core Competencies of Front-Line Employees: The German Contribution to a New Service Culture * Partnership with Community Resources-Campus Police: Revisiting Policies to Reflect the 21st Century * Index * Reference Notes Included|
|Responsibility:||Kwasi Sarkodie-Mensah, editor.|