Descriptor
Source
| Reference Librarian | 2 |
Publication Type
| Guides - Non-Classroom | 2 |
| Journal Articles | 2 |
| Information Analyses | 1 |
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Peer reviewedRubin, Rhea Joyce – Reference Librarian, 1990
Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also…
Descriptors: Anger, Antisocial Behavior, Guidelines, Interpersonal Communication
Supporting User Needs and Skills to Minimize Library Anxiety: Considerations for Academic Libraries.
Peer reviewedWestbrook, Lynn; DeDecker, Sharon – Reference Librarian, 1993
Stresses the need for understanding the barriers to effective library use resulting from the diversity of users and the overwhelming amount of information available. Guidelines are suggested for use by academic librarians in evaluating facilities, services, and staff to assess their effectiveness in welcoming users and validating their information…
Descriptors: Academic Libraries, Cultural Pluralism, Evaluation Criteria, Evaluation Methods
