Discusses the history of problem patrons in libraries and explains various types of problem patrons and their identifying behavior. Highlights include senior citizens; technology-created problems, such as users with cell phones; eccentric behavior; non-compliance with library rules; harassment; intentional bad behavior such as theft; and problems…

Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)

Investigates how psychotherapists define, cope with, and treat difficult patients. Explains the psychology of difficult clients, techniques psychologists use in working with them, and how these might be utilized by librarians, and emphasizes the importance of seeing difficult clients as a means of personal growth. (Author/LRW)

Identifies difficult patron issues in academic libraries from the librarians' perspectives and offers solutions to try and prevent them from becoming problems. Topics include labeling academic library users; eliminating sources of conflict between faculty and library staff; and conflicts between students and library staff. (Author/LRW)

Examines what is being done to implement cultural diversity in libraries. Topics addressed include affirmative action; defining cultural diversity, including the significance of ethnicity, race, and race relations in the workplace; problems in implementing cultural diversity; and examples of successful implementation programs. (Contains three…

Discusses some of the problems created by the introduction of the Internet to academic library services. Topics include problems with the structure of the Internet, librarians' training on the Internet, the preparedness of current users for the Internet, and the impact on bibliographic instruction. (Author/LRW)

Considers problem library patrons in a virtual environment based on experiences at California Institute of Technology's Web site and its use for virtual reference. Discusses the virtual reference desk concept; global visibility and access to the World Wide Web; problematic email; and advantages in the electronic environment. (LRW)

Examines libraries as postmodern institutions, identifies barriers to research imposed by library collections and services, considers how CD-ROMs magnify these barriers, and offers an instructional method using active teaching and learning methods known as critical pedagogy for bibliographic instruction in academic libraries. (Author/LRW)

Describes several omnibus social work/human services Web sites with "social problems" links. Strategies are also suggested, and examples provided, for identifying additional Internet resources by framing the search in the context of lifespan development and in terms of institutional stakeholders. (Author)

Examines the use of federal economic statistics by library patrons. Highlights include statistical questions, overview of the federal statistical system, the impact of government policies, responses of federal agencies to budget reductions and government policies, and problems and alternatives. (LRW)

Discussion of distance education in higher education focuses on a team-taught research/writing class developed at Linfield College (Oregon) that utilizes a computer conferencing system. Topics include interactions between faculty and students, the role of the teacher, problems, and implications for bibliographic instruction. (LRW)

Describes changes in a required library research course at the State University of New York College at Plattsburgh that focused on providing information more directly related to students' fields of study. Differences in the content for various disciplines are discussed, problems are described, and future plans are considered. (LRW)

Presents a model that uses online searching to teach critical thinking skills in elementary and secondary education based on Bloom's taxonomy. Three levels of activity are described: analyzing a search statement; defining and clarifying a problem; and focusing an information need. (Contains 13 references.) (LRW)

Discusses the inclusion of cartobibliographic instruction as part of academic bibliographic instruction programs. Highlights include bibliographic access to cartographic sources; problems, including lack of full cataloging, special locations, and unusual displays of information; and cartographic sources in various disciplines, including the…

Discussion of historians as library users divides the historians into four categories: professional historians, student historians, amateur historians, and family historians. Highlights include examples of problems with library services, including misleading library catalogs and inadequate reference service; the reference librarian as guide to…