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Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere).
Peer reviewed Peer reviewed
Rubin, 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
Mentoring, Networking and Supervision: Parallelogram, Vortex, or Merging Point?
Peer reviewed Peer reviewed
Hernandez, Mary N. – Reference Librarian, 1994
Discussion of recruiting and hiring minorities in academic libraries focuses on steps needed for the retention of these minorities. Highlights include literature search strategies; mentoring systems; networking within and outside the organization; and supervision, including immediate feedback. (Contains 20 references.) (LRW)
Descriptors: Academic Libraries, Cultural Differences, Feedback, Higher Education
Promise, Perils, and Planning: An Administrative Commentary on the Use of Technology To Expand Reference Services.
Peer reviewed Peer reviewed
Allen, Nancy – Reference Librarian, 1999
Presents an administrative overview on planning needed to implement information technology-based reference and instructional services in academic libraries. Discusses staffing; troubleshooting; fund raising and budget development; consortia and digital resources; and the need for continuing education. (LRW)
Descriptors: Academic Libraries, Budgeting, Consortia, Electronic Libraries
The Growing and Changing Role of Consortia in Providing Direct and Indirect Support for Distance Higher Education.
Peer reviewed Peer reviewed
Subramanian, Jane M. – Reference Librarian, 2002
Describes the history of consortia and cooperative efforts among libraries and their role in distance learning in higher education. Discusses shared online catalogs; purchases of electronic resources; supporting distance learners' information needs, including virtual reference; staff training; change management; cooperative planning; vendor…
Descriptors: Academic Libraries, Consortia, Distance Education, Electronic Libraries
Assessment and Accountability in Reference Work. Part IV: Taking Human Beings into Account.
Peer reviewed Peer reviewed
Nuckolls, Karen A.; And Others – Reference Librarian, 1992
Four articles address human factors in libraries, including (1) working with staff and users during library automation; (2) the concepts of diversity and multiculturalism when assessing reference staff and collections; (3) a mentoring program for librarians undergoing tenure review; and (4) patron privacy and the accountability of the reference…
Descriptors: Academic Libraries, Academic Rank (Professional), Accountability, Cultural Pluralism
Roles of the Head of Reference: From the 1990s to the 21st Century.
Peer reviewed Peer reviewed
Nofsinger, Mary M.; Bosch, Allan W. – Reference Librarian, 1994
Discusses three major roles of the academic library reference department manager: managing reference personnel, including training, communication, performance evaluation, and conflict resolution; implementing new technologies, including assessment of users' needs; and leadership and planning for future changes, including strategic planning,…
Descriptors: Academic Libraries, Administrator Role, Communication (Thought Transfer), Conflict Resolution