College of DuPage Press Creativity and Learning  
       
 

Print Resources

Dealing with Difficult People

Soaring to Excellence

 

Arndt, D. A.  “Problem Patrons and Library Security.”  Legal Reference Services Quarterly  19, nos. 1/2 (2001):  19 – 40. 

 

Bangs, Patricia.  “When Bad Things Happen in Good Libraries:  Staff Tools for the ‘90s and Beyond.”  Public Libraries  37, no. 3 (May/June 1998):  196 – 199.

 

Fine, Sara F.  “Librarians and the Art of Helping.”  Reference Librarian, no. 59 (1977):  77 – 91.

 

“Helping the Difficult Library Patron:  New Approaches to Examining and Resolving a Long-standing and Ongoing Problem.”  Reference Librarian, nos.75/76 (2002):  entire issue.

This contains a diverse set of articles that cover different aspects of the topic and a variety of library settings.  An excellent source of readings.

 

May, Rachel Fleming, and Barbara Hedges.  “Shaping Patron Behavior Through Information, Communication, and Education.”  Technical Services Quarterly  21, no. 1 (2003):  1 – 15.

 

Rubin, Rhea Joyce.  Defusing the Angry Patron:  A How-to-do-it Manual for Librarians and Paraprofessionals.  Neal-Schuman, 2000.

 

Rubin, Rhea Joyce.  “Defusing the Angry Patron.”  Library Mosaics  11, no. 3  (May/June 2000):  14 – 15.

 

Schroer, William J.  “Too Much Customer Service?”  Library Journal  128, no. 14 (September 1, 2003):  54.

 

Shuman, Bruce A.  “Problem Patrons:  Reviewing Your Options.”  Public Libraries  41, no. 6 (November/December 2002):  338 – 342.

 

Solomon, Muriel.  Working with Difficult People.  Revised edition.  Prentice Hall Press, 2002.

 

Steffen, Nicolle.  "Rising to the Occasion:  Working with Angry People at the Reference Desk.”  Colorado Libraries  26, no. 2 (Summer 2000):  11 – 13.

 

Todaro, Julie.  “The Truth is Out There:  Reasonable Expectation of Adult Behavior.”  Library Administration & Management  13, no. 1 (Winter 1999):  15 – 17.

 

Willis, Mark R.  Dealing with Difficult People in the Library.  American Library Association, 1999.

 

Yucht, Alice H.  “Problem Patrons?”  Teacher Librarian  29, no. 2 (December 2001):  26 – 27.

 

 

Print_Version.pdf

Search This Site:

  

 

Site Map: