Cover image for Helping the difficult library patron : new approaches to examining and resolving a long-standing and ongoing problem
Helping the difficult library patron : new approaches to examining and resolving a long-standing and ongoing problem
Sarkodie-Mensah, Kwasi.
Publication Information:
New York : Haworth Information Press, [2002]

Physical Description:
303 pages ; 23 cm
General Note:
Co-published simultaneously as The reference librarian, nos. 75/76, 2002.
Added Uniform Title:
Reference librarian.

Format :


Call Number
Material Type
Home Location
Item Holds
Z711 .H437 2002 Adult Non-Fiction Non-Fiction Area

On Order



This insightful book shows you how to deal with an issue as old as the library profession: interacting with problem patrons. It looks at this fact of life that affects almost every facet of library work and provides practical solutions--some developed within the field and some borrowed from other professions--that will improve reference services for those you serve and make the work of your library staff less stressful, more productive, and increasingly meaningful.

Helping the Difficult Library Patron: New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem examines: the nature of the problem from historical and demographic perspectives ways of dealing with the problem in academic and public libraries competency-based training techniques that will empower your frontline staff the impact of new technologies such as cellular phones and the Internet and ways of dealing with the new breeds of difficult patrons that come with them solutions from our colleagues what we can learn from the perspectives of others--psychotherapists, businesspeople, and corporate managers--you even get a Zen Buddhist viewpoint! effective ways to utilize community resources such as campus and local police and much, much more! Nowhere in the library literature have so many practitioners and educators combined their efforts to examine and provide solutions to this ageless problem. Library administrators, staff, and educators will find Helping the Difficult Library Patron a matchless resource!

Reviews 1

Library Journal Review

This volume, published simultaneously as The Reference Librarian, Nos. 75/76, features articles by library professionals that focus on dealing with difficult patrons in public and academic libraries. Unfortunately, the papers range in quality, with many being poor to mediocre. Many of the articles cite a problem but fail to address the solution adequately to the reader, stating only that staff received training and learned to resolve said problem. In addition, there are too many topics presented in one volume. Library staff need good guidance in dealing with problem behaviors in libraries, and books that provide solid advice include Anne Turner's It Comes with the Territory (Professional Media, LJ 7/93), Rhea Joyce Rubin's Defusing the Angry Patron (Professional Media, LJ 2/15/00, and Mark Willis's Dealing with Difficult People in the Library (LJ 10/1/99). Not recommended.-Marie Bruni, Huntington Memorial Lib., Oneonta, NY(c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted. All rights reserved.