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Effective Strategies for Handling Problem Behavior in Virtual Library Services

This resource offers insights on managing challenging behaviors in online library interactions. It covers essential skills such as active listening, empathy, and clarification techniques to enhance patron communication. Learn to identify situations like rudeness and impatience, while understanding the importance of library policies and professional boundaries. This guide also emphasizes the significance of engaging customers positively and strategies for effective conflict resolution. Enhance your online reference services and ensure a supportive environment for all patrons.

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Effective Strategies for Handling Problem Behavior in Virtual Library Services

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  1. Virtual Valor Handling Problem Behavior Online Rose M. Chenoweth September 14, 2010

  2. Virtual Reference • Email • Library’s instant messaging • Online Reference Service • Texting

  3. Policies • Who will you help • Who won’t you help • What will you do • What won’t you do • How long will you search • When will you stop or refer

  4. Hello, …. • Your name • The library’s name (or the service name) • How may I help you?

  5. Goodbye . . . • Did that answer your question? • Is there anything else I can do for you today? • Thank you for using …. • Come back again…

  6. In general • Don’t use jargon (OCLC, collections, stacks, databases, journal, …) • Know your policies • Understand your role • Know your resources • Understand basic customer service skills

  7. Reference Interview • Probing questions • Clarify • Paraphrase

  8. Look at yourself • Do you identify yourself? • Are you friendly but professional? • Are you wordy? • Do you use large words when shorter, plainer ones might work better? • Do you tell them what you are doing before you do it? • Do you explain why you not responding?

  9. When there is a problem . . • Fight • How dare you • Attack • $%#@ • Flight • Disappear • Not my job • Not my fault

  10. Step Back • It is not about you • It is not about them • Let us put some figurative distance between you • Remember, you represent the library • So… let’s analyze and solve the problem

  11. Try: • Acknowledge the question • Ask for more information by keying in certain words • Paraphrase what they said until you agree on meaning • I sense some confusion • You seem upset • This does not appear to be what you expected to find Active Listening Empathy

  12. Advice From Louise Green, Decatur, Illinois • Give the patron the benefit of the doubt • It takes two. • Echo and paraphrase the patron in a positive way if possible. • Give them three tries

  13. Situation: Jokesor Silliness

  14. Situation: Rudeness

  15. Situation: Impatience

  16. Situation: High, drunk, out of it

  17. Situation: No Answer

  18. Check your transcript • Where did the conversation start to go wrong? • What could you have done differently? • Would it help if someone else reviewed this with you?

  19. Other situations?

  20. Resources • Chenoweth, R.(Ed.). (2002) Safe harbor: Policies and procedures for a safe library. Galesburg: Alliance Library System also available at http://www.alliancelibrarysystem.com/SafeHarbor/ • Clearinghouse for QuestionPointScripts wiki http://wiki.questionpoint.org/Clearinghouse-for-QuestionPoint-Scripts • Lord, C. (2005). Defending access with confidence. Chicago: Public Library Association.

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