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A little outdated in some areas, but it does include some good general tips.
I'm really happy I found this lying among the library stacks. This is an amazingly informative guidebook on how to deal with difficult patrons...at times, at least. I am only starting on my library career, which renders large portions of this book non-applicable to me - not to say this is some inherent fault with Willis's book, I just am not the target audience for things like hiring security or generating new rules. The more pertinent parts for entry-level library employees were more often than...
I did not finish. It might have been good years ago. It is outdated now. It is also formal and coming from the point of view of an administrator who does not want to be sued or in trouble somehow.
Oh, hey, my library should have rules. That's a good point.
Good information but a little outdated. Some of the basic ideas still apply to libraries today.
Some good advice with practical examples.
This was such a quick read. Easy & understandable with very practical advice. WHY WASN'T THIS SOMETHING THEY HAD US READING IN GRAD SCHOOL?!
This book should be required reading for people in grad school who are interested in public library work. I'm surprised, looking back on my library school education, that issues discussed in this book were never touched on in my Public Libraries course. I would recommend this book to anyone beginning their first job in a public library. Although this book is ten years old (the chapter related to Internet issues is definitely dated), the principles of communication and customer services are still...
For such a short book, Willis is very thorough and touches upon a variety of common situations that could happen to any librarian. His tips for clearly communicating, both verbally and not, are appreciated. It is nice to see such a practical and useful book geared specifically toward libraries. His strategies for communicating with difficult patrons (and also planning to prevent difficult patrons) were great, though I do wish that he had included more useful stock phrases to use in customer serv...
This was excellent. Depending on where you come from with dealing with difficult patrons, maybe you won't find this very useful. But I know that even the parts that seemed really basic, I would say "Omg, that's sooo true." And to be honest, I've already used a couple of these approaches, or looked at past situations that went wrong and been able to diagnose what went wrong. Because let's be real-- it isn't always their fault. We have bad days, too. I would recommend this to anyone working front
A lot of the information is basic, but it's also information that is easy to forget in customer service jobs. This is a great primer to dealing with public services and patron/customer interaction (the book is geared toward libraries, but there's no reason it wouldn't be helpful for other customer service workers as well).
Much of the information in this book is common sense but the type of thing that is good to have reinforced. The book offers scenarios and activities. A few parts are more geared towards administrators but on a whole it is a quick read that is a good review for any front line workers. This book is relevant for workers beyond the library.
I thought this was rather informative, if a little out of date. The version that I read dated back to 1999, when the internet was still rather new.
So far, this book is accurate and funny! Am about halfway through and would recommend it to anyone who works in a public library!
I was expecting it to be more informative or provide more helpful suggestions, but it didn't...pretty disappointing