negotiating with the bizarre: questions at the reference desk amy hale janeke 5th circuit court of...
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Negotiating with the Bizarre: Questions at the Reference DeskAmy Hale Janeke5th Circuit Court of Appeals Library
Sharon BlackburnTexas Tech University School of Law Library
First, a tribute from Prairie Home Companion, December 13, 1997.
“Librarians, Dusty, possess a vast store of politeness. These are people who get asked regularly the dumbest questions on God's green earth. These people tolerate every kind of crank and eccentric and mouth-breather there is.”
Have you ever been dead?
Where can I plug in my hair
dryer?
How can I sue Satan?
I want to see JFK’s will. I’m his daughter.
© 2004 Overdue Media, Used by permission.
Unshelved: www.unshelved.com
Our Purpose Today
Confidence in handling strange requests Distinguish
Misguided “Patrons of Differing Outlooks on Reality”
Focus on questions, not behavior Other programs re: policies Lots of articles on angry or disruptive
The “Bizarre Question” Pyramid
Sane but Misguided or Uninformed
Sane but Angry
Sane but Stubborn
Unusual Belief
NotAll There
How to Tell the Difference
Dress Smell Excessively suspicious
How to Tell the Difference
Unusual perceptual experiences Listens when no one speaking Rapidly shifting eyes Speaks to invisible friends
Claims to be special or unique
How to Tell the Difference
Sudden mood swings Inappropriate, personal questions Excessive difficulty staying on point Conduct a Reference Interview
How to Tell the Difference
Personality Disorders Foundation http://pdf.uchc.edu
NAMI http://www.nami.org
National Mental Health Association http://www.nmha.org
Reference Interview Techniques Treat the question seriously Treat the patron respectfully Clarify the question
Could you tell me more . . . I’m not sure I understand . . .
Reference Interview Techniques If sane
Analyze question Identify potential resources Use follow-up questions
Approaches to Negotiating with the Bizarre
Dr. Phil Bottom Line Takes Less Time Sets Out Choices 1 in 4 Responses Usually Don’t Come Back
Factual
Approaches to Negotiating with the Bizarre
Validating Emotional Connection Takes More Time Leads Up to Choices Usually Leave Calm Usually Come Back
Empathetic
Approaches to Negotiating with the Bizarre
Dr. Phil Bottom Line Takes Less Time Sets Out Choices 1 in 4 Responses Usually Don’t Come
Back
Validating Emotional Connection Takes More Time Leads Up to Choices Usually Leave Calm Usually Come Back
EmpatheticFactual
Possible Solutions
Treat routinely Creative suggestions
Step into the alternate universe Treat routinely
Take them to a resource
Possible Solutions
Tell them it’s a secret Practice saying absurd things with a
straight face See Monty Python’s Flying Circus for pointers
Things to Remember
Never argue with them about their reality Fruitless Makes them angry
Repeat, repeat, repeat Your limitations, policies
Things to Remember
Call in a colleague if needed For moral support For diversion
Define boundaries No inappropriate questions Stay on track
Dealing with Your Feelings
Acknowledge your feelings Guilt Frustration Angry
Recognize you can’t help everyone Recall successful interactions See encounter as chance to grow Great stories!!!
