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Negotiating with the Bizarre: Questions at the Reference Desk Amy Hale Janeke 5th Circuit Court of Appeals Library Sharon Blackburn Texas Tech University School of Law Library
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First, a tribute from Prairie Home Companion, December 13, 1997.
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“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.”
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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.
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© 2004 Overdue Media, Used by permission. Unshelved: www.unshelved.com
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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
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The “Bizarre Question” Pyramid Sane but Misguided or Uninformed Sane but Angry Sane but Stubborn Unusual Belief Not All There
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How to Tell the Difference Dress Smell Excessively suspicious
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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
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How to Tell the Difference Sudden mood swings Inappropriate, personal questions Excessive difficulty staying on point Conduct a Reference Interview
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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
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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...
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Reference Interview Techniques If sane Analyze question Identify potential resources Use follow-up questions
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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
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Approaches to Negotiating with the Bizarre Validating Emotional Connection Takes More Time Leads Up to Choices Usually Leave Calm Usually Come Back Empathetic
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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
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Possible Solutions Treat routinely Creative suggestions Step into the alternate universe Treat routinely Take them to a resource
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Possible Solutions Tell them it’s a secret Practice saying absurd things with a straight face See Monty Python’s Flying Circus for pointers
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Things to Remember Never argue with them about their reality Fruitless Makes them angry Repeat, repeat, repeat Your limitations, policies
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Things to Remember Call in a colleague if needed For moral support For diversion Define boundaries No inappropriate questions Stay on track
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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!!!
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E-mail Us Your Questions at the Reference Desk Amy Hale Janeke Amy_Hale-Janeke@ca5.uscourts.gov Sharon Blackburn sharon.blackburn@ttu.edu
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