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

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:

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 Not All 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  NAMI  National Mental Health Association 

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!!!

Us Your Questions at the Reference Desk Amy Hale Janeke Sharon Blackburn