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5 Tips for Dealing with Difficult Patrons on the Web
David Lee King, Digital Branch & Services manager at Topeka & Shawnee County Public Library, presents five ways to respond in the rare case of rude or inappropriate comments from patrons on your library's website.
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Conflict in a Peaceful Library
Archived webinar addressing techniques to deal with others in the library. Originally presented September 4, 2008.
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Dealing with the Difficult Patrons
Archive and associated resources for October 19, 2010, webinar with Paul Signorelli and Maurice Coleman on dealing with difficult patrons.
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Difficult Patron Behavior: Success Stories from the WebJunction Community
From policy to principles, and from chicken soup and comic relief: how WebJunction members handle difficult patron situations.
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LibraryU Course: Dealing with Angry Patrons Resources (DRAFT)
This document contains additional resources to supplemental the LibraryU course "Dealing with Angry Patrons" which is available in the WebJunction course catalog. Compiled by Beth Woodard, University of Illinois at Urbana-Champaign.
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