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
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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
NotAll 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!!!