This insightful book shows you how to deal with an issue as old as the library profession: interacting with problem patrons. It looks at this fact of life that

A problem patron is not one with difficult requests or obscure interests, but one who displays behavior that is deemed destructive, criminal, bothersome, offens

Library work is really all about people. And the inclusive, welcoming nature of the library means that all kinds of people pass through its doors. Not all diffi

A problem patron is not one with difficult requests or obscure interests, but one who displays behavior that is deemed destructive, criminal, bothersome, offens

Library staff members looking for effective ways to prevent and handle anger-driven confrontations with their patrons will find Rubin's revised text an exceptio