Negotiating with the Bizarre: Questions at the Reference Desk Amy Hale Janeke 5th Circuit Court of Appeals Library Sharon Blackburn Texas Tech University.

Negotiating with the Bizarre: Questions at the Reference DeskAmy Hale Janeke5th Circuit Court of Appeals Library

Sharon BlackburnTexas 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: www.unshelved.com

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

NotAll 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 http://pdf.uchc.edu

NAMI http://www.nami.org

National Mental Health Association http://www.nmha.org

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!!!

E-mail Us Your

Questions at the Reference DeskAmy Hale Janeke

[email protected]

Sharon [email protected]