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Re: response to reference hours



Good for you, Carolyn. I think that so often the standard posture of people
faced with ANY patron is a defensive one. As if they had mis-read the old
cliche as "The best offense is a good defense." I think polite firmness is
more easily understood by aggressive or overbearing patrons. "These are the
rules, we can't break them. "

I recommend calmly sympathizing with the person's need, firmly and politely
>outlining  the policies and sticking to them, and offering them whatever
>reasonable choices/alternatives  exist.  No need to be defensive (or even
>apologetic IMHO).Carolyn Texley
======================================

Ethel C. Simpson
Head, Archives and Manuscripts
Special Collections
University of Arkansas Libraries
Fayetteville, AR 72701
======================================
visit the Special Collections web site
http://www.uark.edu/libinfo/speccoll

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