How can chatting librarians determine when a patron's behavior has reached an unacceptable limit? When should chatting librarians follow the Rude Patron guidelines described in section 4.5.1 of the 24/7 Reference Collaborative Policies and Procedures document?
The chatting librarian should follow the Rude Patron guidelines as soon as the patron's remarks become derogatory.
Two transcripts of the same session are pasted below. The first transcript contains the actual text of the session where the librarian ignored the patron's abusive behavior and insisted on addressing the patron's information need. The second transcript illustrates how the Rude Patron guidelines should have been applied once the patron started disparaging the librarian.
At the beginning of the session, the librarian immediately asked if the anonymous patron wished to provide contact information. However, the librarian's first question should have been related to the patron's topic, so the patron would know that the librarian was listening. It's possible that the patron felt "unheard" and resorted to rude behavior in an attempt to get the librarian to acknowledge his comments. Because the librarian ignored the rude behavior, the patron continued to intensify his remarks but was never informed about the boundaries for acceptable use of this service.
Transcript #1: Actual Session
Patron: why doesn't marijuana prohibiton work?
Librarian: Hi!
Librarian: My name is <name>, and I'm a reference librarian from <name>. Since no one from your library is available at the moment, I will be assisting you now. I'm reading your question to see how I can help you...
Librarian: Do you have an email address in case we get disconnected, I can still give you the info?
Patron: no sryyyyyyyyyyy
Librarian: Ok, do you have time to wait while I show you how to search your library databases?
Patron: no i kinda need this now
Librarian: <pushes page from library database>
Librarian: Ok
Patron: what is this
Librarian: I am typing:
Librarian: marijuana
Patron: ok, great...
Patron: and...
Patron: out of all the times i'
Librarian: <article page pushed from database>
Librarian: This is full-text
Librarian: scroll to the bottom
Patron: you might possibly be the worst librarian i've ever had to talk to
Librarian: you'll see the section "Why I said Yes"
Patron: your mother should have had an abortion
Librarian: It discusses why the parent said No
Librarian: but the daughter said Yes
Librarian: to marijuana
Patron: I dont care why the parent says no
Librarian: But the Yes part
Patron: i want to know why prohibiton doesn't work
Librarian: Right, I'm thinking that the Yes section
Librarian: would give reasons why the prohibition doesn't work
Librarian: Let's see...
Patron: did you read it
Librarian: Like for instance,
Librarian: "I had a sense of adventure, and I certainly didn't want to be in the library all the time. I sought out others who felt the same way. And in my age of invincibility, none of the tragic stories seemed like they could happen to me. "
Librarian: Is this the type of info you are trying to find about why prohibition doesn't work?
Patron: that has litterally nothing to do with prohibiton
Patron: did you finish middle school
Librarian: Ok, are you talking more about the legal aspects of prohibition,
Librarian: or economic,
Librarian: or social,
Librarian: or psychological?
Patron: no retard, i'm talking about the literal aspect.
Patron: you couldn't be more stupid
Librarian: Let me see what else I can find,
Librarian: So why prohibition doesn't work for individual people who decide to do it anyway?
Patron: yeah, sure, whatever
Librarian: <article page pushed from database>
Librarian: <different article page pushed from database>
Librarian: This one has the full-text as HTML so you don't have to click on PDF
Patron: thanks idiot. go crawl back in your hole
Librarian: Does this one seem more relevant?
Librarian: It begins:
Librarian: "Prohibition doesn't work. It never has and never will. Even if it did work, what right does the government have to dictate what adult citizens may or may not put into their own bodies? Absolutely no right."
Patron: dude, i know how to read
Librarian: Ok, great, does this article seem useful to you?
Patron: no. you suck. your mother should have had an abortion
Librarian: Ok, what part of the article that you read was not helpful?
Librarian: Knowing what was not helpful can help me find something better for you.
Patron: you weren't exactly helpful..
Librarian: I would like to help you
Librarian: Will you help me help you?
Patron: well, you're not
Patron: no
Librarian: Okay,
Librarian: Can you think of any other way that I can help you now?
Patron: you probably wanna punch me in the face right now...
Librarian: Hm, actually I didn't think about that
Librarian: I would just like to help you find the info you need!
Librarian: Is there anything I can help you with at this time?
Patron: well you suck at it. go find a real job you lazy bum
Librarian: By the way,
Librarian: if you have an email address,
Librarian: you can email those articles to yourself
Librarian: from that database I showed you
Patron: i hate you
Patron: bill clinton is more helpful than you
Librarian: Would you like me to find different articles that might be more useful to you?
Patron: no
Librarian: Okay
Patron: write this global warming paper for my friend
Librarian: If you would like help finding information in the future, please contact us again. Goodbye for now...
Librarian: Librarian ended chat session.
Transcript #2: Application of the Rude Patron Guidelines
Patron: why doesn't marijuana prohibiton work?
Librarian: Hi!
Librarian: My name is <name>, and I'm a reference librarian from <name>. Since no one from your library is available at the moment, I will be assisting you now. I'm reading your question to see how I can help you...
Librarian: Do you have an email address in case we get disconnected, I can still give you the info?
Patron: no sryyyyyyyyyyy
Librarian: Ok, do you have time to wait while I show you how to search your library databases?
Patron: no i kinda need this now
Librarian: <pushes page from library database>
Librarian: Ok
Patron: what is this
Librarian: I am typing:
Librarian: marijuana
Patron: ok, great...
Patron: and...
Patron: out of all the times i'
Librarian: <article page pushed from database>
Librarian: This is full-text
Librarian: scroll to the bottom
Patron: you might possibly be the worst librarian i've ever had to talk to
At this point, since the patron expressed dissatisfaction with the librarian's assistance, the librarian has two options: the librarian could ask if the patron would like to be transferred to a different librarian (the patron would have to wait longer to receive help) or the librarian could send a warning message, ending with a direct question:
Librarian: I am sorry you feel that way; however, we prefer to handle sessions professionally and with civility. If you are willing to use polite and respectful chat, we can go on, or you can return when you have more time and patience. Which would you prefer?
Then, if the patron persists in the rude behavior, the librarian should disconnect the call:
Patron: your mother should have had an abortion
Librarian: I am disconnecting. If you still need help finding information, please contact us again when you decide to be polite. Goodbye for now...
The Quality Team is here to help with tips and guidelines. If you would like advice about a particular session, go ahead and send the session to Quality. It is true that our advice and guidance will come after the session is complete, but we may be able to offer suggestions for the future.
Questions or comments about this post? Other suggestions on how to approach this session? Comment below or email Susan McGlamery at [email protected].
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