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Competences: Book Discussion Chapter 8

Chapter 8 - Help is at Hand

The author discusses stress points - certain policies, procedures, equipment, and so forth that consistently cause outbursts from patrons.  Think about our library...what seems to aggravate our patrons?

Chapter 8 - Help is at Hand

What is a complaint you hear repeatedly from library patrons, and the "script" you may use to answer this complaint.  Would you find rebuttal files or quick reference guides helpful at the circulation desk?

Chapter 8 - Help is at Hand

Overall thoughts of the book?  Was it a worthwhile read?  Did you enjoy the online book discussion format or find it helpful?  Give us your feedback!