What examples can you think of where our library's philosophy and policies are out of sync? Do some of our policies and procedures inadvertently trigger a patron's unexcpected anger?
Discuss the following, "Another negative attitude commonly held by library staff - but rarely discussed - is a sense of superiority...Preconceived notions (prejudices) held by staff can lead them to demonstrate the very behaviors that library users commonly complain about," (Rubin, page 18).
This chapter discusses patron expectations, what are some expectations our patrons have for our library?