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The Reference Librarian Volume 36, 2002 - Issue 75-76
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PROVIDING SOLUTIONS TO THE PROBLEM: IDEAS FROM OTHER PROFESSIONS AND THE WORLD OF LIBRARY AND INFORMATION SCIENCE

Help Yourself

Front-Line Defense in an Academic Library

Diane J. Turner Auraria Library, 1100 Lawrence Street, Denver, CO, 80204-2095, USA
&
Marilyn Grotzky Auraria Library, 1100 Lawrence Street, Denver, CO, 80204-2095, USA
Pages 253-263 | Published online: 22 Oct 2008

References

  • Roethlisberger , F. J. and Dickson , William J. 1939 . Management and the Worker , Cambridge, Massachusetts : Harvard University Press . see also; Rieger, Bradley J., “Lessons in Productivity and People.” Training & Development, October 1995, v. 49, n. 10, pp. 56–58.
  • Johnson , Debra Wilcox . 17 November 2000 . “The Public and Policies: Interpreting and Applying Library Service Policies.” 17 November , Soaring to Excellence Teleconference. <http://www.cod.edu/teleconf/Soaring/> The Public and Policies: Interpreting and Applying Library Service Policies.
  • Cross , Wilbur . 1995 . Encyclopedic Dictionary of Business Terms , Englewood Cliffs, New Jersey : Prentice Hall .
  • Sheridan , Hawk and Sheridan , Garrett J. 1999 . “The Right Staff.” . Management Review , 88 ( n. 6 ) June : 43 – 48 .
  • Rubin , Rhea Joyce . 2000 . Defusing the Angry Patron: A How-To-Do-It Manual for Librarians and Paraprofessionals , New York : Neal-Schuman Publishers, Inc. .
  • Omidsalar , Teresa . 1999 . Portilla and Mahmoud Omidsalar. “Customer Service: A View from the Trenches.” . American Libraries , 30 ( n. 2 ) February : 24 – 25 .
  • Pankratz , Howard . 2000 . “Man Held in Harassment of Police Chief.” . Denver Post , B03 September 21
  • Fong , Tillie . 2000 . “Women Arrested Over Bombs at Libraries, Denverite 42, Being Held Without Bail.” . Denver Rocky Mountain News , October 3 : 10A
  • Harari , Oren . 1996 . “To Hell and Back.” . Management Review , 85 ( n. 7 ) July : 55 – 58 .
  • Pease , Barbara . 1995 . “Workplace Violence in Libraries.” . Library Management , 16 ( n. 7 ) : 30 – 39 .
  • Wellinger , Patricia . 1997 . “Workplace Violence: Is Your Library At Risk?” . Colorado Libraries , 23 ( n. 1 ) Spring : 16 – 17 .
  • Steffen , Nicolle . 2000 . “Rising to the Occasion:Working with Angry People at the Reference Desk.” . Colorado Libraries , 26 ( n. 2 ) Summer : 11 – 13 .
  • Flynn , Gillian . 1999 . “Stop Toxic Managers Before They Stop You.” . Workforce , 78 ( n. 8 ) August : 40 – 44 .
  • Sarkodie-Mensah , Kwasi . 2000 . “The Difficult Patron Situation: A Window of Opportunity to Improve Service.” . Catholic Library World , 70 ( n. 3 ) March : 1559 – 1567 .

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