5 Tips for Dealing with Difficult Patrons on the Web

I have been working on a video series for WebJunction, and the first video is up! I have it embedded in this post – so you can watch it here.

This video focuses on dealing with difficult online patrons. I give 5 tips that I’ve used and seen in action that seem to work. And I’d love for you to chime in and add your own observations, too.

But it’d be more fun to click through to the WebJunction site, and comment there. I think you have to log in at WebJunction to comment, which is cool – they have a lot of great content there. For example, the managers at my library are taking a WebJunction-hosted course on change management right now – good stuff.

So – do you have a tip for dealing with difficult patrons on the web? Please – go share it over at WebJunction, and enjoy the video too – there will be more.

PS – looks like I made the WebJunction Crossroads newsletter, too – go check it out as well, if you’re not already familiar with it.

  • http://profiles.yahoo.com/u/57YYUUMFGZXY6ITLKNL7P4TZH4 Angie

    Awesome video, and could easily be adapted to comments policies on media sites, as well. I think a ‘walk away for a bit before responding’ is the only thing you really could’ve hit, although it’s kind of covered in your #1.

    You know – the bit where if something gets to you, take a moment – or write what you WANT to say over on a separate document to get all those irritations out – then wait a few minutes to calm down.

  • http://www.davidleeking.com davidleeking

    Angie – good point! Chilling for awhile is usually a good thing to do. Walk around the building or something if the comment gets to you, or even talk through your response with a colleague. We do that a lot.

  • http://strangelibrarian.org Julie

    David- i love this (and the other) videos! Short, fun, and great quick ideas that are easy to implement! I’ve shared them with Maryland Librarians.