Best Practices in Virtual Reference Series – Free from SCRLC and OCLC but you need to register.

What the @#$? Dealing with Rude Patrons Online

June 14, 2012, Thursday 1:00pm – 2:00pm Eastern

You’re probably already aware that not all virtual reference exchanges are friendly chats, despite our best efforts. An uncomfortable online exchange can happen in virtual reference with any type of library.  Whether you’re talking with elementary schools students, researchers, or the general public, it’s easy to get offended at some of the things people might say online. From using inappropriate language to being impatient to SHOUTING BY USING ALL CAPS, online reference can be a little different to in person requests because it’s hard to know the intended tone.

Hear and share some effective ways to deal with rude users without losing your cool. OCLC’s QuestionPoint Product Manager, Susan McGlamery, and guest speakers will share their experiences along with some helpful tips. Starting with the best way to set the tone and have a positive online interaction through to ways to diffuse a conversation that has become combative or disrespectful, their suggestions should help your virtual reference conversations go more smoothly.  And, of course, it’s good to know when to let things slide and how to keep from getting too discouraged by rude commenters, despite your best efforts.