This updated and expanded version of the training guide Booklist called "one of the most valuable professional publications to come off the presses in a long time" is completely revised with new sections outlining the opportunities offered by contemporary communication media. This third edition incorporates updated and expanded references with more resource information on cross-cultural communication, including new applications of communication principles and the latest research-based material on communication in general. Ross, together with new co-author Nilsen, has maintained and updated...

How do libraries deal with angry comments on their websites, blogs, or social networks? Does having a security staff actually help defuse angry users? How can library staff members best respond to frustrated users who get angry in a chat reference setting? Here, renowned library consultant Rhea Rubin deals with these questions and more in Defusing the Angry Patron: A How-To-Do-It Manual for Librarians, Second Edition. New technologies for service delivery have ushered in new venues for frustration. To help librarians know how to react in the face of patron anger, Rubin adds five new coping...

Staggering reductions in library funding are forcing library managers to get even more creative about staff development which is needed more now than ever as library usage increases. In Staff Development on a Shoestring, former New Jersey Library Association President and award-winning library director Marcia Trotta details innovative in-house training solutions, co-partnership opportunities, distance learning programs, and case studies from around the world. Managers and training coordinators who read this helpful guide will understand how to make smart programming and resource decisions and...

Libraries are committed to equal access for all patrons, but providing cost-effective technology services for people with disabilities, elders, beginning readers, or non-native English speakers can be complicated. This comprehensive guide shows you how to select and implement appropriate computer accommodations, communicate effectively with potential users, and develop strategies for future planning. Included are helpful checklists to ensure that your library is integrating assistive technology into its existing operations, best practices by librarians that have been proven to deliver real...

Are you looking for a best practices guide to developing policies and procedures for acquisition, purchase, collection development, cataloging, and retention of e-books? Beginning with a short history of e-books and a review of the e-book publishing industry and its effect on library's selection and budget process, this how-to provides a thorough treatment of collection development issues, including the selection process and development policies, the use of approval plans, patron-driven acquisition, and practical solutions for creating your e-book collection policies. Chapters on budgeting...

How can library programs and services include children with disabilities and their families? This how-to covers partnering and collaborating with parents and other professionals; developing special collections and resources; assessing competencies and skills; principles underlying family-centered services and resource-based practices; and the interrelationship of early intervention, special education, and library service. Checklists, clear strategies, anecdotes and stories based on real experiences, descriptions of model programs and resources, and an overview of appropriate Internet sites...