Well done, Public Library Association, for putting on a fabulous conference! Everything about PLA was interesting and highly relevant to public libraries. I think this will be a favorite conference of mine for years to come, and I highly recommend it to anybody who is interested in attending a library conference—even for the first time, as was the case for me. You will meet friendly library staff from across the nation and learn all about innovations being implemented in U.S. libraries.

 

Here are highlights from some of the sessions I attended:

 

 

Reference in the Age of Google by Joseph James

 

This speaker addressed the strengths and weaknesses of Google, and how reference librarians can fill in the gaps.

 

We all know that Google is a semi-sophisticated search engine that is good at finding specific things and is “free, quick, easy, and good enough.” In some ways, it has replaced ready reference.

 

But what can librarians do that Google can’t do?

 

 

How can reference librarians be most effective in the age of Google?

 

 

 

Sexy Senior Programming by Mary Mullen and Ingrid Kalchthaler

 

Who knew there were so many great programs for seniors possible at the library?

 

Some of the ideas shared by these zany Bethel Park librarians:

 

 

 

 

Handling Irate Patrons by Warren Graham

 

Warren Graham is a very talented speaker and a retired security expert from the Charlotte Public Library. He has given many talks and trainings and has even written a book called Black Belt Librarians.

 

Mr. Graham taught us how to recognize the four emotional states of patrons and what to do in each case.

 

 

Anxiety: the patron has a problem but is still civil. Stop what you’re doing, look at them, listen, and convey genuine empathy.

 

Belligerance: the patron is shouting or cursing. Again stop, look, and listen, but establish your credibility immediately: “Ma’am, you’ve asked me, now let me explain.” “I’m ready to help you, but I can’t if you are yelling at me.”

 

Do not tell a belligerent customer to “calm down.” This adds fuel to the fire. Even “settle down” is a better phrase, or “compose yourself.”

 

Do not use the word rule. Say “the library does not allow . . .”

 

Do not touch anyone or point.

 

Keep a barrier between you. Do not walk out from behind your desk.

 

If they demand to know your name, give it to them along with the name of your supervisor. Demanding your name is just a tactic to intimidate you.

 

Don’t worry if you flush, shake, sweat, etc. This is just your fight or flight response kicking in to give you the energy to deal with the situation. Even the most seasoned security guards have this.

 

Control, as in Out of Control: the patron is cursing directly at you, physically coming at you, fighting another patron, committing a sex offense, is drunk or high, or won’t leave the premises after they have been told to.

 

Game over! Call the police immediately.

 

Calm: the state that most of your customers are in, hopefully!

 

 

 

To quote their website: “From the award-winning PBS series, American Experience, comes We Shall Remain, a provocative, multi-media project. Unprecedented collaborations between Native and non-Native filmmakers place Indian voices at the heart of five heartbreaking yet inspiring stories.”

 

The purpose of this project is to:

 

Five episodes about Native History will air on PBS in April of 2009. We were shown some clips—they looked very well-made and interesting! Supposedly all libraries and cultural institutions will be receiving event kits in October if they wish to participate in the educational efforts related to the series.