[Answerland] QuestionPoint Tip of the Week: handling pranks

Tamara Ottum tamara.ottum at state.or.us
Wed Nov 2 14:38:38 PDT 2016

Hi Answerlanders,

Answerland is back, and so are the pranksters. Here are guidelines for dealing with them:

*        If it is unclear as to the patron's motives, conduct a reference interview. If it is still unclear, try sending the patron an informative website.

*        If the patron exhibits inappropriate language or behavior, use the "Obscene warning" script to provide a warning.

*        If the behavior continues, use the "Obscene disconnect" script and end the session. Upon ending the session, add the descriptive code Prank.

I recommend taking a look at Rude Patrons<http://wiki.questionpoint.org/w/page/13839422/247-Policies#451Rudepatrons> and Rude-Behavior Scripts<http://wiki.questionpoint.org/w/page/13839500/Rude-Behavior%20Scripts> on the QuestionPoint wiki for useful other tips and strategies.

And as always, feel free to report any issues directly to me.


Tamara Ottum
Answerland Coordinator
State Library of Oregon
tamara.ottum at state.or.us<mailto:tamara.ottum at state.or.us>

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