[Answerland] QuestionPoint Tip of the Week: handling pranks
tamara.ottum at state.or.us
Wed Nov 2 14:38:38 PDT 2016
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.
State Library of Oregon
tamara.ottum at state.or.us<mailto:tamara.ottum at state.or.us>
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