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Defusing Conflicts Complex Boolean Strategy

LIS 601Fall 2010

Lori BellUniversity of Hawaii

Library and Information Science Program

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World’s Largest Book

SL Reference Desk Schedule

InterRef google calendar schedule:

http://bit.ly/aUQZOJ

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Scenario: Person rushes to the Desk, breathless & demanding in tone,

“This computer doesn’t work! I’ve spent 20

minutes searching for a book I know you have in

this library and the computer says it doesn’t exist!

With the card catalog it would take less than 2

minutes to find it. It’s ridiculous to have to waste

so much time and not find what I want when I

know it’s there!”

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Defusing Conflicts p. 42

WORDS TO LOSE Really? Most people

like it. It’s not that hard to use. What kind of search did you do?

You probably did a Title search when you need a Keyword search.

WORDS TO USE

That’s terrible, it should give you the call number if we have that book. What’s the title?

[Agree]

Horn, Sam. TONGUE FU! How to Deflect, Disarm, and Defuse Any Verbal Conflict. St. Martin's Griffin, 1997.

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WORDS TO LOSE

You might have the title wrong. Are you sure you spelled the author’s name correctly?

We probably don’t have it.

WORDS TO USE

I’m sorry it’s not working for you. I’d be happy to give it a try for you right now if you have a minute.

[Apologize and Offer to Do It]

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WORDS TO LOSE

I didn’t design the system. Try the Keyword search if you’re sure we’re supposed to have it.

WORDS TO USE

Thank you for telling me about the difficulties you had. I’ll report it at our staff meeting.

[Give Hope]

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Shift Your Internal Orientation

Rigid & Defensive:

1. Certainty (I already understand)

2. I am right3. I know what was

intended4. I know who is to blame5. Debate6. Simplicity7. Either/or

Flexible & Supportive:1. Curiosity (Help me

understand)2. I am curious3. I know the impact on

users4. I know who contributed

what5. Exploration6. Complexity7. And

Stone, Douglas. Difficult Conversations. Penguin Books, 2000.

FROM TO

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Virtual ReferenceRude Patron Policy

“4.5.1 Rude patrons.If you encounter a patron who is abusive or behaves in other inappropriate ways, including communication of a sexual or too personal nature, do not engage in dialog with them. Send the Goodbye-Inappropriate script

[“This is a library reference service. Whenyou have a reference question, we will be glad to help you. Goodbye.”],

then disconnect.”

24/7 Reference Policies: questionpoint.org http://www.questionpoint.org/ordering/cooperative_guidelines_247rev3.htm

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Virtual World ReferenceRude (Griefers) Patron Policy

In Second Life sim managers and some members with permissions have the ability to Ban or Eject avatars who refuse to cease troublesome behavior.

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Scenario: A patron comes to the circulation desk to check

out another ten books. The library staff person

cannot check out the books to the person

because of an outstanding fine. The library user

is irate! The staff person called you over to help.

The library patron has now started yelling about

the type of help she receives every time she

comes into the library. She shouts that the library

should be open more hours on the weekends.

How do you handle the situation?

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Exercise: Defusing Conflicts p. 42

WORDS TO USE

AGREE:

APOLOGIZE:

GIVE HOPE:

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Boolean AND Blue--the records found

in set 1 with “dogs” in the results.

Yellow--the records found in set 2 with ”cats” in the results.

Green--the records found in both sets 1 and 2 with both terms “dogs” AND “cats” appearing in the records.

Cream outer space--the records not found in either set.

dogs AND cats

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Boolean OR

Yellow--the records found in set 1 with either OR both ”cats” and “dogs” in the results.

Cream outer space--the records not found in either set.

dogs OR cats

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Complex Boolean AND/OR

(dogs OR cats) AND leashes

Yellow--the records found in set 4 with “leashes” and either OR both ”cats” and “dogs” in the results.

Cream outer space--the records not found in any of the sets. (dogs OR cats) AND leashes

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Exercise: Complex Boolean Strategy

Query: What is being done in AIDS education?

CONCEPTS: 1. AIDS

2. education STRATEGY:

(AIDS OR acquired immune deficiency syndrome) AND (prevention OR education)

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Query: What are the government policies on communications technology? CONCEPTS:

1. policies

2. communications technology STRATEGY:

(policy OR OR ) AND

(email OR Internet OR )

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Query: I need material on jailbreak movies with car chases. CONCEPTS:

STRATEGY:

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This Nested Boolean Search:(cars OR automobiles) AND (film OR movies)

AND (prisoners OR convicts) performs all of the following

search combinations to obtain the final result:

cars and film and prisoners automobiles and film and prisoners cars and film and convicts automobiles and film and convicts automobiles and movies and prisoners automobiles and movies and convicts cars and movies and prisoners cars and movies and convicts

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Query: Which diets can lower cholesterol levels? CONCEPTS:

STRATEGY:

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Query: What has been done on the control of rust and mildew on wheat and barley? CONCEPTS:

STRATEGY:

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Boolean Quiz

Which search statement will help you to expand and broaden the number of articles you find?

A. Health AND Fitness

B. Health OR Fitness

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Boolean Quiz

Which term(s) may be absent in some of the articles retrieved by this search statement?

(aggression OR violence) AND traffic accidents

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Boolean Quiz

Which search statement will give you more articles?

A. (Job? OR Employ?) AND (Teen? OR Adolescen?)

B. (Job? OR Employ?) AND Teen? AND Adolescen?

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Next Week

Chapter 7

Search Ex. 3 Bibliographies

Handouts pp. 40-41 Dictionaries

Quiz Review

Education

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