91´«Ã½

As libraries strive to serve increasing numbers of patrons and offer innovative new services, it is no surprise that unexpected challenges emerge. One type of challenge that libraries of all types encounter is that of difficult and disruptive patrons. In the RUSA course "", participants will develop new ways to address these problems both before they arise and in the moment.

Through a combination of readings, videos, projects, and in-class discussion forums, participants will develop empathy for patrons in various situations, learn successful techniques for preventing these problems, and understand how to support staff in de-escalating interactions with challenging, difficult and disruptive patrons.

The instructor, Carli Spina, Head of Research & Instructional Services at the FIT Library. She holds a J.D from the University of Chicago Law School, an MLIS from SImmons GSLIS, and an M.Ed. from the Harvard Graduate School of Education has experience working at several different types of academic libraries and has served at public service points at a variety of libraries throughout her career.

Register today as this course begins on Monday, April 13, 2020!!

This course series is sponsored by the (RUSA) a division of the 91´«Ã½, represents librarians and library staff in the fields of reference, specialized reference, collection development, readers' advisory and resource sharing. RUSA is the foremost organization of reference and information professionals who make the connections between people and the information sources, services, and collection materials they need.