Shelley E. Mosley is an author and retired library manager.Dennis C. Tucker, PhD, is reference/adult programming librarian for the Margaret K. Troke Branch of the Stockton-San Joaquin County Public Library, Stockton, CA.Sandra Van Winkle is a technical writer and an experienced grant writer. She is a contributor to What Do I Read Next?

• AcknowledgmentsIntroduction: A Word about Library PatronsPART ISome General Guidelines in Dealing with Problem CustomersPART IIPatrons with Disruptive Behaviors: Moaners, Groaners, and Other Cranky PeopleAngry Patrons: Caustic ComplainersBottlenecks: Indecisive/Forgetful PatronsBrats: The Running-to-the-Other-Parent PatronsChronically Overdue People: Only Imagining Real TimeClingers: Stuck to You Like GlueDeceivers: Lying as a Way of LifeEntitled: Just Because We AreMonopolizers: It's Always Our TurnExtremists: People Who Take Everything to the Outer LimitsHarmless Eccentrics: Local ColorSmelly People: The Hygiene Deficient and Other Stinky PatronsKnow-It-Alls: People Who Don't Need a Reference LibrarianLoud Customers: People Who Need a Volume Control KnobShy, Quiet Mumblers: What Was That Again?Political Campaigners: Perpetual PetitionersReligious Proselytizers: The Library Is Their Mission FieldSlobs: Messy Eaters, Chewing Gum Archivists, and Other Untidy PeopleSmokers: The Original PollutersSqueaky Wheels and Other Nitpickers: Your Running CommentatorsTexters: The Medium Is the MessageTime-Challenged Patrons: "I Still Have a Minute before You Close"PART IIIIt's All about MeArguers and Bullies: The Aggressive CustomersCensors: The Library's Self-Appointed Watchdogs"I-Know-Someone-Important" Customers: The Name-DroppersVIPs: Flaunting Their Self-Importance"I-Pay-Your-Salary" Customers: The Less Than Benevolent BenefactorsImpatient, Type A Patrons: The Instant Gratification/"I-Don't-Have-Time-for-This" CustomersRebels: Pride in NoncompliancePART IVMommie Dearest and Other Perilous ParentsOblivious Parents: "What, Me Worry?"Kid Dumpers: Using the Library as Their Free Babysitting ServicePermissive Parents: Begetting Brats is Serious BusinessAbusive Parents: Putting Their Children in a World of HurtPART VPatrons Who Need Social ServicesUnemployed Customers: Your Job Can Help Them Get TheirsHomeless Customers: Living in the Shadows of SocietyMentally Ill Customers: Society's Most MisunderstoodParanoid Patrons: Someone's Out to Get Me!PART VI"Just the Facts, Ma'am": When Patrons Break the LawDoodlers and Other Book Defacers: Your Book is My CanvasVandals: This Is Why We Can't Have Nice ThingsHackers and Other Computer Tamperers: Take My Data. PleaseThieves: People Who Weed Your Collection for YouPART VIIDangerous PatronsRacists, Homophobes, and Other Bigots: Fueled by HatredGangs and Graffiti: Signs of TroubleSubstance Abusers: Your Addiction Affects Us AllSexual Deviates: Flashers, Molesters, Lechers, and Other PervertsStalkers: The Quiet MenacesArsonists and Other Pyromaniacs: For the Love of FireCriminally Dangerous Patrons: What You Don't Know Can Hurt YouPART VIIIAppendicesA. Incident Report FormB. Involving the AuthoritiesC. Computer Usage by PatronsD. Behavior Policies/Rules of ConductE. Civil Disorder and Demonstrations/TerrorismF. Referrals to Outside AgenciesG. Materials Challenge FormH. Materials Complaint Policies and FormsI. Laws Regarding Library VandalismJ. Laws Regarding Library TheftK. Body Fluids/HazmatL. Fire Safety ProceduresM. Bomb ThreatsN. Problem Patron PolicySuggested ResourcesIndex

[T]his volume truly presents the reader with a comprehensive overview of preventing stressful situations in the library, diffusing angry patrons, and knowing the best course of action to take in any circumstance. . . . The work is a great review as well as introduction to the life of a librarian, illustrating both the positive and the challenging situations.