Defusing Conflicts  Complex Boolean Strategy   LIS 601 Fall 2010 Lori Bell University of Hawaii Library and Information Sc...
World’s Largest Book Bell Fall 2010
SL Reference Desk Schedule <ul><li>InterRef google calendar schedule: </li></ul><ul><li>http://bit.ly/aUQZOJ </li></ul>Bel...
Scenario : Person rushes to the Desk, breathless & demanding in tone,  <ul><li>“ This computer doesn’t work! I’ve spent 20...
Defusing Conflicts  p. 42 <ul><li>WORDS TO LOSE </li></ul><ul><li>Really? Most people like it. It’s not that hard to use. ...
Defusing Conflicts  p. 42 <ul><li>WORDS TO LOSE </li></ul><ul><li>You might have the title wrong. Are you sure you spelled...
Defusing Conflicts  p. 42 <ul><li>WORDS TO LOSE </li></ul><ul><li>I didn’t design the system. Try the Keyword search if yo...
Shift Your  Internal Orientation <ul><li>Rigid & Defensive : </li></ul><ul><li>Certainty (I already understand) </li></ul>...
Virtual Reference Rude Patron Policy <ul><li>“ 4.5.1 Rude patrons.

If you encounter a patron who is abusive or behaves in...
Virtual World Reference Rude (Griefers) Patron Policy <ul><li>In Second Life sim managers and some members with permission...
Scenario: <ul><li>A patron comes to the circulation desk to check out another ten books. The library staff person cannot c...
Exercise:  Defusing Conflicts  p. 42 <ul><li>WORDS TO USE </li></ul><ul><li>AGREE : </li></ul><ul><li>APOLOGIZE : </li></u...
Boolean AND <ul><li>Blue --the records found in set 1 with “dogs” in the results. </li></ul><ul><li>Yellow --the records f...
Boolean OR <ul><li>Yellow --the records found in set 1 with  either OR both  ”cats” and “dogs” in the results. </li></ul><...
Complex Boolean AND/OR <ul><li>(dogs OR cats) AND leashes </li></ul><ul><li>Yellow --the records found in set 4 with “leas...
Exercise:  Complex Boolean Strategy <ul><li>Query:  What is being done in AIDS education? </li></ul><ul><ul><li>CONCEPTS: ...
Exercise:  Complex Boolean Strategy <ul><li>Query:  What are the government policies on communications technology? </li></...
Exercise:  Complex Boolean Strategy <ul><li>Query:  I need material on jailbreak movies with car chases. </li></ul><ul><ul...
This Nested Boolean Search: (cars OR automobiles) AND (film OR movies) AND (prisoners OR convicts)  performs all of the fo...
Exercise:  Complex Boolean Strategy <ul><li>Query:  Which diets can lower cholesterol levels? </li></ul><ul><ul><li>CONCEP...
Exercise:  Complex Boolean Strategy <ul><li>Query:  What has been done on the control of rust and mildew on wheat and barl...
Boolean Quiz <ul><li>Which search statement will help you to  expand and broaden  the number of articles you find? </li></...
Boolean Quiz <ul><li>Which  term (s) may be  absent  in some of the articles retrieved by this search statement? </li></ul...
Boolean Quiz <ul><li>Which search statement will give you  more  articles? </li></ul><ul><li>A.  (Job? OR Employ?) AND (Te...
Next Week <ul><li>Chapter 7 </li></ul><ul><li>Search Ex. 3 Bibliographies </li></ul><ul><li>Handouts pp. 40-41 Dictionarie...
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  1. 1. Defusing Conflicts Complex Boolean Strategy LIS 601 Fall 2010 Lori Bell University of Hawaii Library and Information Science Program
  2. 2. World’s Largest Book Bell Fall 2010
  3. 3. SL Reference Desk Schedule <ul><li>InterRef google calendar schedule: </li></ul><ul><li>http://bit.ly/aUQZOJ </li></ul>Bell Fall 2010
  4. 4. Scenario : Person rushes to the Desk, breathless & demanding in tone, <ul><li>“ 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!” </li></ul>Bell Fall 2010
  5. 5. Defusing Conflicts p. 42 <ul><li>WORDS TO LOSE </li></ul><ul><li>Really? Most people like it. It’s not that hard to use. What kind of search did you do? </li></ul><ul><li>You probably did a Title search when you need a Keyword search. </li></ul><ul><li>WORDS TO USE </li></ul><ul><li>That’s terrible, it should give you the call number if we have that book. What’s the title? </li></ul><ul><li>[Agree] </li></ul>Bell Fall 2010 Horn, Sam. TONGUE FU! How to Deflect, Disarm, and Defuse Any Verbal Conflict . St. Martin's Griffin, 1997.
  6. 6. Defusing Conflicts p. 42 <ul><li>WORDS TO LOSE </li></ul><ul><li>You might have the title wrong. Are you sure you spelled the author’s name correctly? </li></ul><ul><li>We probably don’t have it. </li></ul><ul><li>WORDS TO USE </li></ul><ul><li>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. </li></ul><ul><li>[Apologize and Offer to Do It] </li></ul>Bell Fall 2010
  7. 7. Defusing Conflicts p. 42 <ul><li>WORDS TO LOSE </li></ul><ul><li>I didn’t design the system. Try the Keyword search if you’re sure we’re supposed to have it. </li></ul><ul><li>WORDS TO USE </li></ul><ul><li>Thank you for telling me about the difficulties you had. I’ll report it at our staff meeting. </li></ul><ul><li>[Give Hope] </li></ul>Bell Fall 2010
  8. 8. Shift Your Internal Orientation <ul><li>Rigid & Defensive : </li></ul><ul><li>Certainty (I already understand) </li></ul><ul><li>I am right </li></ul><ul><li>I know what was intended </li></ul><ul><li>I know who is to blame </li></ul><ul><li>Debate </li></ul><ul><li>Simplicity </li></ul><ul><li>Either/or </li></ul><ul><li>Flexible & Supportive : </li></ul><ul><li>Curiosity (Help me understand) </li></ul><ul><li>I am curious </li></ul><ul><li>I know the impact on users </li></ul><ul><li>I know who contributed what </li></ul><ul><li>Exploration </li></ul><ul><li>Complexity </li></ul><ul><li>And </li></ul>Bell Fall 2010 Stone, Douglas. Difficult Conversations . Penguin Books, 2000. FROM TO
  9. 9. Virtual Reference Rude Patron Policy <ul><li>“ 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 </li></ul><ul><li>[“This is a library reference service. When
you have a reference question, we will be glad to help you. Goodbye.”], </li></ul><ul><li>then disconnect.” </li></ul><ul><li>24/7 Reference Policies: questionpoint.org http://www.questionpoint.org/ordering/cooperative_guidelines_247rev3.htm </li></ul>Bell Fall 2010
  10. 10. Virtual World Reference Rude (Griefers) Patron Policy <ul><li>In Second Life sim managers and some members with permissions have the ability to Ban or Eject avatars who refuse to cease troublesome behavior. </li></ul>Bell Fall 2010
  11. 11. Scenario: <ul><li>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? </li></ul>Bell Fall 2010
  12. 12. Exercise: Defusing Conflicts p. 42 <ul><li>WORDS TO USE </li></ul><ul><li>AGREE : </li></ul><ul><li>APOLOGIZE : </li></ul><ul><li>GIVE HOPE : </li></ul>Bell Fall 2010
  13. 13. Boolean AND <ul><li>Blue --the records found in set 1 with “dogs” in the results. </li></ul><ul><li>Yellow --the records found in set 2 with ”cats” in the results. </li></ul><ul><li>Green --the records found in both sets 1 and 2 with both terms “dogs” AND “cats” appearing in the records. </li></ul><ul><li>  Cream outer space--the records not found in either set . </li></ul>Bell Fall 2010 dogs AND cats
  14. 14. Boolean OR <ul><li>Yellow --the records found in set 1 with either OR both ”cats” and “dogs” in the results. </li></ul><ul><li>  Cream outer space--the records not found in either set . </li></ul>Bell Fall 2010 dogs OR cats
  15. 15. Complex Boolean AND/OR <ul><li>(dogs OR cats) AND leashes </li></ul><ul><li>Yellow --the records found in set 4 with “leashes” and either OR both ”cats” and “dogs” in the results. </li></ul><ul><li>  Cream outer space--the records not found in any of the sets. </li></ul>Bell Fall 2010 (dogs OR cats) AND leashes
  16. 16. Exercise: Complex Boolean Strategy <ul><li>Query: What is being done in AIDS education? </li></ul><ul><ul><li>CONCEPTS: </li></ul></ul><ul><ul><ul><li>AIDS </li></ul></ul></ul><ul><ul><ul><li>education </li></ul></ul></ul><ul><ul><li>STRATEGY: </li></ul></ul><ul><ul><ul><li>(AIDS OR acquired immune deficiency syndrome) AND (prevention OR education) </li></ul></ul></ul>Bell Fall 2010
  17. 17. Exercise: Complex Boolean Strategy <ul><li>Query: What are the government policies on communications technology? </li></ul><ul><ul><li>CONCEPTS: </li></ul></ul><ul><ul><ul><li>policies </li></ul></ul></ul><ul><ul><ul><li>communications technology </li></ul></ul></ul><ul><ul><li>STRATEGY: </li></ul></ul><ul><ul><ul><li>(policy OR OR ) AND </li></ul></ul></ul><ul><ul><ul><li>(email OR Internet OR ) </li></ul></ul></ul>Bell Fall 2010
  18. 18. Exercise: Complex Boolean Strategy <ul><li>Query: I need material on jailbreak movies with car chases. </li></ul><ul><ul><li>CONCEPTS: </li></ul></ul><ul><ul><li>STRATEGY: </li></ul></ul>Bell Fall 2010
  19. 19. 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: <ul><li>cars and film and prisoners </li></ul><ul><li>automobiles and film and prisoners </li></ul><ul><li>cars and film and convicts </li></ul><ul><li>automobiles and film and convicts </li></ul><ul><li>automobiles and movies and prisoners </li></ul><ul><li>automobiles and movies and convicts </li></ul><ul><li>cars and movies and prisoners </li></ul><ul><li>cars and movies and convicts </li></ul>Bell Fall 2010
  20. 20. Exercise: Complex Boolean Strategy <ul><li>Query: Which diets can lower cholesterol levels? </li></ul><ul><ul><li>CONCEPTS: </li></ul></ul><ul><ul><li>STRATEGY: </li></ul></ul>Bell Fall 2010
  21. 21. Exercise: Complex Boolean Strategy <ul><li>Query: What has been done on the control of rust and mildew on wheat and barley? </li></ul><ul><ul><li>CONCEPTS: </li></ul></ul><ul><ul><li>STRATEGY: </li></ul></ul>Bell Fall 2010
  22. 22. Boolean Quiz <ul><li>Which search statement will help you to expand and broaden the number of articles you find? </li></ul><ul><li>A. Health AND Fitness </li></ul><ul><li>B. Health OR Fitness </li></ul>Bell Fall 2010
  23. 23. Boolean Quiz <ul><li>Which term (s) may be absent in some of the articles retrieved by this search statement? </li></ul><ul><ul><li>(aggression OR violence) AND traffic accidents </li></ul></ul>Bell Fall 2010
  24. 24. Boolean Quiz <ul><li>Which search statement will give you more articles? </li></ul><ul><li>A. (Job? OR Employ?) AND (Teen? OR Adolescen?) </li></ul><ul><li>B. (Job? OR Employ?) AND Teen? AND Adolescen? </li></ul>Bell Fall 2010
  25. 25. Next Week <ul><li>Chapter 7 </li></ul><ul><li>Search Ex. 3 Bibliographies </li></ul><ul><li>Handouts pp. 40-41 Dictionaries </li></ul><ul><li>Quiz Review </li></ul>Bell Fall 2010
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