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TELL ME NOW! <br />Assyrian culture I need it for school NOW NOW! <br />Are you stupid? *$&##!! <br />Patron ended chat se...
Purely Fabricated Example<br />YOU: Hi there!<br />TEEN: ENGLAND FARMING<br />YOU: Okay, farming in England – do you want ...
Why are they SO DIFFICULT on chat?<br />Teens have slower access to the frontal cortex, the “CEO” of our brains – decision...
Why should we care?<br />It’s Whitney Houston time: Teens Are Our Future (lawmakers, taxpayers, potential advocates) – pos...
STRATEGIES for You<br />
Be Positive & Engaged<br />Act like you would on a really good day at the reference desk – try to bring that interaction t...
Be In Charge<br />Play to the fact that you’rean authority figure, if you want to be…<br />Give clear, easy to follow inst...
Establish a Cycle of Acknowledgement & Moving Forward<br />“Thanks for being cool about waiting – this can take awhile. I ...
The Art of Refocusing<br />I hate this class. The teacher sucks. “I really want to help you get this paper started. Let’s ...
Is there even a question?<br />Maybe not. Sometimes they are just bored. This is okay. Teens are bored 99% of the time. <b...
Homework Hellions<br />Ask what they’ve done already<br />Treat them like a partner in your search for an answer – encoura...
Crowd Control<br />Let’s say you have what seems like 20 kids all logging in at once. Think quickly of a way to create a f...
If they seem like they really need to talk to someone, suggest Teen Link                         (1-866-TEENLINK) <br />Fi...
Know that your teen librarians may be promoting chat as a service for teens to ask about sex.<br />You may be the only per...
We’re setting expectations and defining boundaries – let kids know they’ve crossed the line.<br />Be honest: “That offende...
If your library has a Rules of Conduct, enforce them – treat chat like your physical space. <br />Abusive repeat offender?...
If you remember just one thing:<br />Teens aren’t done growing. Their brains are different,<br />and we can’t expect them ...
LINKS for chatters who could possibly die of boredom in the next 2 minutes<br />Bacolicious!Especially fun to send w/ libr...
More reading<br />Frontline: Inside the Teenage Brainhttp://www.pbs.org/wgbh/pages/frontline/shows/teenbrain/<br />The Tee...
TeensRule!<br />
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When Teens Attack: Tips for Dealing with 12 Year Olds and Other Difficult Customers on Chat Reference

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Webinar presented to Ref22 Chat Collective (Washington State Library)

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When Teens Attack: Tips for Dealing with 12 Year Olds and Other Difficult Customers on Chat Reference

  1. 1. TELL ME NOW! <br />Assyrian culture I need it for school NOW NOW! <br />Are you stupid? *$&##!! <br />Patron ended chat session.<br />When Teens Attack!Tips for dealing with 12 year olds and other difficult customers on chat reference<br />
  2. 2. Purely Fabricated Example<br />YOU: Hi there!<br />TEEN: ENGLAND FARMING<br />YOU: Okay, farming in England – do you want info about farming now, farming in the past…<br />TEEN: OLD<br />YOU: Okay, so old farming<br />TEEN: I NEED ARTICLES<br />TEEN: I NEED IT NOW<br />YOU: Got it, let me grab you some <br />TEEN: YOU ARE SLOW<br />TEEN: WHY ARE YOU SO STUPID?<br />YOU: Here’s a good link that<br />TEEN: Patron ended chat session.<br />YOU: Awesome.<br />
  3. 3. Why are they SO DIFFICULT on chat?<br />Teens have slower access to the frontal cortex, the “CEO” of our brains – decision making skills and impulse control are affected<br />Testing their boundaries & sphere of influence<br />They like to hunt in groups <br />This medium isn’t new to them: they have higher expectations<br />It’s a novelty to talk to a non-peer stranger online (for many)<br />
  4. 4. Why should we care?<br />It’s Whitney Houston time: Teens Are Our Future (lawmakers, taxpayers, potential advocates) – possibly our one chance to make an impression<br />Hits some of the Search Institute’s 40 Developmental Assets:<br />Community Values Youth, Neighborhood Boundaries, Adult Role Models, High Expectations, Achievement Motivation, Responsibility, and Interpersonal Competence<br /> They went through a lot to get to the screen in front of you – make it worth their while.<br />
  5. 5. STRATEGIES for You<br />
  6. 6. Be Positive & Engaged<br />Act like you would on a really good day at the reference desk – try to bring that interaction to the chat medium.<br />Take a deep breath, find some energy<br />“Oh! That’s a good question!”<br />Make small talk, keep up the conversation – they can’t see your smile or your nodding<br />“Do you like this class?”<br />Constant updates, tell what you’re doing<br />
  7. 7. Be In Charge<br />Play to the fact that you’rean authority figure, if you want to be…<br />Give clear, easy to follow instructions<br />Tell them WHY or HOW<br />Don’t be afraid of repeating yourself<br />Set expectations: “I’m going to answer your questions one at a time and in order, okay? Let’s start with _____.”<br />
  8. 8. Establish a Cycle of Acknowledgement & Moving Forward<br />“Thanks for being cool about waiting – this can take awhile. I really appreciate it.” <br />“I’m going to get to all of your questions but I’m working as quickly as I can. How about you read that first link I sent you while I work?” <br />If they can’t sit still, offer to get back to them – tell them it’s the LUXURY Treatment<br />Acknowledge Impatience<br />
  9. 9. The Art of Refocusing<br />I hate this class. The teacher sucks. “I really want to help you get this paper started. Let’s get back to _________.”<br />Are you a girl? “It doesn’t matter whether I’m a boy or a girl. Think of me as an awesome information robot.”<br />Where do you live? “Eh, I don’t tell that to strangers. Back to your question!”<br />Why can’t you talk with me?“I WISH it were my job to sit and chat all day but I have to get this question finished for you so I can help other people.” <br />
  10. 10. Is there even a question?<br />Maybe not. Sometimes they are just bored. This is okay. Teens are bored 99% of the time. <br />“This service is for real questions only.”<br />We want you to come back.<br />
  11. 11. Homework Hellions<br />Ask what they’ve done already<br />Treat them like a partner in your search for an answer – encourage them to work it out with you as you go<br />If the question makes no sense, ask if they know what it means; likewise, if it’s an opinion/essay type question, ask what they think – get them percolating!<br />If it still doesn’t make sense, ask what’s “around” the question – what class? What topic are they studying? Do they remember anything else about the assignment?<br />Push Homework Help if you have it.<br />
  12. 12. Crowd Control<br />Let’s say you have what seems like 20 kids all logging in at once. Think quickly of a way to create a flow you can work with (especially if you’re solo). Here are some example questions/solutions you can use:<br />“Are you in a class?”<br /> “Can you guys get into small groups and ask questions together?”<br />“How much time do you guys have left in your class?”“Could you wait 5 minutes before asking another question?”<br />“You can share my answers if some of you have the same question.”“What’s your email address? I can give you better answers if you can wait an hour or two – I can email you the answers and information later today.”<br />
  13. 13. If they seem like they really need to talk to someone, suggest Teen Link (1-866-TEENLINK) <br />Find the question in all the chat: if they are complaining about their boyfriend, send them advice books, links, etc. <br />Consider their boredom a problem to solve: give them an interesting link, just like you’d give them a good book<br />The Chatterers<br />
  14. 14. Know that your teen librarians may be promoting chat as a service for teens to ask about sex.<br />You may be the only person they can ask right now.<br />Take these questions seriously. It’s possible they are trying to get a reaction, but assume they aren’t.<br />A great resource:IPL’s “Frequently Asked Embarrassing Questions” (http://www.ipl.org/div/faeq/)is a list of helpful advice/FAQ websites for kids & teens<br />Sex?!<br />
  15. 15. We’re setting expectations and defining boundaries – let kids know they’ve crossed the line.<br />Be honest: “That offended me.” “I don’t appreciate that.” “That’s really disrespectful.” “I’m trying to help you.”<br />“That’s classy. Now let’s get to the question.”<br />Use m-w. com for dirty word bombing<br />Rude Comments<br />
  16. 16. If your library has a Rules of Conduct, enforce them – treat chat like your physical space. <br />Abusive repeat offender? Pick up their chat(s) and let them hang until they get tired of it – don’t leave it for colleagues to deal with if you know what’s in store.<br />No, I mean Really Rude Comments<br />
  17. 17. If you remember just one thing:<br />Teens aren’t done growing. Their brains are different,<br />and we can’t expect them to display the same impulse<br />control and judgment as adults. <br />Accept it and even embrace it if you can – chatting<br />with teens can break up the monotony of a day and<br />can be FUN if you relax and go with it.<br />Be Zen. Be open.<br />
  18. 18. LINKS for chatters who could possibly die of boredom in the next 2 minutes<br />Bacolicious!Especially fun to send w/ library’s URL: http://bacolicio.us/http://www.spl.org<br />Bored.comhttp://www.bored.com<br />Color Traces<br />http://lab.andre-michelle.com/color-traces(this website has tons of interesting visualization – Flash required)<br />SNOPES Urban Legendshttp://snopes.com/<br />Googlismhttp://www.googlism.com/<br />Fun Trivia: The Trivia & Quiz Community<br />http://www.funtrivia.com/<br />
  19. 19. More reading<br />Frontline: Inside the Teenage Brainhttp://www.pbs.org/wgbh/pages/frontline/shows/teenbrain/<br />The Teen Brain: It's Just Not Grown Up Yethttp://www.npr.org/templates/story/story.php?storyId=124119468<br />Teens and Chat Reference: A Match Made in Heaven or…..? http://ri.webjunction.org/c/document_library/get_file?folderId=440784&name=DLFE-11828.pdf<br />40 Developmental Assets for Adolescents (Search Institute)<br />http://www.search-institute.org/content/40-developmental-assets-adolescents-ages-12-18<br />
  20. 20. TeensRule!<br />

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