Answering Consumer Health Questions: The Medical Library Association Guide for Reference Librarians

by Spatz, Michele

• ISBN13: 9781555706326
• ISBN10: 1555706320
• Format: Paperback
• Copyright: 2008-09-30
• Publisher: Amer Library Assn

Table of Contents

List of Exhibits and Appendices	p. vii
Preface	p. ix
Acknowledgments	p. xiii
Professional Practice: Understanding and Reaching Out to the Health Information Seeker	p. 1
How Consumer Health Reference Requests Differ from Other Reference Requests	p. 2
Common Emotions among Consumer Health Information Seekers and Appropriate Responses	p. 3
Common Concerns of Consumer Health Information Seekers and Appropriate Responses	p. 5
Promoting and Marketing Your Library's Services	p. 13
Summary	p. 15
References	p. 17
Professional Interactions: Communication Guidelines and Strategies	p. 19
Nonverbal Communication	p. 19
Verbal Communication	p. 23
Reference Interview Techniques	p. 27
Handling Unpleasant News	p. 29
E-mail and Virtual Reference Guidelines	p. 31
Telephone Reference Guidelines	p. 34
Summary	p. 35
Additional Reading	p. 36
References	p. 36
Professional Ethics of Providing Health Information	p. 37
Moral or Religious Conflicts	p. 38
Personal Feelings and Emotions	p. 40
Personal Opinions	p. 42
Privacy and Confidentiality	p. 43
Serving Children and Youth	p. 45
Serving Mentally Ill or Mentally Challenged Individuals	p. 45
Summary	p. 46
References	p. 47
Legal Issues in Health Information Delivery	p. 53
Practicing Medicine without a License	p. 53
Defamation of Character	p. 55
The Constitutional Right to Know	p. 57
Safeguards for Professional Practice	p. 58
Tips for Clear Communication	p. 58
Summary	p. 64
References	p. 65
Serving the Health Information Needs of Diverse Individuals	p. 67
Serving the Disabled	p. 67
Serving Children and Youth	p. 72
Serving Patrons with Mental Health Disorders	p. 76
Serving Minority and Culturally Diverse Individuals	p. 78
Serving LGBT Individuals	p. 82
Summary	p. 85
Additional Reading	p. 86
References	p. 86
The Difficult Patron	p. 89
The Four-Step Approach	p. 90
The Angry Patron	p. 91
The Complainer	p. 94
The Frequent Flyer	p. 98
The Guarded Individual	p. 102
Helpful Policies	p. 104
Summary	p. 114
Reference	p. 114
Self-care for the Health Information Provider	p. 115
Health Effects of Stress	p. 116
The 24/7 Stress Antidote	p. 124
Stress Buffers	p. 126
Support for Self-care	p. 127
Summary	p. 129
Additional Reading	p. 130
References	p. 130
Index	p. 131
About the Author	p. 142
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