Saturday, July 20, 2002 - 9:00 a.m. - 5:00 p.m.
Providing reference services to pro se patrons poses a singular set of challenges for librarians. Through group discussion and role playing exercises, workshop participants will explore these challenges including how attitudes and communication affect reference interactions, navigating the parameters of legal reference service with regard to liability and ethical issues, and how to assist angry or nervous patrons.
Participants will be able to:
- Articulate various motivations for proceeding pro se and discuss some of the life situations present for pro se patrons
- Discuss how attitudes affect interactions with patrons and how to correct or overcome attitudes that may interfere
- Demonstrate appropriate communication skills
- Articulate specific techniques for dealing with pro se patrons on the institutional and personal level
- Explain the dynamics of dealing with an upset or angry patron and utilize techniques to appropriately calm, de-escalate and control the situation
- Examine how to create alliances and partnerships with other entities in order to better serve the pro se population
This program addresses AALL Core Competencies for Law Librarians. The complete AALL Statement of Competencies can be found at http://www.aallnet.org/prodev/competencies.asp
Who Should Attend This Program?
This program is directed at law librarians from law libraries open to the public including academic and court related libraries.
Paul D. Healey is currently Head of Public Services and Associate Professor of Library Administration at the Albert E. Jenner, Jr. Memorial Law Library of the University of Illinois College of Law. Healey holds a JD from the University of Iowa College of Law, an MA from the University of Iowa School of Library and Information Science, and a BA in psychology from the University of Dubuque. He is currently AALL's Editorial Director. He has spent his library career in academic law libraries open to the public, and has dealt extensively with pro se patrons of all kinds. Healy is highly regarded as a speaker, trainer and author and has presented to professional groups across the United States and Canada and authored numerous articles for law and library professional publications.
Registration fee includes: program, handouts, continental breakfast and afternoon break.
AALL Member Discount $219
Registration for 2002 Annual Meeting Workshops will open with the mailing of the preliminary program in mid March, 2002. Please register using the registration form.
This professional development opportunity is brought to you by the American Association of Law Libraries. For additional information, please contact Mary Jawgiel, AALL Education Manager at 312-939-4764.
||AALL recognizes major support from BNA, Inc. for the Professional Development Program.