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

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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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Notas del editor

  1. OK this is purely fabricated, because you can’t be interrupted in chat, but if you could, this chat would not be out of the ordinary….
  2. Teen brains are wildly different than our own – frontal lobe is planning and judgment, and it’s still developing (with a big jump @ 11/12 y.o.); The amygdala (ah MIG dala) is more “in charge” in teens and reactions trump rational thought coming from the frontal cortexThey are building their boundaries, especially those with strangers – learning the idea of consequence and cause and effect when it comes to their actions3. It’s more fun if you’re not the only one doing it, hence 5 chats at once from a classroom4. Kidsand teens have grown up using the Internet, and more importantly, using mobile devices – they expect quick and easy answers from us, while many adults are in still in “shock and awe” mode when it comes to chatMany teens are quicker at using the internet, but not necessarily better; they don’t know that you know kung fu!5. Novelty of talking to a stranger – can go either way – it often makes it a “grown up experience” where kids are on their best behavior, but it can also be very tempting to kids who know it’s your job to be on chat – they will take advantage
  3. -- if a teen has a positive experience now, she’ll remember it when she’s voting – negative? Never coming back.-- Oftentimes teen librarians or others working with teens will refer to these assets when planning programs or projects: the 40 Development Assets were created by the SEARCH Institute – they are 40 things a teen must learn or experience in order to grow into a productive, well adjusted adult; -- Think about it: someone told them about this service, probably a colleague of yours, doing outreach – they trusted the library enough to try this out – thought we could help them, they clicked, they waited (even when you pick up fast, it can be long wait), the explained their problem – all of this is amazing patience for a teen – REWARD THEM
  4. I want to leave lots of time for Q&A, because we’ve all seen so much – especially if you’re not used to working with teens
  5. Think of this every time a teen comes in: they chose to reach out to you toask a question – this is your chance to let them know how awesomelibraries/librarians can be. BE POSITIVE and involve them. Take a deep breath – this is not the time to slack and to assume it’s going to be easyWhile you’re working, try shooting out things like “so do you like this class?” or “have you guys been working on ____ for awhile?” – this keeps them typing, lessens impatience, and shows you’re interested in what you’re both working on together at the moment; it doesn’t take a lot of energy and it goes a long way toward creating a lively and positive chat
  6. This is all about Patron education & Setting Expectations
  7. You want to maintain a cycle of acknowledging and moving things forward. This can be repeated throughout the chat.--Treatment or PERSONALIZED information wrangling, whatever works to convey that you are going to continue working on this question for them and they can get an answer later, like magic!
  8. You know the type: they seem to want to get questions answered, but keep wandering(Education: I’m at work, this is my job)I’m giving you specific phrases, but this is more so you can see some neutral, friendly language that you can adapt – nothing is going to work 100% of the timeREMEMBER, always try to get back to the task at hand!!!! The cycle of acknowledge and move on…Allof these are assuming they actually want their question answered…
  9. Send them somewhere interesting, and there’s no need to type anything about this being for “real questions only” – instead, leave the door open for them to come back when they have something they want to know.
  10. You know the chat shift: National Queue, 3pm on a Sunday, homework that’s been avoided all week is being done – you don’t know the school, you don’t know the project, you can’t ask to see the assignment, what do you do?“English History” – huh? Try asking what class this is for, if they remember what other things they were studying when this came up…WheneverI get a question that sounds like it’s for a PRO or CON paper – I ask “Did you get to choose which side you’re writing about?” Ask what they think of things, make them invest in the exchange.Push homework help if you have it: . I usually say something like “They know a lot more about ______ than I do.” or “Trust me, if this is Algebra you do not want my help.”Let them know they need their library card, and what times the help is available!
  11. Let them know you’re alone! They probably haven’t thought about the logistics – for all they know they get on a screen and 1,000 trained monkeys are on the other end, or a robot…
  12. Teen Link is partnered with Crisis Clinic – it’s staffed by teens, and callers can talk about anything – invaluable resourceInform them: they may think you do this for fun – let them know it’s your job and you need to help as many people as you can
  13. It may feel weird, but letting a teen know that a real person is reading what they write can bring them back into orbit.This is from colleague Kreg, and I’ve used it myself. Acknowledge, move on.For the kids who just type in dirty words – reply with definitions (one or two, then send them link to m-w.com and log off) – high embarrassment factor friends watching
  14. A good thing to say is: “This violates our rules of conduct – this wouldn’t be acceptable in a library, so it’s not cool on chat.”If they keep logging on, and especially if they are sick of you, pick it up, why spread the misery? They give up if you don’t respond.
  15. We have a few URL scripts for these @ SPL; the Bacolicious is very popularPick something cool – do you have a Learning Express Library? I once showed someone how to take a cosmetology exam for funWE SAY IT’S NOT FOR IDLE CHATTER, but take the opportunity to start a conversation, show you’re a person, just like you would at a reference desk with someone who wandered in off the street!!!!