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Contents List of Exhibits and Appendices Preface Acknowledgments Chapter 1. Professional Practice: Understanding Reaching out to the Health Information Seeker How Consumer Health Reference Requests Differ from Other Reference Requests Common Emotions among Consumer Health Information Seekers and Appropriate Responses Common Concerns of Consumer Health Information Seekers and Appropriate Responses Promoting and Marketing Your Library?s Services Summary References Chapter 2. Professional Interactions: Communication Guidelines & Strategies Non-verbal Communication Verbal Communication Reference Interview Techniques Handling Unpleasant News E-mail and Virtual Reference Guidelines Telephone Reference Guidelines Summary References Chapter 3. Professional Ethics of Providing Health Information Moral or Religious Conflicts Personal Feelings and Emotions Personal Opinions Privacy and Confidentiality Serving Children and Youth Serving Mentally Ill or Mentally Challenged Individuals Summary References Chapter 4. Legal Issues in Health Information Delivery Practicing Medicine without a License Defamation of Character The Constitutional Right to Know Safeguards for Professional Practice Tips for Clear Communication Summary References Chapter 5. Serving the Health Information Needs of Diverse Individuals Serving the Disabled Serving Children and Youth Serving Patrons with Mental Health Disorders Serving Minority and Culturally Diverse Individuals Serving LGBT Individuals Summary References Chapter 6. The Difficult Patron The Four-Step Approach The Angry Patron The Complainer The Frequent Flyer The Guarded Individual Helpful Policies Summary References Chapter 7. Self-care for the Health Information Provider Health Effects of Stress The 24/7 Stress Antidote Stress Buffers Support for Self-Care The Art of Coping Well Summary References Index About the Author
Library of Congress Subject Headings for this publication:
Medical libraries -- Reference services -- United States.
Health education -- United States.
Consumer education -- United States.