Table of contents for Answering consumer health questions : the Medical Library Association guide for reference librarians / Michele Spatz.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


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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.