Open AccessBook Review: The Librarian’s Guide to Homelessness: An Empathy-Driven Approach to Solving Problems, Preventing Conflict, and Serving Everyone
Author(s) -
Jessica Givens
Publication year - 2018
Publication title -
reference and user services quarterly/reference and user services quarterly
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.443
H-Index - 34
eISSN - 2163-5242
pISSN - 1094-9054
DOI - 10.5860/rusq.58.1.6846
Subject(s) - empathy , punishment (psychology) , set (abstract data type) , public relations , resource (disambiguation) , psychology , compliance (psychology) , sociology , criminology , social psychology , political science , computer science , programming language , computer network
Public libraries are an invaluable resource for people experiencing homelessness. However, librarians often struggle with how to address the unique needs of those patrons—what do we do when their needs clash with library policies or the comfort of other customers? Ryan Dowd, the executive director of a large homeless shelter in Chicago, draws on his years of experience to provide a set of tools that enable librarians to better serve people experiencing homelessness while improving compliance with library policies. His approach emphasizes empathy, treating all patrons with respect while recognizing the special challenges faced by homeless individuals. Dowd explains how demonstrating empathy enhances our ability to resolve or avoid conflict before resorting to punishment.