1. Complex Boolean Strategy
Defusing Conflicts
LIS 601
Spring 2013
Dr. Diane Nahl
University of Hawaii
Library and Information Science Program

2. Boolean AND
1 Blue--the records found
in set 1 with “dogs” in the
results.
2 Yellow--the records 1 2
found in set 2 with “cats”
in the results.
3 Green--the records 3
found in both sets 1 and
2 with both terms “dogs”
AND “cats” appearing in
each record. dogs AND cats
Cream outer space--the [intersection, overlap,
records not found in exclusion]
either Venn diagram set.
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3. Boolean OR
1
1 Yellow--the records
found in set 1 with
either OR both ”cats”
and/or “dogs” in the
results.
Cream outer space--the
records not found in
either Venn diagram dogs OR cats
set.. [inclusion]
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4. Nested Boolean AND/OR
4 Yellow--the items found
in set 4 with “leashes”
and either OR both
“cats” and “dogs” in the
results.
Inner Yellow pentagon
--the records found in 4
set 4 with “leashes”
“dogs” and “cats” in
each item
(dogs OR cats) AND leashes
Cream outer space--the
[inclusion] [intersection]
records not found in any
of the Venn diagram Nahl LIS 601 2013 4
sets.

5. Exercise:
Complex Boolean Strategy
 Query: What is being done in AIDS
education?
 CONCEPTS:
1. AIDS
2. education
 STRATEGY:
(AIDS OR acquired immune deficiency
syndrome) AND (prevention OR education)
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6. Exercise:
Complex Boolean Strategy
 Query: What are the government policies
on communications technology?
 CONCEPTS:
1. policies
2. communications technology
 STRATEGY:
(policy OR OR ) AND
(email OR Internet OR )
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7. Exercise:
Complex Boolean Strategy
 Query: I need material on jailbreak movies
with car chases.
 CONCEPTS:
 STRATEGY:
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8. This Nested Boolean Strategy:
(cars OR automobiles) AND (film OR movies)
AND (prisoners OR convicts)
performs all of the following
search combinations to obtain the final result:
 cars and film and prisoners
 automobiles and film and prisoners
 cars and film and convicts
 automobiles and film and convicts
 cars and movies and prisoners
 automobiles and movies and prisoners
 cars and movies and convicts
 automobiles and movies and convicts
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9. Exercise:
Complex Boolean Strategy
Query: Which diets can lower cholesterol
levels?
 CONCEPTS:
 STRATEGY:
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10. Exercise:
Complex Boolean Strategy
Query: What has been done on the control
of rust and mildew on wheat and barley?
 CONCEPTS:
 STRATEGY:
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11. Scenario: Person rushes to the Desk,
breathless & demanding in tone,
“This computer doesn’t work! I’ve spent 20
minutes searching for a book I know you have in
this library and the computer says it doesn’t exist!
With the card catalog it would take less than 2
minutes to find it. It’s ridiculous to have to waste
so much time and not find what I want when I
know it’s there!”
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12. Defusing Conflicts p. 42
 WORDS TO LOSE  WORDS TO USE
Really? Most people That’s terrible, it
like it. It’s not that should give you the
hard to use. What call number if we
kind of search did you
do? have that book.
What’s the title?
You probably did a
Title search when you
need a Keyword [Agree]
search.
Horn, Sam. TONGUE FU! How to Deflect, Disarm, and
[Defend] Defuse Any Verbal Conflict. St. Martin's Griffin, 1997.
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13. Defusing Conflicts p. 42
 WORDS TO LOSE  WORDS TO USE
You might have the I’m sorry it’s not
title wrong. Are you working for you. I’d be
sure you spelled the happy to give it a try
author’s name for you right now if
correctly? you have a minute.
We probably don’t
have it. [Apologize
[Contradict, and Offer to Do It]
Discourage]
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14. Defusing Conflicts p. 42
 WORDS TO LOSE  WORDS TO USE
I didn’t design the Thank you for telling
system. Try the me about the
Keyword search if difficulties you had. I’ll
you’re sure we’re report it at our staff
supposed to have it. meeting.
[Contempt] [Give Hope]
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15. Shift Your
Internal Orientation
FROM TO
 Rigid & Defensive:  Flexible & Supportive:
1. Certainty (I already 1. Curiosity (Help me
understand) understand)
2. I am right 2. I am curious
3. I know the impact on
3. I know what was users
intended
4. I know who contributed
4. I know who is to blame what
5. Debate 5. Exploration
6. Simplicity 6. Complexity
7. Either/or 7. And
Stone, Douglas. Difficult
Conversations. Penguin Nahl LIS 601 2013 15
Books, 2000.

16. Virtual Reference
Rude Patron Policy
“4.5.1 Rude patrons.If you encounter a patron who is
abusive or behaves in other inappropriate ways,
including communication of a sexual or too personal
nature, do not engage in dialog with them. Send the
Goodbye-Inappropriate script
[“This is a library reference service. Whenyou have a
reference question, we will be glad to help you.
Goodbye.”],
then disconnect.”
24/7 Reference Policies: questionpoint.org http://www.questionpoint.org/ordering/cooperative_guidelines_247rev3.htm
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17. Virtual World Reference
Rude (Griefers) Patron Policy
In Second Life sim managers and some
members with group and parcel permissions
have the ability to Eject or Ban avatars who
refuse to cease troublesome behavior.
We will practice being ejected on UHS
islands so you can see what it is like.
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18. Scenario:
A patron comes to the circulation desk to check
out another ten books. The library staff person
cannot check out the books to the person
because of an outstanding fine. The library user
is irate! The staff person called you over to help.
The library patron has now started yelling about
the type of help she receives every time she
comes into the library. She shouts that the library
should be open more hours on the weekends.
How do you handle the situation?
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19. Exercise:
Defusing Conflicts p. 42
 WORDS TO USE
AGREE:
APOLOGIZE:
GIVE HOPE:
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20. SL Workshop: Acquiring
Information and Objects
 Teleport to U of Hawaii island one of
three ways from the login screen:
 My last location
 Home
 Type location in box: University of Hawaii
 Chamindade U. LibGuide:
10 basic SL Skills and beyond http
://chaminade.libguides.com/secondlife
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21. SL Workshop: Acquiring
Information and Objects
 UH Island Freebie Store or Exhibits Area:
 Wear UH group tag (People, Groups, )
 Right click an object, select Touch or Buy (for $0)
 Click Accept (upper right Notifications area)
 Rez the object (Drag object from Inventory to
ground near, but not touching, your avatar)
 Right click object on the ground, select Open
 Click Copy to Inventory in box contents dialog
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22. SL Workshop:
Finding Information and Objects
 Inventory (suitcase icon):
 Find (Recent tab, acquired since last login)
 Right click folder or item to Wear (Replace)
 Right click to Edit the empty box on ground
(General tab Owner = Your avatar name)
 Take/Delete to remove trash
 Search Groups:
 Click People icon, Groups tab
 Right click your avatar, Select My Groups
 Wear the Group Tag on group land 
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23. SL Workshop:
Teleporting and TP requests
 Teleporting several ways
 UH TP Board, Home (top left or ctl-shift-H),
Back arrow (top left)
 Inventory, Landmarks folder, click a LM to TP
 Send TP requests to Friends (highlight avatar
in People, Friends tab, click i, select Teleport,
click Yes in TP request dialog)
 Click Teleport to accept TP requests from Friends
 Check the Notifications area top right, little heads
in boxes, Accept a Teleport in the IM window
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24. Next Week
 Chapter 7
 Search Work 3 Bibliographies
 Handouts pp. 40-41 Dictionaries
 Quiz Review
 Chapters 1-5, 7-8, 17 & lectures 1-9
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