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Focuses on literatures discussing problem library users. Citations about the homeless in libraries; Concerns of library employees on angry patrons; Approaches to interacting with irate library users.

States that in 1995 a survey was conducted on the campus of San Jose State University, California, where for the first time, so-called minorities made up 50.7 percent of the total student population. Which ethnic group made up the largest percentage of the population; Conclusion made that students who use English as their primary language are usually more successful in using the library; How this conclusion was derived.