The archive of the session “When Teens Attack!: Tips for dealing with 12 year olds and other difficult customers on chat reference” is available now at http://www.sos.wa.gov/quicklinks/Ref22-2010-09-14
Keep an eye on the Ref22 site for more info about future sessions: http://www.sos.wa.gov/library/libraries/projects/askwa/Ref22.aspx
Thank you again to Washington State for offering these to us!