Unfortunately this doesn't just happen online. Even in person, and yes even behind a reference desk, some people still take advantage of our status as public servants. We are constantly threatened with the "I pay your salary" cliche which is ridiculous considering we provide those same patrons with free services that would cost considerably more by going to a bookstore or purchasing a computer--that is truly what their taxes are paying for. At my public library we deal with complaints and rudeness by practically apologizing every step of the way or pretending we didn't just hear that.