Problem Patrons and Library Security

Summary

Front-line library staff members often encounter “problem patrons” —those patrons who put others in fear for their own physical security, whether or not that fear is ultimately justified. This article identifies the risks and suggests some precautions, including: defusing anger at the service points through improved interpersonal communication techniques and staff training, drafting policies and procedures to help guide staff as they deal with incidents, and improving the security of library buildings. Legal issues surrounding library security also are examined.     

Help Yourself

Summary

One of the biggest challenges in libraries today is how to empower front-line employees to be able to deal with the unique problems and people that society unloads on us daily. Some of these problems, like staff morale, are with us all the time. Others, such as developing workable policies and procedures and dealing with problem patrons, are like housework, done for the moment but never complete. A third category consists of the rare event that threatens the lives or wellbeing of library employees and users-issues of personal safety in the workplace.

This article will discuss, from the perspective of two veteran staff of the Auraria Library, the need for clear communication, up to date policies and procedures, and effective training. Although every problem cannot be solved or every situation diffused, it is best to empower employees to know what to do for all the “what ifs” that may arise.     

The Difficult Patron Situation

Summary

Problem/difficult patron incidents that occur in libraries are on the rise. Library administrators and library employees have attempted to decrease the number of incidents by providing staff training and formulating policies and rules to control the situation. The purpose of this article is to share the proactive steps that the Education and Behavioral Sciences Library, Penn State University Libraries, took to prevent or decrease the incidences of difficult patrons as the library prepares to relocate. The focus was on assisting the frontline staff members, who work on the reference desk, to acquire the competencies they need to provide consistent quality reference services to patrons, and to reduce incidences of unsatisfied, difficult, and problem patrons.     

“Lots of Questions about ‘Fake News’”: How Public Libraries Have Addressed Media Literacy, 2016–2018

ABSTRACT

This exploratory research investigates how American public libraries have addressed the issue of media literacy in their communities from 2016 to 2018, including programs, partnerships, and other initiatives. The authors selected this period because events, such as the 2016 U.S. presidential election, contributed to an increased national concern about media literacy. This study fills a research gap by providing a broader assessment of public library responses to this issue, as most of the published literature thus far stems from academic libraries. An electronic survey solicited data from both a stratified purposive sample and a self-selecting sample of public libraries throughout the United States (U.S.). Analysis of qualitative and quantitative data from sixty-five public libraries revealed several key themes related to media literacy initiatives, including types of initiatives developed, initiatives deemed most successful by staff, community response to initiatives, and reasons for not pursuing initiatives. Findings denote the current state of how public libraries address media literacy and offer practical guidance for those developing media literacy initiatives. Key findings are as follows: lack of staff time is the reason most often cited for not engaging in media literacy initiatives; more effective measurements are needed to assess both community needs and outcomes of library initiatives; “fake news” is a topic of interest in the community and among library staff; and there appears to be a relationship between staff interest in the topic and perceived interest on the part of the public, which may impact efforts to address the issue. Implications for practice resulting from those findings include engaging in initiatives that maximize service while minimizing staff time involvement; measuring and assessing community interests as well as outcomes of initiatives; using trending topics such as “fake news” to increase interest in library services; and continuing to increase staff awareness of and training in issues deemed important by the library community.     

Library Safety Through Design: Using a Checklist Approach at the University of Idaho

ABSTRACT

Libraries are responsible for the safety, security, and welfare of their patrons, employees, collections, buildings, and property. Well-designed library spaces enhance the overall security and safety of the library building and its users. One potential tool to assist in assessing library spaces and building design is the Crime Prevention through Environmental Design (CPTED) methodology. This article presents a case study in which a CPTED checklist was used to examine safety and security design features in an academic library environment. In conjunction with other safety measures, including dedicated safety committees, expert-led safety trainings, and ongoing conversations about security in the library, the CPTED checklist can help inform library conversations about building security and contribute to a safer, more secure atmosphere in which students can thrive.     

Certificate and Associate Degree Education for Library Paraprofessionals: Distance Makes It Possible

ABSTRACT

Distance education makes library paraprofessional education possible and desirable to meet needs in library staffing. Lexington Community College (LCC) developed online certificate and associate degree programs to meet the legal requirements for Kentucky paraprofessional library staff. In collaboration with the Southeastern Library Network (SOLINET), in Spring Semester 2004, the LCC courses were offered to SOLINET member library staff at the in-state tuition rate. The enrollment and completion rates of students in the online LCC courses show a high degree of interest in library science education at the undergraduate level. Furthermore, formal education for library paraprofessionals is taking on a new significance with the “professionalization” of paraprofessional employees. The American Library Association (ALA) has begun to explore the desirability and possibility of accreditation of paraprofessional programs, and the Institute of Museum and Library Services (IMLS) has funded projects for undergraduate library science education.     

A place to call home?: A qualitative exploration of public librarians' response to homelessness

Labeled “third-sector” community organizations, public libraries serve homeless individuals by default. Using focus group interview data with library personnel, this qualitative study explored how public libraries in 8 urban and suburban communities in one Midwestern state perceived and served homeless patrons. Three themes emerged: (1) the recognition that libraries serve as makeshift shelters, (2) the inconsistent implementation of code of conduct policy regarding homeless patrons; and (3) innovative “under the radar” responses by administration and staff to resolve the tensions enacted by the presence of homeless persons in library facilities. Recommendations for staff training, internal policy revision, and enhanced collaboration between social service agency and public library staff are provided.     

No Phone Zone

Abstract

This article reports the results of a survey of cell phone policies in university libraries conducted over a three-month period in 2005. The authors sought information about the libraries' problems regarding cell phone use and attendant noise by students and other library users. The authors began with an 18-question survey of one hundred libraries, with at least one library from every state. When the response was low, the authors expanded their research by looking at every library Web page that had the word “University” in its title. Finally, they contacted several larger libraries that had policies banning cell phone use altogether to see whether they worked. Most respondents found cell phone noise a problem. Most respondents indicated that public service staff and security officers enforced the policies; comments from the original survey were insightful concerning compliance solutions.     

Scheduling Technical Services Staff at the Reference Desk

Summary

New reference desk staffing configurations are required as reference service evolves from locating in-library resources to using and teaching the use of electronic resources. The tangible and intangible benefits achieved by scheduling technical services staff to assist at the reference desk are discussed. Intangible benefits include improved library service due to technical services staff expertise, and greater flexibility for reference desk staffing. The reference staff can also learn more about the automated library system and current processing initiatives from their technical services colleagues. Technical services staff benefits from seeing the results of their work in a public services setting and experiencing the satisfaction of helping users locate needed information. A stronger sense of library service is instilled in the “back room.” Technical services staff will also enjoy more challenge, opportunity, and variety in their work. Some tangible benefits realized at the University of Minnesota's Bio-Medical Library, which are directly related to the scheduling of technical services staff at the reference desk, are also briefly described.     

The Problem Patron

Summary

Library staff and other patrons encounter patrons who are one or a combination of the following: mentally ill/disturbed, homeless, street persons, angry, aggressive, unreasonable, rude. Commonly referred to as “problem patrons,” they appear in any type of library: public, academic, institutional, corporate and special. Most of them behave poorly because of their own troubles. The history of “problem patrons,” various types of problem patrons and their identifying behaviors are discussed in this paper. In attempting to define “problem patrons” the information provides a framework for understanding the problems of challenging patrons and for learning to discriminate between problem patrons and patrons who have problems.     

Hidden Leadership in Small Special Libraries

“The Specialist” addresses the administration of special libraries, however, identifying the administrator of a small special library is problematic. In these small libraries within organizations, the librarian often works alone and the library is overseen by a non-librarian manager. In these cases, it is not as easy to identify or define the library's administrator as it would be in a public or academic library, or even a larger special library. This column introduces a model where the administration of small special libraries is a collaboration between librarians and non-librarian managers. In this model, information professionals exercise hidden leadership and management skills without leading a staff or possessing a management title. The column also suggests ways information professionals without explicit management responsibilities in the workplace can develop these skills and apply them in their jobs.     

Copyright Awareness,Partnerships, and Training Issues in Academic Libraries

This article reports on the results of a national survey of academic librarians and library staff (N = 226) in the United States about their awareness of various copyright policies, partnerships with campus groups to address copyright issues, and training needs. A majority of the survey respondents reported that they have answered copyright-related questions in the workplace, yet only 49% (n = 98) of the respondents perceived they were prepared to provide copyright information to library users. Awareness of various copyright policies among librarians and staff members varied, including a reported minimal awareness of the T.E.A.C.H. Act. In addition, survey respondents expressed the desire for more copyright-related training. In light of these findings, the present study extends the existing literature and offers recommendations to help better prepare a “copyright confident” or “copyright responsive” academic library workforce.     

Nigerian book trade

Abstract

Laws for public library service were well established in Czechoslovakia before its split into the Czech Republic and Slovakia in 1993. The transfer of authority over public libraries from the central government to the local regions and municipalities after 1989 caused much confusion, especially since many library buildings were reclaimed by the owners from whom they had been confiscated by the Communists. The number of libraries in the country has declined since 1989. The shift of publishers to free market conditions meant not only that much “entertainment” literature was published, but also that the price of books was driven up. Library services have changed to meet the new social conditions: there are improved services for business and for the handicapped.     

The X-factor in academic libraries: the demand for soft skills in library employees

Abstract

As the need for employees with technology skills and other expertise has increased within the contemporary academic library environment, so too has the need for employees with “soft skills.” Soft skills refer to personal, learnable attributes, such as emotional intelligence, communication aptitude, persuasion facility, storytelling ability, collegiality, and even woo. While academic libraries are ever-changing, it is critical to bear in mind the importance of the human component. This article considers the need for soft skills within the contemporary academic library environment. It will draw upon successful instances of soft skills development from outside the academic library environment to synthesize new ways of enhancing library employees’ soft skills.     

The Delphi Project: Transforming Flemish Libraries Into User-Oriented Points of Information

ABSTRACT

Flemish libraries have historically been praised by visitors and valued by the general public, but since the turn of the century, they have seen a decline in usage. A group of libraries in Flanders believed the role of libraries should be substantially reevaluated. They embarked on the “Delphi Project” to establish methods for libraries to become centers of their local communities by focusing on the information needs of their customers. The emergence of technology supported a shift from libraries as lending institutions to information centers. In addition to a customer service philosophy and training, online tools have helped staff reach library users. An online tool called the “Bronnenwijizer” combines searching the local library catalogue, provincial and state catalogues, and the Internet. The tool also supports the creation of “baskets” for a patron's information needs that can be shared with other staff. Delphi libraries have also used “Infopleinen,” Web-based guides to topics featuring printed media and online sources. Finally, a new online question registration system was developed that fit the new Delphi service philosophy. Over half the libraries in West-Vlaanderen are entitled to call themselves Delphi Libraries, and the philosophy is being disseminated more broadly through the Delphi Project Web site. Due to governmental changes in provincial authority, the future of the project is challenged because coordination among libraries has been critical for the project's success.     

Procedures to Follow if a Law Enforcement Official Asks for Patron Information: A Checklist for Access Services Student Employees

ABSTRACT

Since the U.S.A. PATRIOT Act was signed into law in October, 2001, library administrators have become increasingly concerned that staff–especially student employees–continue to protect the confidentiality of patron records. Administrators have also become increasingly concerned that when law enforcement officials provide paperwork giving them legal access to patron records, staff take steps both to divulge no more information than is necessary and to protect the institution from liability. In response to these concerns, the University of Colorado, Boulder, created an easy-to-understand and easy-to-use document for its public services student employees. This article describes the process by which that document was created, how it was introduced to staff and student employees, and what additional steps are planned for the future. Finally, the document itself is included as a possible model for other institutions that may wish to create procedural guidelines for student employees.     

Customer Experience in Public Libraries

ABSTRACT

Public libraries today are gingerly stepping into the emerging philosophy among successful businesses around the world: customer experience. Libraries are hiring staff with “customer experience” in their title, others are curious and want to learn more. Most of the resources currently available to libraries hoping to get started take a corporate approach particularly as it impacts financial success. The bottom line is that all of us are in the customer experience business, whether we know it or not. It goes to the heart of everything we do – how staff interact with the public and each other, the value libraries provide to a community, even the cleanliness of the restrooms. Additionally, many of those companies that library users experience in their daily lives – health care, insurance, retail – have already jumped on the customer experience bandwagon, overall raising the public’s expectation of what they should experience in libraries. How and where to start? How does a library build a road map to develop a customer experience philosophy and culture, which staff will embrace and support? When building a new library how do you design that building using a customer experience lens? Columbus Metropolitan Library has spent the last 5 years mapping out a customer experience practice, which includes staff training, journey mapping, customer insights, customer engagement training, and library design.     

Librarians' experiences of the teaching role: A national survey of librarians

A Canadian national survey of 788 library staff doing instructional work revealed that most participants expected to be doing some teaching in their workplaces, and the largest proportion of participants have been teaching for more than 10 years. Most instruction continues to take the form of short presentations to groups of learners. On the whole, preparatory experiences are informal—on-the-job experience, reading professional literature, and attending workshops. The majority of respondents identify instructional work as integral to their professional identity, but nearly one-third see this work as a duty or expectation, and a small proportion view it as an imposition. The study results have implications for design of programs that prepare library staff for the workplace, and for library managers who need to support effective instructional practice.     

Healing After the Unpleasant Outburst

Summary

Library personnel encounter angry library users regularly at various service points. Unpleasant incidents are detrimental to library staff attitudes and morale, and may have a lasting effect on the library staff member. This article describes techniques to lessen the impact of an emotional outburst of a library user and decrease the library staff member's recovery time from the incident.