[OPLINLIST] Suggestions on dealing with "disgruntled" patron

[Linda Swartzel]

We are a small library - our Internet computers are in sight of and within
sound distance of the Circ desk.  One computer is near the return carts for
the Children's Room.  We have no security guards - library staff only.

 

Into this setting place a patron who is always disgruntled and seems to
border on paranoid.  She uses the Internet computers on a regular basis,
oftentimes coming in to use them several times a day.

 

She has accused a staff member of purposely slamming books on the cart she
happened to be sitting near.  The phrase was something like "Stop slamming
the G _ _

D_ _ _ books on the cart!"  The staff member apologized (although she had
done nothing wrong), and in an effort to be polite told the patron to have a
nice day as she was leaving, to which the patron replied "You have a nice
day too, B _ _ _ _!"

 

The patron has accused a staff member of "jinxing" the computer she was
working on - the patron says the computer works when this particular staff
member is out of the building, then freezes up when she is here.

 

She has shouted at the desk staff when she was leaving that she's "looking
for a job, not a Man!" implying that we are watching and making judgments
about her Internet usage.

 

The staff is concerned that the patron could go beyond abusive language at
any time.  Have any directors or libraries out there dealt with similar
situations? Beyond the foul language the patron hasn't done anything, but
there is a feeling that the patron could become physical at any time. 

 

Any suggestions would be greatly appreciated.  Please call me or reply to
the list.

 

Many thanks,

 

 

Linda Swartzel

Mary L Cook Public Library

381 Old Stage Road

Waynesville, OH 45068

 

Phone - 513-897-4826

Fax - 513-897-9215

 

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