[OPLINLIST] Many thanks to the library community

[Linda Swartzel]

I just want to take a minute and convey my thanks to the many libraries and
librarians who responded to my query about our "disgruntled patron".  From
the many responses to the list, as well as several phone calls, it is a
wonderful feeling knowing how supportive the library community is.  It seems
that I struck a chord, in that many librarians faced similar situations at
various times.  The advice was helpful.  A recurring suggestion was to have
a policy in place outlining acceptable and unacceptable behavior.  When
faced with a situation, you can refer the patron to the policy - "the
policy" says this behavior is not acceptable.  In that way you are enforcing
the policy, not personally taking exception to an individual.  We have a
policy that has not been revisited in a while, and I will be working with my
board to update it and decide if it should just be in the policy manual or
if it should also be posted in the library.  There were other good
suggestions - contacting the local police to let them know about the
situation in case it should escalate.  Contacting the County Mental Health
Department - this individual may already have a track record.  

 

Right at the moment all is peaceful.  I spoke with the patron about her
language.  (She acknowledged that she would not do it again, but I had a
feeling by the end of the conversation that she was convinced that we had
caused her to act the way she did.)  She has been back once since that time.
She had minimal interaction with the desk staff, used the computer and left.
I have discussed the situation with the police Chief, and will be contacting
the mental health department.  Any guidance they are able to give us on
dealing with people with mental health issues will be shared with all staff.


 

Again - thanks to everyone who offered support.  May you all have a
wonderful New Year, and may all your patrons be happy ones!

 

Linda Swartzel

Mary L. Cook Public Library

Waynesville, OH 45068

 

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