[OPLINLIST] repeatedly bad patrons

[Reference Desk]

On 7/20/2010 12:45 PM, Laura Thorne wrote:
> I am sure we all have these patrons, those who have multiple overdues for
> months on end.  We have a family with 6 or 7 kids who have returned books
> with bugs in them, unknown liquids spilled on them, and various other
> unsavory habits.  Right now, each member of the family has multiple
> overdues, with lots of fines (yes, we charge fines, even for children).
> None of them are able to check out because of the fines and overdues.  The
> last bag of books they returned in the bookdrop had roaches in it, and the
> books were filthy (in many ways).  My staff wants the whole family blocked
> from checking out, even if they are able to settle all their accounts.  This
> is not the first incident of having to discard materials because of damage,
> bugs and soil.  The staff insists they have proven they are not responsible
> in handling library materials.  They tend to pay off one card, so then
> everyone in the family will check out on that card until those materials are
> overdue.  My head tells me that, once the fines are paid, they can check out
> again but my heart feels differently.  Should we continue to allow this
> family to ruin books?  Have patrons been banned/blocked for repeatedly
> ruining books?
> I am sure someone will say, "at least they are using the library" and other
> pc comments but I am tired of cleaning up and calling the exterminator.  If
> it were not a repeated incident, I would not even bring up the question but
> it is a pattern.  Any thoughts?
>
> Laura Thorne
> Director
> Jackson City Library
>
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Hi Laura,

Over here at Garnet A. Wilson, we have a policy of requiring proof of 
home extermination when items are returned with roaches or other 
parasites, since such infestations pose a risk not only to library 
employees, but also to other library patrons.  You could conceivably 
extend this to the entire family, since they occupy the same home.

I know of one patron here, in particular, who hasn't been able to check 
out materials for a little over a year because of this policy.  She 
still uses the computer and other services, but is barred from checking 
out materials.  Might be the most PC and effective way of dealing with 
the problem?

As far as damage to materials, I would suggest just charging for the 
materials if it's not a health risk. Items are replaceable, after all. 
If it is a health risk, such as bodily fluids, etc...perhaps a 
progressive approach to disciplinary action might help to get the 
message through.  For example, maybe ban them from checking out 
materials for 1 week or 1 month at first, and explain to them the 
specific health risks and concerns.  And document it!

This might convince them to take better care of the materials...and 
still retain them as library patrons in the long run.  If they fail to 
change their behavior, I would say it's perfectly acceptable to ban them 
from checking out library materials.  If you can show a paper trail of 
progressive offenses and disregard of policy, it helps protect you from 
potential legal recourse.