WebJunction

Issues about dealing with difficult patron behavior surface periodically here in the All Aboard discussions. Whether it's a matter of directors [url http://az.webjunction.org/forums/thread.jspa?threadID=1251&tstart=0 ]setting policies[/url] or the front lines of the library staff [url http://az.webjunction.org/forums/click.jspa?searchID=1081&messageID=9608 ]accommodating individuals[/url], there is problematic behavior in libraries that needs to be addressed.

What are your success stories? What are the creative, effective, possibly unconventional approaches that you all have deployed to deal with a very real problem? Help your colleagues by sharing your best practices here!

What a great example of turning a problem into a plus--and not just for the library! So did she go on to become a librarian?

Being in a rural library, I am fortunate to have the luxury of being able to spend time getting to know my patrons better to find what their real needs are. This makes a huge difference in being able to turn around "problems" into success.

When I first started I had a patron, whom I never did meet, who would call in with long lists of books she wanted checked out. She was very elderly and hard of hearing and very demanding, and became confused or cantankerous when I had to explain why she couldn't have a particular book if it was already out or whatever. And she would call at my busiest times. Later, a guy who looked like a deranged biker, who never ever said a word, would pick up the large stacks she had ordered and deliver the returns.

One day she called when the place was not busy and I took the time to chat with her. I discovered that she had no television or even radio and was bed-ridden, that in fact reading was her only pleasurable activity in life. Even getting to her phone and gathering her information together to place an order with me was the result of tremendous effort on her part and in many ways the high point of her week. And she was dying.

Getting to know her, I was able to appreciate more of what she needed, what our relationship meant to her,and how much far she had to come and how hard she had to work to meet me half-way. The first thing we did was schedule regular times when it was not busy, so I could give her calls the attention she needed. I also was able to learn her specific tastes so that I could do so reader's advisory that she appreciated. There were many aspects of her experience of dying that came into it: for example she wanted to re-read books she enjoyed as a girl, and she was particularly keen to read any parts of series that she had missed. And she had very specific needs for health related books that it had never occurred to her to ask for. I learned a great deal about, I don't know what it's called, "hospice librarianship?" I also learned that behind every "problem" there is a story, one that probably has the answer.

When she died, it was very sad, but it was also for me the closing chapter of one of the most meaningful experiences I've had working in a library. She was one of the nicest people I never met. A few days later an unwed teenager here had a baby, but that's another story.

hey there - we're so glad you found this thread. thanks for sharing this director policy with us. what a blessing it must be to have a customer/patron-driven policy in your library. and, it seems that your director is really interested in providing support to staff to enforce the policy. fabulous!

One of the best articles I've ever read on this topic is:
"Buddha at the Gate, Running: Why People Challenge Library Material." Anyone read it?

In it, James LaRue (director of Douglas County Libraries in Castle Rock, CO) discusses how to successfully de-fuse patrons who decide the library should censor material so they can protect their children. It is thoughtful and compassionate piece because it discusses the fears and frustration that lead otherwise reasonable patrons to make censorship requests. I'll try to find out where and when it was published and post it here for those who missed it. I think it was "American Libraries"...

One of the difficulties we have been having is the patron that is referred to the library from government offices, lawyers and even companies like UPS. The patron thinks we have an agreement or contract with these parties and we should find their forms or application and fill them out for them. Part of the problem is this kind of patron doesn't have the computer skills to find the website or the online application. A couple of things we suggest to the patron is that they bring a friend or relative to help them with the computer or come back and we give them specific times when we have extra help on the reference desk. The part I'm not sure how to address is, we inform the public that we provide computers for their use but we are not able to actually fill out an application or retrieve credit reports or purchase airline tickets and yet some patrons don't want to accept this.
Or what about when an entire soccer association is given the instructions to go to the library to register online and the library only has so many computers and can't accommodate the large crowds?

Ken - read your other posts but this one got to me...what a lovely story!

Of course this is a mixed blessing... at least they are referring them to us and getting them through the doors. Isn't that the largest barrier when trying to increase visibility and usage.

Having said that, you also want them to have a positive experience. Positive, honest, thoughtful staff who do their best to resolve the problem go a long way towards resolving the difficulties.

hey dianna,

where is your library? thanks for commenting...good to have you joining us!