Libraries are public places-open to anyone and everyone. This book contains invaluable, practical tips for library staff who sometimes must deal with difficult or even dangerous individuals and situations.Every library experiences difficult patrons. Thorough preparation is the best defense: it's always much better to be proactive than reactive. The authors of Crash Course in Dealing with Difficult Library Customers realized that these kinds of situations are more universal than unique, despite the great variations in library environments and customer bases, and pooled their more than 100 years of experience to offer practical advice that will help library staff prepare for the many kinds of "worst case scenarios"-before they arise.The book identifies the basic types of problem-causing individuals, thoroughly overviews effective strategies for offsetting their actions, and explains how to successfully manage the stressful, emotionally charged situations that can arise. Drawing on their extensive real-world experience, the authors provide instructions for "last resort" options when dealing with illegal activities, acknowledge the rights of employees in difficult situations, and present strategies that will minimize staff members' stress levels when dealing with patrons. While this book will be extremely valuable to public library staff, it addresses common situations that can happen in public service at any type of library. Administrators who need to develop policies to protect their staff and their users will also find this unique work essential reading.

AcknowledgmentsIntroduction: A Word about Library PatronsPART ISome General Guidelines in Dealing with Problem CustomersPART IIPatrons with Disruptive Behaviors: Moaners, Groaners, and Other Cranky PeopleAngry Patrons: Caustic ComplainersBottlenecks: Indecisive/Forgetful PatronsBrats: The Running-to-the-Other-Parent PatronsChronically Overdue People: Only Imagining Real TimeClingers: Stuck to You Like GlueDeceivers: Lying as a Way of LifeEntitled: Just Because We AreMonopolizers: It's Always Our TurnExtremists: People Who Take Everything to the Outer LimitsHarmless Eccentrics: Local ColorSmelly People: The Hygiene Deficient and Other Stinky PatronsKnow-It-Alls: People Who Don't Need a Reference LibrarianLoud Customers: People Who Need a Volume Control KnobShy, Quiet Mumblers: What Was That Again?Political Campaigners: Perpetual PetitionersReligious Proselytizers: The Library Is Their Mission FieldSlobs: Messy Eaters, Chewing Gum Archivists, and Other Untidy PeopleSmokers: The Original PollutersSqueaky Wheels and Other Nitpickers: Your Running CommentatorsTexters: The Medium Is the MessageTime-Challenged Patrons: "I Still Have a Minute before You Close"PART IIIIt's All about MeArguers and Bullies: The Aggressive CustomersCensors: The Library's Self-Appointed Watchdogs"I-Know-Someone-Important" Customers: The Name-DroppersVIPs: Flaunting Their Self-Importance"I-Pay-Your-Salary" Customers: The Less Than Benevolent BenefactorsImpatient, Type A Patrons: The Instant Gratification/"I-Don't-Have-Time-for-This" CustomersRebels: Pride in NoncompliancePART IVMommie Dearest and Other Perilous ParentsOblivious Parents: "What, Me Worry?"Kid Dumpers: Using the Library as Their Free Babysitting ServicePermissive Parents: Begetting Brats is Serious BusinessAbusive Parents: Putting Their Children in a World of HurtPART VPatrons Who Need Social ServicesUnemployed Customers: Your Job Can Help Them Get TheirsHomeless Customers: Living in the Shadows of SocietyMentally Ill Customers: Society's Most MisunderstoodParanoid Patrons: Someone's Out to Get Me!PART VI"Just the Facts, Ma'am": When Patrons Break the LawDoodlers and Other Book Defacers: Your Book is My CanvasVandals: This Is Why We Can't Have Nice ThingsHackers and Other Computer Tamperers: Take My Data. PleaseThieves: People Who Weed Your Collection for YouPART VIIDangerous PatronsRacists, Homophobes, and Other Bigots: Fueled by HatredGangs and Graffiti: Signs of TroubleSubstance Abusers: Your Addiction Affects Us AllSexual Deviates: Flashers, Molesters, Lechers, and Other PervertsStalkers: The Quiet MenacesArsonists and Other Pyromaniacs: For the Love of FireCriminally Dangerous Patrons: What You Don't Know Can Hurt YouPART VIIIAppendicesA. Incident Report FormB. Involving the AuthoritiesC. Computer Usage by PatronsD. Behavior Policies/Rules of ConductE. Civil Disorder and Demonstrations/TerrorismF. Referrals to Outside AgenciesG. Materials Challenge FormH. Materials Complaint Policies and FormsI. Laws Regarding Library VandalismJ. Laws Regarding Library TheftK. Body Fluids/HazmatL. Fire Safety ProceduresM. Bomb ThreatsN. Problem Patron PolicySuggested ResourcesIndex