Library Security : Better Communication, Safer Facilities

 Albrecht, Steve. Library Security : Better Communication, Safer Facilities. 

Chicago: American Library Association, 2015. 025.82 Albre  ISBN 9780838913307

Library work is really all about people. And the inclusive, welcoming nature of the library means that all kinds of people pass through its doors. Not all difficult patrons are dangerous, but some frighten staff and other library users, which can lead to situations that are distracting, troubling, and fraught with liability. For more than a decade, Albrecht, a 15-year police veteran, has presented workshops for libraries on dealing with challenging patrons. His no-nonsense advice will empower library staff in their personal security and give them the tools to confidently communicate with their colleagues, patrons, and members of law enforcement regarding inappropriate behavior. In this book he addresses security issues important to all libraries, including

• Specific guidance for common situations, such as unruly teens, unwanted sexual advances, chronically homeless substance abusers, and more
• The elements of an effective Code of Conduct and how to enforce it
• Tips on how to manage internet usage to minimize potential problems
• How to align with patrons and use language that defuses the conflict
• Forming partnerships with service organizations, homeless shelters, mental health advocacy groups, and other community resources
• How to know when it s time to call the police, plus ideas for increasing law enforcement support
• Ways to make the library more secure through changes to facilities

Through the methods outlined in this book, Albrecht demonstrates that effective communication not only makes library users feel more comfortable but also increases staff morale, ensuring the library is place where everyone feels welcome.

Defusing the Angry Patron

Rubin, Rhea J. Defusing the Angry Patron: A How-To-Do-It Manual for Librarians. 2nd ed. New York: Neal-Schuman, 2011. ISBN: 978-1555707316

From the Publisher:
How do libraries deal with angry comments on their websites, blogs, or social networks? Does having a security staff actually help defuse angry users? How can library staff members best respond to frustrated users who get angry in a chat reference setting?

Here, renowned library consultant Rhea Rubin deals with these questions and more in Defusing the Angry Patron: A How-To-Do-It Manual for Librarians, Second Edition. New technologies for service delivery have ushered in new venues for frustration. To help librarians know how to react in the face of patron anger, Rubin adds five new coping strategies to the 20 basic ones she
introduced in the first edition. All of them have been updated them in light of key changes, including virtual reference service and the Web 2.0 phenomenon. A whole new chapter addresses anger in the digital landscape.

This very practical how-to shows how effective staff training and intentional behaviors can positively affect patron behavior, minimize altercations, and ease the stress of public services staff. Library staff members looking for effective ways to prevent and handle anger-driven confrontations with their patrons will find Rubin’s revised text an exceptionally useful, applicable, and enlightening guide.

The Black Belt Librarian: Real-World Safety & Security

Graham, Warren. The Black Belt Librarian: Real-World Safety & Security. Chicago: ALA, 2012. 025.82 Graha ISBN 978-0-8389-1137-2

Sharing expertise gleaned from more than two decades as a library security manager, Graham demonstrates that libraries can maintain their best traditions of openness and public access by creating an unobtrusive yet effective security plan. In straightforward language, the author

• Shows how to easily set clear expectations for visitors behavior
• Presents guidelines for when and how to intervene when someone violates the code of conduct, including tips for approaching an unruly patron
• Offers instruction on keeping persistent troublemakers under control or permanently barred from the library
• Gives library staff tools for communicating effectively with its security professionals, including examples of basic documentation

The Black Belt Librarian arms librarians with the confidence and know-how they need to maintain a comfortable, productive, and safe environment for everyone in the library.