It Comes with the Territory
Handling Problem Situations in Libraries, rev. ed.
About the Book
The mission of libraries is to meet the information needs of the people they serve—but daily, sticky situations arise that make this tough to do. Reports of peepers, use of the library by the homeless for sleeping, inappropriate Internet use by patrons; encounters with offensive personal hygiene, skateboarding in the stacks, the threat of violence, one’s role as a babysitter for latchkey children, censorious complaints: Is there an upswing or are librarians just more sensitized? How do libraries meet these demands?
From the perspective of a working director, this thoroughly updated and revised edition is a commonsense guide to setting fair and appropriate behavior rules and training staff in how to implement them evenhandedly and with reasonably good humor. Issues surrounding street people, the mentally ill, and substance abusers, sexual deviancy and parental child abuse in the library; community censorship; confidentiality of library records; general security; and unaccompanied children, including protecting them and seeing to their emergency medical needs, are among the topics. Emphasis is placed on staff training and writing effective manuals.
About the Author(s)
Anne M. Turner, director of the Santa Cruz City-County Library System, lives in San Francisco, California.
Anne M. Turner
Foreword by Gordon Conable
Format: softcover (7 x 10)
Bibliographic Info: appendices, notes, index
Copyright Date: 2004
Table of Contents
Foreword to the Second Edition (Gordon Conable) 1
PART I: WRITING GOOD RULES
1. Making Behavior Rules 11
PART II: PROBLEMS THAT PLAGUE US
2. Street People, the Mentally Disabled, Substance Abusers, and Other Symbols of Our Times 23
3. Dealing with Angry People 35
4. The Nasty Behaviors: Sexual Deviancy, Parental Child Abuse, and Sexual Harassment 45
5. “It’s Free and It’s Safe”—Handling Problems with Unattended Children 62
6. Censorship: Wizards, Sex, and Killing Animals 74
7. E-Mail, Chat Rooms and Websites: Internet Use in the Library 83
PART III: PRACTICAL ADVICE
8. Securing Our Buildings 95
9. Writing Good Manuals 104
10. Training Staff 112
A. The Library Bill of Rights 129
B. Guidelines for the Development of Policies and Procedures Regarding User Behavior and Library Usage 130
C. Sample Procedures and Policies 133
Book Reviews & Awards
“practical…useful”—Booklist; “order this book immediately…interesting…entertaining and educational…outstanding…timely and useful—a must for all sizes and types of libraries”—Library Journal; “good…recommended”—Public Libraries; “Turner has revised and updated this classic guidebook that provides creative and sensible ways for handling sticky situations in public libraries”—SRRT Newletter; “highly recommended”—Public Services Quarterly; “well written…engaging…very helpful and timely”—Reference Quarterly.