5 Strategies for Dealing with Problem Behavior by Ruth Harries, Senior Assistant, INALJ Kansas I’ve worked in public services for the past seven years, and my experience has been that the majority of transactions with patrons are emotionally neutral. Truly memorable experiences with patrons – whether good or bad – are rarer, but they…
by Michele Frasier-Robinson, Head Editor, INALJ Oklahoma Problem Patrons Before I was a librarian, I naively believed that academic libraries did not face the same problem patron issues that are so common to public libraries. I was wrong. We have had our share of incidents—a few of them quite alarming. I have witnessed unassuming patrons…