| Public libraries are expected to be safe and tranquil places. However, offensive, disruptive, and even criminal behavior is a problem at many public libraries. Encounters with disruptive patrons and visitors are an occupational hazard for library staff, causing workplace difficulties, personal stress, and concerns about safety and security. This multiple case study sought to investigate the experience of public library staff in dealing with antisocial patrons and visitors. How library personnel deal with the immediate problem of a disruption, and how they cope with the aftermath, were explored in light of current theory. Causes and motivations for library patrons and visitors' misbehavior were also investigated, and theoretical implications were assessed. Ten participants were selected via heterogeneous, maximum variation sampling. Six broad themes - space and place, community center/safe haven, working conditions, practicalities, uncertainties, and triggers - were identified, as were five countermeasures: assessment, exceptions, calculated approach, sharing with colleagues, and vigilance. Public library staff deal with disruptive individuals by bracing themselves for the next inevitable encounter, assessing the severity of the situation, and then drawing upon a mixture of training, experience, and personal fortitude. Suggestions for future research include replicating this study with more or different libraries; investigating problem patrons in academic, law, or medical libraries; or conducting similar research in libraries outside the United States. Practical recommendations include streamlining and simplifying behavioral rules, posting these rules conspicuously, and training and empowering frontline staff to take appropriate enforcement action against rule violators. |
