Library Security and Safety

Saturday, July 11 at 10:30 PLA sponsored a session titled “Effective Safety and Security Practices in Today’s Public Library.” This was a large room and it was standing room only. Handouts were gobbled up quickly; thank goodness ALA and all of its divisions have put them up on the webpage.

Bryan Oliver, Safety & Security Manager, Richland County (S.C.) Public Library had these points when dealing with disruptive behavior:

1. Remain calm, be confident, speak in a relaxed tone, pause , Breath, and think before responding.
2. Listen carefully to the Patron’s question or complaint then used active listening to paraphrase the Patrons concern as precisely as possible.
3. Do not debate, Do not negotiate and Deviation from policy should be avoided. Be consistent in your responses.
4. Don’t fight, walk away if a patron displays anger or request assistance from other staff.
5. If justifiable, make an exception if you have the authority
6. If exception can not be made, explain the policy or Code of Conduct clearly. The Code of Conduct is your SHIELD!

Take these steps when confronted with disruptive behavior. If the situation warrants, you may ask the Patron to leave. If they do not and the incident escalates, call a supervisor, security, or the police to escort the patron from the premises. The last step is to let other staff members know who was ejected and why. They may wait and try to return.

Andrew Sanderbeck, Consultant & Trainer, The People-Connect Institute had this to say during the presentation—

• Ensure equitable treatment for all patrons.
• Deal with problems as they happen, so that the problem does not escalate.
• Ask yourself are the library policies supportive of the staff and what authority do they have. Look at a behavior intellectually and not emotionally.
• E + R = O this translates to Events + Response = Outcome When there is an incident, how your respond will determine the outcome. Will a patron have a positive or negative view of the library?

This is a topic of interest to all. Violence seems to be on the increase partly due to the stress of the current economy. The full house at this presentation testifies to the interest and importance of this topic.

Academic Integrity

Helping students at all levels to understand the importance of doing their own work on projects is a topic of ongoing discussion between faculty and librarians. Attempting to stamp out plagiarism through narrowly focuses presentations has not seemed to work. In the ALA poster sessions I visited with a librarian from Miami University in Oxford Ohio who developed a tutorial to address this issue. The impetus was a faculty study of the issue of academic integrity at the University and their recommended to establish an online tutorial to reach out to first year students.

The result was the establishment of Miami eScholar whose components include:

• A series of readings divided into five modules
• Self-check exercises in each module to help students gauge comprehension
• A final quiz consisting of 19 questions
• An option to print a certificate of successful completion for students who answer at least 15 or the 18 questions successfully.

eScholar addresses all aspects of creating high-quality research and not just plagiarism. The concepts covered are:

1. defining information needs
2. finding, and evaluating resources
3. citing and ethical use of information

Miami eScholar was implemented in two of their six academic divisions. 97% of students completing the tutorial were able to answer 15 of the 18 questions on the final quiz successfully. Over two/thirds of the students answered one to three of the questions incorrectly indicating that the content presented in eScholar is not second nature to them.

The two year pilot of eScholar had successes and challenges. Feedback from the pilot period has been integrated into revisions that will be available Fall Semester, 2009 plus a new video-based version.

For more information on this program contact Eric Resnis resnisew@muohio.edu, Kwabena Sekyere sekyerk@muohio.edu, or Rob Withers witherre@muohio.edu.

Reluctant Readers

While in the ALA Exhibit hall, I was attracted to a booth with colorful books at the Orca Book Publishers. They specialize in books for reluctant readers. There are three groupings:

• Orca Currents Fiction for Middle-School reluctant readers (34 titles)
• Orca Soundings Fiction for Reluctant Teen Readers (57 titles)
• Orca Sports High-interest sports novels for ages 10 & up (22 titles)

The books are very attractive and look like any other paperback a teen would read. The titles in the Soundings collection are Accelerated Reader selections. The Soundings and Currents collections also have free teachers’ guides.

If you have been looking for books to peak the interest of your reluctant readers check out these titles at Orca Book Publishers.

George and Joan Continued

Joan talked about a sign outside a library; unfortunately I did not get the name of the library, but the sign read, “Free entry for the incurably curious.” Isn’t that a great statement? I wish that every library would welcome the incurably curious to their libraries. Are you welcoming to those who enter.

Some tips on how to interact with the library customer for a more positive result. The first was to stand next to the patron, side to side not face to face, when you go up to them in the stacks. It is easier to get them to talk to you and believe it or not they say you can get more interaction between you and the customer that way.

The second is when talking you will be doing information triage, deciding if the customer can continue independently or need more direct help from a librarian. Can they use the self service check out? Often when a customer comes to the library and they are unfamiliar with it they watch what other people are doing for clues on where to go or how to act. Good clear signs can help them navigate.

Next what is the outcome of your interaction with the customer? Show them that you care and are interested in their success in finding what they need.

Lastly, follow-up. When a customer goes independently to the stacks, or a database, check in and find out, how it turned out. Did they find what they were looking for?

Librarians should be focused on making the patron feel successful when they come into the library. Treat them as smart and independent people, respect and remember their preferences, find ways to say yes to their request.

Joan spoke of a vision statement for a library and again, I don’t know what library. It was, “A thriving community where wisdom resides.” If we treat the patron with respect and compassion, I think our libraries can be places that thrive and where wisdom resides.

Learn more about George Needham and Joan Frye Williams at their website.

George and Joan

The ASCLA Presidents program features John Frye Williams and George Needham. The theme of their presentation was “Revitalizing the Library Experience.” They focused on how to provide the customer with the service they need. Here are some nuggets of information.

As Librarians we tend to focus on what we do in the library and not on What the Customer needs or wants. Instead we should always focus on the customer and what they need, what they want, and ask ourselves, do we know them?

We value the privacy of our patrons but have we “chosen ignorance in the name of confidentiality?” We do not talk to the customer and ask how they are doing; instead we say we can not know about you because it is private. However, if we are to help the patron, we need to build a relationship with them and that means talking with them and learning about them.

Many of our customers use the library independently with out mediation of staff. Do we set them up for success or failure? They should not have to learn our library jargon. Policies should not hinder the patron’s access to information. Use them as “tools and not rules” when dealing with patrons. Think of library services as layers. The time a patron has will determine how much help or instruction you give. A busy mom wants to borrow a book from another library, the librarian handles the request. At a later point in time the same mom has more time to spend in the library because Johnny or Mary is at a play date. This is the time to show her how to go
online and request a book by her self.

Oh and we must remember that much of the library experience customers have takes place outside of the library. So when they come in is the library welcoming, clean, neat, and well signed. Does the staff welcome the customer or do they “look at the patron as a walking work load.”

More on what George and Joan said next week. Learn more about George and Joan at their new website.

The Hubbub

If the title of this post did not intrigue you I don’t know what will. The Hubbub is a party that the staff at the University of Kentucky libraries holds as a library orientation event for freshmen. Stacey Greenwell of the University of Kentucky and Alice Wasielewski of Eastern Kentucky University presented this idea during a poster sessions held at ALA.

For two hours freshmen come to the library where they have food, play games, win prizes and a great time. 2008 was their second Hubbub and it was a rousing success. It is a great way to get freshmen into the library in a friendly and fun way. They move furniture around so there is plenty of walking space. They need it as in 2008 they estimate over 750 student attended.They are planning for the 2009 Hubbub.

To learn more about their program, read Stacey’s Blog, the July 12th post. There are photos of the Hubbub on flickr. This looks like a very fun activity that would be easy to duplicate at other colleges and universities or even on a smaller basis for high school freshmen orientation.

Libraries and Autism

One of the events that I attended at ALA 2009 was the ASCLA Presidents program. Besides a speaker, they presented awards. The ASCLA/KLAS/NOD award went to a project titled “Libraries and Autism We’re connected.” This is what they say about the award on their webpage.

"This national award, co-sponsored by ASCLA (Association of Specialized and Cooperative Library Agencies), the Keystone Library Automation System and the National Organization on Disability, is presented annually to a library organization chosen for its exemplary service to people with disabilities. It recognizes an innovative and well-organized project which successfully developed or expanded services for people with disabilities."

There is a website that the project developed for the project. The home page talks about the project and the publicity and awards it has received. Other resources on the page are—

A video that can be used in staff training to help them understand Autism and give them information on how to better serve individuals with autism and their families. The video is just over nineteen and a half minutes.

There is a page of resources that can be used to communicate with people with autism.

The Links page leads you to resources such as books, organizations, and websites.

On the Expand your Knowledge page there are blogs and newspaper or magazine articles about autism.

Autism is a spectrum disorder that affects individuals with a wide range of symptoms. Approximately 1 in 150 children are affected by Autism. Our libraries need to understand this disorder and be able to serve these children and their families. Study the information on this website and share it with your staff. Provide training to staff on autism awareness. Make your library welcoming to all.