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Presented by B
eth Gallaway
Addressing B
ehavior
Issues in the
Public
Library
HPL
JAN 2012
Potentially Disruptive Library BehaviorsCongregatingCongregating
Courting BehaviorCourting Behavior
BacktalkBacktalk
Eating & drinkingEating & drinking
Cell phone useCell phone use
Dangerous Library Behaviors
SexSex
VandalismVandalism
TheftTheft
Violence Violence (or threat of (or threat of violence)violence)
Under the InfluenceUnder the Influence
BullyingBullying
Differentiate Between the 2 DsDisruptiveDisruptive
NormalNormal
AnnoyingAnnoying
Dangerous Dangerous
AbnormalAbnormal
Harmful to self & othersHarmful to self & others
IllegalIllegal
WHY do they act that way???CulturalCultural
Sociological Sociological
PersonalPersonal
PsychologicalPsychological
BiologicalBiological
Frontal Lobe
Facilitates:Facilitates:
PlanningPlanning
Decision Decision MakingMaking
Myelin Sheath
Facilitates: Facilitates:
Learning new things Learning new things
Gut reactions Gut reactions intelligent response intelligent response
Concrete Concrete abstractabstract
Results in?Results in?
Dopamine
Controls:Controls:
Smooth motor Smooth motor skillsskills
Pleasure centerPleasure center
Volume regulatorVolume regulator
Serotonin
Regulates: Regulates:
TemperatureTemperature
MoodMood
AppetiteAppetite
EmotionEmotion
Melatonin
Controls:Controls:
• Sleep/wake cyclesSleep/wake cycles
• Biological clock Biological clock
On Rules
• Create a behavior policy Create a behavior policy
• Same rules for everyoneSame rules for everyone
• Less rules = better Less rules = better
• Be positiveBe positive
• Be flexibleBe flexible
Set Boundaries
1.1.State unacceptable behaviorState unacceptable behavior
2.2.State consequence of continuing State consequence of continuing unacceptable behaviorunacceptable behavior
3.3.Ask patron to make a choiceAsk patron to make a choice
“Mary, I’ve
noticed you
have been o
nline
all day. Our
system limi
ts to 2 hour
s
total. If yo
u continue t
o violate th
e
time limit,
your compute
r privileges
will
be suspended
.
Example
You can choo
se to log of
f now and ge
t
more time to
morrow, or l
ose computer
access for 2
days.
“John, it’s
too noisy ov
er here,
and some peo
ple are tryi
ng to study.
If the disru
ptive behavi
or continues
,
you will be
asked to lea
ve.
Example
You can choo
se to lower
the volume
level
and stay, or
you can cho
ose to
leave.
“Librarians d
o not kick [
teens]
out of the li
brary. [Teens
] get
themselves ki
cked out of t
he
library, beca
use of their
behavior.”
~ Nick Buron,
NYPL
Reminder
!
Correcting Behavior
3 Strikes & You’re Out! 3 Strikes & You’re Out!
Target the Group LeaderTarget the Group Leader
Use the Buddy SystemUse the Buddy System
Good Cop, Bad CopGood Cop, Bad Cop
Invade Personal Space*Invade Personal Space*
* follow your instincts
Follow Through
Welcome backWelcome back
Introduce Introduce
DiscussDiscuss
ReinforceReinforce
Create Raving Fans
1.1. Cultivate relationshipsCultivate relationships
2.2. Engage patrons in meaningful Engage patrons in meaningful participationparticipation
3.3. Be an excellent librarianBe an excellent librarian
4.4. Continuously evaluateContinuously evaluate
Cultivate Relationships
Talk to patrons when they do Talk to patrons when they do something RIGHTsomething RIGHT
GreetGreet
Get out from behind the deskGet out from behind the desk
Call people by nameCall people by name
Be an Excellent Librarian!Customer ServiceCustomer Service
ReferenceReference
Reader’s Reader’s AdvisoryAdvisory
Excellent Customer Service
Be respectfulBe respectful
Greet by nameGreet by name
Engage in their preferred mediumsEngage in their preferred mediums
Anticipate needsAnticipate needs
Find ways to say YESFind ways to say YES
EvaluateEvaluate
CS Tip: Give ‘em the Pickle!
Excellent Reference
Read the local newspaperRead the local newspaper
Don’t ask, “Is this for homework?”Don’t ask, “Is this for homework?”
Do ask, “Do you want me to show you Do ask, “Do you want me to show you how how to get it, or just get it for you?to get it, or just get it for you?
Don’t point; take a walkDon’t point; take a walk
Conduct a reference interviewConduct a reference interview
The Reference Interview
Be approachableBe approachable
Ask open ended questionsAsk open ended questions
ConfirmConfirm
Follow throughFollow through
RI Tip: Smile like you mean it!
Thibault, Pascal; Pierre Gosselin, Marie-Lise Brunel and Ursula Hess. “Children’s and adolescents’ perception of the authenticity of smiles.” Journal of Experimental Child Psychology. Volume 102, Issue 3, March 2009, pages 360-367
Excellent Reader’s Advisory
Right book, right person, right Right book, right person, right timetime
DiscoverDiscover
ClarifyClarify
TuneTune
DirectDirect
RA Tip: Incorporate MediaINSTEAD OF: INSTEAD OF:
What authors do you What authors do you like to read?like to read?
What are the last 3 What are the last 3 books you read? books you read?
What did you like What did you like about them?about them?
ASK: ASK:
What movies do What movies do you like? you like?
What TV shows do What TV shows do you watch? you watch?
What games do What games do you play?you play?
Reminders for Librarians
Stay calmStay calm
It’s not personalIt’s not personal
Patrons are job securityPatrons are job security
Thank You!
Slides: infogdss.wordpress.comSlides: infogdss.wordpress.com
Links:Links: delicious.com/informationgoddess29/brain delicious.com/informationgoddess29/brain
Contact: [email protected]: [email protected]
