...NOT Problem Patrons

Originally, I intended on entitling this entry as problem patrons due to the events of this week. However, I found an article that made me reconsider my initial perception of what I watched occur near the reference desk. The article, Problem Situations, Not Problem Patrons was written by Steven Slavick. Slavick is the Eastgate Branch Manager for the Algonquin Area Public Library District. His article gave insight into properly handling patrons who may create problem situations. Some of his points in particular helped to really change my first perception and attitude of the incidents.

I became interested in this topic based on events that took place this week at the Undergraduate Library. Two male patrons were engaged in a verbal confrontation, which almost led to a physical confrontation. The more aggressive patron shouted at the other male patron with many obscenities. Observing the aggressive nature of the man, the calmer patron decided to walk away and leave the library. Just as he was making his departure from the library, I was ending my phone call with public safety. During the confrontation, it was very obvious to me that the men were community users and not students of Wayne State. It didn’t make much difference, but that was something I had observed early from the situation. Honestly, I sat in my seat completely shocked and surprised by what appeared to be happening before my eyes. Besides that, some of the patrons within that area had been disturbed by what was happening around them. I didn’t think of that until, one young lady asked me to call public safety. Numerous times in my training or in conversation I’ve been told should anything arise to call public safety. The idea of actually dialing public safety at that moment absconded from my memory completely.

Next, as the evening progressed the aggressive patron continued to stay in the library for a couple more hours. Some of the remainder of his time was spent making very random and loud outbursts. This time, I dialed the number to public safety without having anyone tell me to do so. Of course by the time I was on the phone with someone the patron was making his way out of the library for the evening. After those two incidents I began to consider the patron to be a “problem patron”. In fact, my last impression of the man was that he was indeed a problem patron, until I read Slavick’s article.

One of the key points Slavick mentions is that “only after you’ve mastered your emotions can you rely on the policies and procedures that your organization has created to best deal with the unpredictable scenarios your patrons might represent (Slavick, 2009). Granted, because this is only my third week of working the reference desk at the UGL I am still learning the policies and procedures. Most of my colleagues were insisting to call public safety should any “problems” arise. Today, as I was sharing the event with a staff member, she gave me advice that I hadn’t previously been offered. She recommended if patrons are disrupting the environment, notify someone at the access desk who could then alert one of the monitors.

Also, Slavick goes further into the types of patrons and their different issues. Whether the patrons are homeless; suffering from substance abuse; or inflicted with mental, emotional, or physical illness, these circumstances do not by their nature equate to disturbing behavior. There must be some trigger, or some specific issue that irritates these patrons from reacting in ways that disturb others from working in peace (Slavick, 2009).

Finally, looking back on the confrontation between the two men helped me to consider new things. Yes, the more aggressive patron was loud and causing a scene, which attracted much attention to the situation. On the other hand, what was the other man saying to get him so upset, and on the verge of becoming physical? No, I couldn’t hear what the calmer patron was saying, but he could’ve been antagonizing the other man. I will never know what provoked the one patron in such away to become so verbal and defensive. In the future, partly due to Slavick’s article, I know that you can’t make assumptions about whom/what may cause “problem situations.”

References
Slavick, S. (2009). Problem Situations, not Problem Patrons. Public Libraries, 48(6), 38-42.

My First Week

The Reference Desk-A Graduate Student Assistant’s Perspective

For one whole week, I’ve been working as a Graduate Student Assistant at the Undergraduate Library. This week marked the beginning of the winter semester at Wayne State University. The librarians did a great job of explaining what to expect once classes started. As the first week of classes kicked off into full gear, thoughts flooded my mind about what to expect. Apparently, questions at the Undergraduate Library range daily from directional, to brief or extended reference. Brief and extended references both involve knowledge, use or instruction of 1 or more information sources. The only difference between the two is that extended reference is an interview lasting more than three minutes. There’s much debate about how a reference desk should be staffed. For example, does an actual librarian have to be positioned at the reference desk? Or could a student or paraprofessional be trained to work the reference desk as well? My reference class, various readings and experience at the desk helped to shape my opinion.

As a student in the School of Library and Information Science I have learned much about the growing profession of librarianship. One of my favorite things that I’ve learned has to be reference. As classes started back this week, I got my first real taste of what it means to work a reference desk at an Academic library. Most of the questions that I’ve answered during the first week of class have been directional. Although, I have received some brief and extended reference questions this week. My brief reference questions included locating call numbers or books for students. While my extended reference questions included, attempting to help a patron order from MELCAT and selecting books for a student’s research paper.

Some may argue that anyone outside of the librarianship field could perform the same tasks and get the same results. I believe that a reference desk, anywhere, should be staffed with librarians who have been educationally trained to answer questions. There is no required education for telling anyone how to get to the bathroom. Patrons aren’t coming into the library looking for a specialized person in the area of bathrooms.

During the first week of class, I’ve experienced a few people walking right up to the desk and plainly asking me if I were a librarian. Then, there are those who walk up to the desk expecting a answer to whatever questions they may have. They don’t have a clue as to whether you’re a librarian or not, but they expect you to help them all the same. What I’ve noticed is the amount of trust in the eyes of the patron(s) as they watch to see how I may help him/her. Remaining relaxed and staying pleasant helps to assure them that I will help them as much as possible. One student needed help including a header for her research paper, and section breaks on the pages. Had it not been for LIS 6080, which taught me how to use Word and other Office Programs, I couldn’t have helped her. I anticipate being my best at the reference desk once I have obtained my MLIS degree, thus becoming a librarian.