This type of behavior may be triggered unexpectedly by user frustration over Library policies, broken copy machines, not finding books on the shelf, billing problems, delays in processing reserve reading requests, limits on staff time, disagreements over policy concerning food and drink prohibitions, noise restrictions, loitering and/or being annoyed by other users. Such behavior interferes with the use of the Library by other patrons and interrupts the work of Library staff. Disruptive behavior may include aberrant or criminal behavior, for which additional procedures are outlined elsewhere in this manual.

Disruptive Behavior:
Demonstrations/Pranks

So long as demonstrations and briefly disruptive pranks (such as Tarzan yells and sprints down the hallways) do not occasion more than a momentary distraction to Library users and do not interfere with Library operations or jeopardize the safety of persons or Library collections, they should be tolerated with good humor.

Longer and more organized disturbances should not be tolerated. Do not try to defuse the behavior yourself.

Branch Libraries: notify Public Safety immediately at 8-1000.
Firestone Library: notify Library Security immediately at 8-3221.

Disruptive Behavior:
Eating and Drinking

Eating and drinking in a library environment can cause several types of problems: deterioration of materials, equipment, and furniture at a faster rate; dirty/sticky work surfaces and surroundings for Library users and staff; loss of concentration for users who are distracted by noise, odors, and activity connected with consuming food and drink; small disasters from spilled liquids; growth of insect and rodent problems (insects and rodents will eat paper and bindings, not just garbage from food).

• Approach the person and identify yourself as a staff member and inform the person that food and drink are not allowed.
• Ask the person to stop eating/drinking or to go out of the Library to finish the food/drink.
• Check back in a few minutes. If the person hasn't complied, get support from a colleague and again explain the request.
• Stress again that you are asking the person to eat/drink outside of the Library.

Such behavior should not have to be tolerated by any staff member, and the Library has an obligation to protect staff from such abuse.
Make sure not to insult or abuse patrons who are themselves abusive.

• If a patron becomes uncontrollably abusive, remain calm and keep your voice low and firm. Remember, irate and abusive behavior is usually a response to Library policy, not to you personally.
• Ask the person to leave and to return only when able to discuss the problem more calmly.
• If the person does not comply with your request, summon a colleague. (If you observe another colleague in this situation, ask pleasantly if you can be of help.)
• If the person does not cease the abusive behavior, summon your supervisor, if available.
  With your colleague and/or supervisor, advise the patron that the police will be called if the abuse does not cease.

If the person still does not cease:
Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

Disruptive Behavior:
Sleeping

Habitual sleepers, noisy sleepers, and those who are sprawled on furniture or the floor may disturb other patrons. In addition, sleeping patrons leave themselves vulnerable to potential mischief. Users who simply doze off for a short time can usually be left alone.

• Approach a sleeper from the front, remaining at arm's length. Do not touch the person.
• Gently rap the table or the wall to awaken the person.
• Speaking quietly, identify yourself as a staff member and inform the person that sleeping is not allowed in the Library, that s/he will be asked to leave otherwise.
• Check back in a few minutes. If the person is still sleeping, get the support of a colleague and jointly ask the person to leave.

If the person refuses:
Branch Libraries: notify Public Safety immediately at 8-1000.
Firestone Library: notify Library Security immediately at 8-3221.

Disruptive Behavior:
Talking/Socializing

Excessive noise is disturbing to other patrons and Library staff. Be alert to overbearing, noisy talkers. Other users may be too intimidated to complain and are often reluctant to intervene politely, calmly, and firmly.

• Identify yourself as a staff member, explain the policy, and point out areas of the Library where talking is permitted, if applicable.
• If talkers do not cease, get support from a colleague and again explain the policy.

If talkers still do not cease:
Branch Libraries: notify Public Safety immediately at 8-1000.
Firestone Library: notify Library Security immediately at 8-3221.

Disruptive Behavior:
Verbal/Physical Altercations between Patrons

Persons who engage in fighting may be guilty of assault, battery, and disturbing the peace.

• Call other staff members to witness and to assist in calmly directing the other patrons away from the area.
• Wait for Public Safety and show them to the area.