Patron Relations:
Introduction

All Library staff are committed to providing the best possible service to our patrons. Most transactions with patrons are pleasant and rewarding ones. Occasionally, patrons will have questions or complaints that may challenge even the best public service skills. Your most effective tools for meeting such challenges are courtesy, common sense, a calm approach, and a sense of humor.
The following steps are offered as guidelines for dealing with Library users in general, and for handling those challenging questions or complaints specifically:

• Remain calm, receptive, and nonjudgmental. Be aware of your surroundings!
• Listen carefully to the patron's question, request, or complaint. Practice active listening.
• Pause, breathe deeply, and think before responding.
• Speak in a relaxed, low tone of voice. Repeat and paraphrase what the patron has said as concisely as possible. If the request or complaint is reasonable or legitimate, attempt to resolve the problem, if you have the authority to do so. If you do not have the authority to do so, offer to refer the patron to your supervisor. If the complaint is against another staff member, state sympathetically that there may have been a misunderstanding and attempt to resolve the problem.
• If there is a justifiable need for an exception and you have the authority to make one, do so. Please note that abusive, demanding behavior on the part of the patron is NOT justification for an exception.
• If the request/complaint is against Library policy and an exception cannot justifiably be made, explain the policy clearly, giving a succinct explanation of its rationale, and show a written copy of the policy to the patron, if available.
• Be pleasantly calm and firm. Do not argue. Stick to the issue and do not get sidetracked by peripheral arguments about such things as deadlines, special problems, etc.
• If possible, offer alternatives that do not violate policy. Outline the choices.
• If necessary, ask another staff member to corroborate your explanation and be prepared to support your colleague. If necessary and/or possible, refer the patron immediately to your supervisor. Keep in mind that personal styles vary and one staff member may be able to resolve a matter with a patron that another staff member could not.
• If the patron wishes to make a complaint in writing or by telephone, give him/her the name of the relevant person. If your supervisor or the appropriate Library administrator is not available, you may suggest that the complaint be made in writing or by telephone. Should the patron ask for your name to be included in the complaint, you may give that information (offering only your first name, if you prefer). Be sure to tell your supervisor about these incidents so that s/he will have the necessary details when the patron calls or writes.
• Refer the patron to your supervisor as necessary.
• If you work weekends or evenings and your supervisor is not available, give the patron the supervisor's name, telephone extension, and the hours when s/he can be reached.
• If the patron's behavior becomes disruptive and interferes with the ability of others to use the library or with library operations, follow the General Guidelines.

An important point to keep in mind is that patrons should always leave the Library feeling that their reasonable requests and/or complaints were taken into consideration and handled properly. There may be times when you cannot help a patron, but if you offer alternatives or refer the person to a colleague who may be able to help, and do so courteously, then you have been helpful.

Accidents

Evaluate the immediate situation. If medical assistance is required, follow the General Guidelines. Supervisors should complete the Princeton University Accident/Near Miss Investigation form for staff members and student assistants only (see Appendix I: Accident Reports). Accident reports for other patrons will be completed by the Public Safety.

Aberrant Behavior:
Emotionally Disturbed Persons

Emotionally disturbed persons may be suffering from mental illnesses or disorders characterized by somewhat bizarre external behavior, hallucinations, or delusions. They can be extremely withdrawn, timid, and uncooperative or violently aggressive.

Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

The following are some suggestions for dealing with emotionally disturbed persons:

• If the person requires assistance or becomes a disruptive influence, remain at a comfortable, safe distance.
• DO NOT touch the person.
• DO NOT stare or point.
• DO NOT laugh or whisper.
• DO NOT overcompensate for your anxiety and concern by being overly friendly and solicitous, or by being hostile and confrontational.
• If approached by the person, speak calmly, directly, and honestly.
• Respond to questions, requests, or statements matter-of-factly.
• DO NOT endorse or contradict a person's hallucinations or delusions.
  

Aberrant Behavior:
Lonely / Possessive / Helpless Persons

Such persons often wish to monopolize the time of library staff and other library users. They may engage in excessively long conversations and may resent efforts to encourage them to terminate the discussion. These individuals are usually friendly and eager to be even friendlier. However, they can also be abrupt, rude, impatient in their demeanor, and extraordinarily persistent in their requests for assistance and services. They may appear quite helpless or are unwilling to exert any effort to help themselves, and they are quick to take personal offense at negative answers. They frequently are unwilling to accept explanations of necessary limits to service.

• When assisting a person who wishes to monopolize your attention, set a limit on the amount of time you can allow.
• Explain that you hope you can help the person, but as others are waiting, you can give only about xxx minutes to each person.
• Paraphrase the questions/requests put to you and say you wish to understand exactly what is needed.
• Make brief written notes of the person's inquiries to show that you are identifying the elements of the problem. Give clear, step-by-step answers to questions--on paper, if possible--and encourage the person to be self-sufficient. DO NOT set a precedent of doing everything for the person.
  

Aberrant Behavior:
Persons Suspected of Being under the Influence of Alcohol and/or Drugs

Persons who have consumed sufficient alcohol to be noticeably intoxicated can generally be detected by their alcoholic breath. It is often difficult to ascertain whether persons who exhibit aberrant behavior are under the influence of drugs or suffering from physiological disorders. All such persons may exhibit abrupt and extreme changes of mood and should be approached with caution.

If someone behaves in such a way that you suspect drugs or excessive alcohol:
Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

Be discreet! Maintain a nonjudgmental attitude. Do not make the person feel watched or cornered. Keep a comfortable, "safe" distance and DO NOT touch the patron.

Panhandlers and solicitors are in violation of Princeton University policy.

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

Fill out a library incident report and notify Dottie Pearson at 8-3215.

A weapon may be defined as any dangerous object. In addition to guns of all sorts, weapons include knives, switchblades, and box cutters.
If you suspect that a patron is carrying a weapon:

Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

• Alert the rest of the staff immediately.
• Do not provoke a confrontation. Keep your distance!
• Give an accurate description of the person.
  

Criminal Behavior:
Sex Offenses

The University defines sexual harassment as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature when:

• submission to or rejection of such conduct is made implicitly or explicitly a term or condition of instruction, employment, or participation in University activity;
• submission to or rejection of such conduct by an individual is used as a basis for evaluation in making academic or personnel decisions affecting an individual;
• such verbal or physical conduct has the effect of unreasonably interfering with an individual's work, academic performance, or living conditions by creating an intimidating, hostile, or offensive environment.

If this behavior is observed:

Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

• If the offender is still in the building, alert all other staff immediately.
• If there is a victim of assault, allow the person to sit quietly in a private office while waiting for Public Safety or Library Security.
• Notify Dottie Pearson at 8-3215.
  

If you are receiving harassing or obscene phone calls, hang up immediately.

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

• If a caller is upset about Library policy or a bill, speak calmly and firmly.
• Listen to the complaint, clarify and explain the Library policy.
• If the patron is still not satisfied, suggest that s/he speak to your supervisor. If the supervisor is not available, give the supervisor's name, phone number, and hours when s/he can be reached.
• If the patron becomes abusive or unreasonable, state calmly that you are going to terminate the call, and then do so.
• If the patron is irate because of the inability to get through the Library's busy lines and/or voice mail, simply explain that priority must be given to patrons in the Library, and all of the service desks have people waiting to be helped. Suggest that the patron call at a less busy time.

Criminal Behavior:
Theft of Library Materials

If an automatic book detection system goes off:

• Always assume the innocence of the patron.
• Ask if the person has any books, videotapes, or other materials that may not have been desensitized.
• If you see any such materials, ask if the person had been planning to check them out.
• If the materials belong to another branch library and are not checked out, they should be confiscated and sent back.
• If the person surrenders the materials, keep them behind the desk.
• If you cannot determine what is activating the alarm, ask the person to open his or her book bag or briefcase.
• If the person leaves without stopping or leaves with the materials, do not follow the person.
• Be sure to notice what the person looks like and give an accurate description.

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

If theft of library materials is observed:

• Try to get another witness to the behavior, if at all possible.
• Do not talk to, detain or follow the person.
• Give an accurate description of the materials in question if at all possible.

Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

Criminal Behavior:
Theft of Personal Items

Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

• Have the victim or witness(es) talk directly to Public Safety or Library Security.
• Encourage the victim to file a report with Public Safety.
• If there is no description of the perpetrator, call Public Safety anyway to file a report.

Criminal Behavior:
Trespassing

For a variety of reasons, a patron may not want to leave the Library at closing time. If the person refuses to leave:

• Get backup from a colleague.
• Explain the Library's hours to the patron.
• If the person still refuses to leave, explain that you will have to call Public Safety or Library Security.

If the problem persists:
Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

Criminal Behavior:
Vandalism

If you witness or come upon vandalism or defacement of University property:

Branch Libraries: notify Public Safety immediately at 911 if you see the vandalism being committed, otherwise use 8-1000.
Firestone Library: notify Library Security immediately at 8-3221.

• Try to find another witness to the actions.
• Give an accurate description.
• Do not talk to, detain, or follow the person.
• Do not clean up the area; wait for Public Safety or Library Security to investigate the site