Crash Course in Dealing with Difficult Library Customers

Acknowledgments
Introduction: A Word about Library Patrons
PART I
Some General Guidelines in Dealing with Problem Customers
PART II
Patrons with Disruptive Behaviors: Moaners, Groaners, and Other Cranky People
Angry Patrons: Caustic Complainers
Bottlenecks: Indecisive/Forgetful Patrons
Brats: The Running-to-the-Other-Parent Patrons
Chronically Overdue People: Only Imagining Real Time
Clingers: Stuck to You Like Glue
Deceivers: Lying as a Way of Life
Entitled: Just Because We Are
Monopolizers: It's Always Our Turn
Extremists: People Who Take Everything to the Outer Limits
Harmless Eccentrics: Local Color
Smelly People: The Hygiene Deficient and Other Stinky Patrons
Know-It-Alls: People Who Don't Need a Reference Librarian
Loud Customers: People Who Need a Volume Control Knob
Shy, Quiet Mumblers: What Was That Again?
Political Campaigners: Perpetual Petitioners
Religious Proselytizers: The Library Is Their Mission Field
Slobs: Messy Eaters, Chewing Gum Archivists, and Other Untidy People
Smokers: The Original Polluters
Squeaky Wheels and Other Nitpickers: Your Running Commentators
Texters: The Medium Is the Message
Time-Challenged Patrons: "I Still Have a Minute before You Close"
PART III
It's All about Me
Arguers and Bullies: The Aggressive Customers
Censors: The Library's Self-Appointed Watchdogs
"I-Know-Someone-Important" Customers: The Name-Droppers
VIPs: Flaunting Their Self-Importance
"I-Pay-Your-Salary" Customers: The Less Than Benevolent Benefactors
Impatient, Type A Patrons: The Instant Gratification/"I-Don't-Have-Time-for-This" Customers
Rebels: Pride in Noncompliance
PART IV
Mommie Dearest and Other Perilous Parents
Oblivious Parents: "What, Me Worry?"
Kid Dumpers: Using the Library as Their Free Babysitting Service
Permissive Parents: Begetting Brats is Serious Business
Abusive Parents: Putting Their Children in a World of Hurt
PART V
Patrons Who Need Social Services
Unemployed Customers: Your Job Can Help Them Get Theirs
Homeless Customers: Living in the Shadows of Society
Mentally Ill Customers: Society's Most Misunderstood
Paranoid Patrons: Someone's Out to Get Me!
PART VI
"Just the Facts, Ma'am": When Patrons Break the Law
Doodlers and Other Book Defacers: Your Book is My Canvas
Vandals: This Is Why We Can't Have Nice Things
Hackers and Other Computer Tamperers: Take My Data. Please
Thieves: People Who Weed Your Collection for You
PART VII
Dangerous Patrons
Racists, Homophobes, and Other Bigots: Fueled by Hatred
Gangs and Graffiti: Signs of Trouble
Substance Abusers: Your Addiction Affects Us All
Sexual Deviates: Flashers, Molesters, Lechers, and Other Perverts
Stalkers: The Quiet Menaces
Arsonists and Other Pyromaniacs: For the Love of Fire
Criminally Dangerous Patrons: What You Don't Know Can Hurt You
PART VIII
Appendices
A. Incident Report Form
B. Involving the Authorities
C. Computer Usage by Patrons
D. Behavior Policies/Rules of Conduct
E. Civil Disorder and Demonstrations/Terrorism
F. Referrals to Outside Agencies
G. Materials Challenge Form
H. Materials Complaint Policies and Forms
I. Laws Regarding Library Vandalism
J. Laws Regarding Library Theft
K. Body Fluids/Hazmat
L. Fire Safety Procedures
M. Bomb Threats
N. Problem Patron Policy
Suggested Resources
Index