OVERVIEW:
When it comes to the wide range of patron behavioral issues, it’s not always easy to know what to do. There is no perfect solution for every situation. It can help to apply some structure to how staff and the PICs decide how to handle issues that can range from pretty easy to highly vexing.
There are Six Decision Points that every library employee, at every level, can use quickly, intuitively, and in a timely manner to keep the peace. They are:
- What does my Intuition tell me to do?
- What does our current Code of Conduct tell me to do?
- Which of our service, safety, or security Policies apply in this situation?
- What does the Law require I do? Are there local/municipal, state, or federal laws being broken by the patron?
- What is our Usual Approach to this situation, as in what does the culture we have created for our library suggest I do?
- Is my response going to be Reasonable?
LEARNING AGENDA:
- How to apply these six choices, for almost every patron behavioral concern.
- How to conduct the necessary research as to what policies, laws, and your Code of Conduct suggest we do to create a safe and peaceful library for all users.
- How to train all staff to use these six reminders as their “think fast, on their feet” guidelines.
- The importance of identifying the elements of the “library culture” for each branch in your system.
About the Speaker
DR. STEVE ALBRECHT. Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. He has written 27 books, including: Library Security: Better Communication, Safer Facilities (ALA, 2015); The Safe Library: Keeping Users, Staff, and Collections Secure (Rowman & Littlefield, 2023); The Library Leader’s Guide to Human Resources: Keeping it Real, Legal, and Ethical (Rowman & Littlefield, May 2025); and The Library Leader’s Guide to Employee Coaching: Building a Performance Culture One Meeting at a Time (Rowman & Littlefield, June 2026). Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.
He lives in Springfield, Missouri, with seven dogs and two cats. More on The Safe Library at thesafelibrary.com. Follow on X (Twitter) at @thesafelibrary and on YouTube @thesafelibrary. Dr. Albrecht’s professional website is drstevealbrecht.com.
