Dealing Strategies and Outcomes for Difficult Patrons in the Library Environment
Chapter One
Objective of the study
The objectives of the study are;
- To identify the various strategies employed by libraries for dealing with difficult patrons in the library environment.
- To assess the effectiveness of established guidelines and policies in addressing challenging behavior of patrons.
- To examine the impact of staff training and development programs on the ability of library staff to handle difficult situations.
- To evaluate the outcomes of implementing a code of conduct for patrons in terms of behavior management and resolution of conflicts.
CHAPTER TWO
REVIEWED OF RELATED LITERATURE
INTRODUCTION
Difficult library patrons are not by default but they are often becomes from the services they received from library or librarians as well. Many professional librarians and customer services experts share their views about the dealing with customers and especially with difficult patrons. The difficult patron always focuses on their work or on their assignment and they are unstable till completion of their work or assignments. You did not able to deliver them effectively so the issue arises and the library patrons become difficult patrons of library. It is the situation created by the professional librarians while serving them in a professional way and satisfactory communication. If the communication is fruitful so the patron did not notice that the materials or data they needed was received or not but they always think about the service in which way it was delivered. Hence when the communication is satisfactory so the patron becomes library friend and also share his good experience of professional librarians with his friends, which causes the indirect marketing of the library services.
Willis Mark. R1 defined different strategies for dealing with difficult patrons of library. He defines the reason to become difficult patrons due to referral services in library. Further he added that it is mostly caused by the unwelcoming attitude of professionals. He suggested that it can be overcome by devoted library professional staffs, who always welcome the library patrons for their help. Lorenzen2 explaining the relationship with difficult library patrons “to listen them in a well-mannered way to satisfy them”. Harrison3 defined the technophobia which causes to make anxiety and difficult library patrons and the solution suggested as knowing well about every new technology to satisfy their library patrons. Currie4 discussed about difficult patrons of library created by the services we offer, she further added that face the difficult patrons of library as challenges to serve them well and not as a problem. By Jackson5 as the dealing with difficult library patron is best way to improve your library services. To face and deal with difficult library patron is not a joke nor do will simple but it create anxiety, tension, angry and harsh situations in library. The Frescemyer6 discussed about the difficult library patrons which is the cause of non cooperative attitude of library staff with library patron. Further explain that the emotional library staff is mainly responsible for creating difficult library patrons and it takes long time to make the patron to their normal status. Further added that skilled persons will be placed in patrons browsing area who knows different patrons attitude and according to needs deal with them. John Pareman7 discussed that the best solution to select experienced professional librarians to deal with library patrons professionally otherwise to read more and more which develop their skills. Some discussions made by other experts like Kibbee, Ward and Ma.8 Quinn9 discussed the professional librarian’s attitude must be positive which help him/her in dealing with difficult patrons of library.
CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
POPULATION OF THE STUDY
According to Udoyen (2019), a study population is a group of elements or individuals as the case may be, who share similar characteristics. These similar features can include location, gender, age, sex or specific interest. The emphasis on study population is that it constitutes of individuals or elements that are homogeneous in description.
This study was carried to examine Dealing Strategies and Outcomes for Difficult Patron in The Library Environment. Library of Ibadan form the population of the study.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
INTRODUCTION
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of eighty (80) questionnaires were administered to respondents of which only seventy-seven (77) were returned and validated. This was due to irregular, incomplete and inappropriate responses to some questionnaire. For this study a total of 77 was validated for the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain dealing Strategies and Outcomes For difficult Patron in the Library Environment.. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing dealing Strategies and Outcomes For difficult Patron in the Library Environment.
Summary
This study was on dealing Strategies and Outcomes For difficult Patron in the Library Environment. Three objectives were raised which included: To identify the various strategies employed by libraries for dealing with difficult patrons in the library environment, to assess the effectiveness of established guidelines and policies in addressing challenging behavior of patrons, to examine the impact of staff training and development programs on the ability of library staff to handle difficult situations and to evaluate the outcomes of implementing a code of conduct for patrons in terms of behavior management and resolution of conflicts. A total of 77 responses were received and validated from the enrolled participants where all respondents were drawn from staff of library in Ibadan. Hypothesis was tested using Chi-Square statistical tool (SPSS).
Conclusion
In conclusion, dealing with difficult patrons in the library environment requires a combination of patience, professionalism, and effective communication skills. By implementing the strategies mentioned above, library staff can effectively manage challenging situations and work towards positive outcomes.
Remaining calm and professional sets the tone for the interaction, helping to de-escalate tensions and create a conducive environment for resolution. Active listening and empathy allow staff members to understand the patron’s concerns, which can help in finding suitable solutions. Setting clear boundaries reinforces the library’s rules and policies, ensuring a fair and equitable experience for all users.
Offering alternatives and solutions demonstrates a commitment to assisting patrons within the library’s capabilities, while seeking assistance from supervisors or other staff members when necessary ensures that difficult situations are handled appropriately and effectively. Documenting incidents provides a record that can be used for future reference and helps in addressing ongoing issues.
Moreover, investing in staff training on conflict resolution techniques, active listening, and de-escalation strategies equips library personnel with the skills necessary to handle difficult patrons with confidence and professionalism. By continuously improving their ability to handle challenging situations, library staff can contribute to maintaining a welcoming and productive environment for all patrons.
While dealing with difficult patrons can be a demanding task, approaching these situations with a customer-centric mindset can help minimize disruptions and foster positive outcomes. Through patience, understanding, and effective communication, library staff can navigate difficult patron interactions while upholding the library’s mission to serve and support its diverse community of users.
Recommendation
Recommendations for Dealing with Difficult Patrons in the Library Environment:
- Develop and Implement Library Policies: Establish clear and comprehensive library policies that outline acceptable behavior, library resources usage guidelines, and consequences for violating the rules. Make these policies readily available to patrons through signage, handouts, or online platforms. Regularly review and update these policies to address emerging challenges.
- Provide Customer Service Training: Offer customer service training to library staff that focuses on effective communication, conflict resolution, and de-escalation techniques. This training equips staff with the skills necessary to handle difficult patron interactions professionally and efficiently.
- Foster a Positive and Welcoming Environment: Create an environment that promotes respect and inclusivity. Display signage and provide resources that encourage respectful behavior and interactions among library users. Regularly evaluate and enhance the physical layout and amenities of the library to ensure a comfortable and inviting space for all patrons.
- Implement a Reporting System: Establish a system for staff members to report incidents involving difficult patrons. This system can include incident report forms or an online reporting tool. Encourage staff to report incidents promptly, providing detailed information about the situation, any actions taken, and the outcome. This documentation can aid in identifying patterns, addressing ongoing issues, and tracking the effectiveness of interventions
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