A Problem Task Force from the Fairfax County Public Library worked with other county agencies such as the police and social services to redesign a "Problem Behavior Manual" and present a training module for staff to better prepare them to deal with socially ill patrons. (Author/AEF)

Discussion of burnout among library personnel includes a susceptibility profile, indicators of burnout, and administrative contributors. Techniques by which administrators can reduce stress are suggested, including participative management; improved communications; staff development; informal staff gatherings; staff meetings; flexible work…

Addresses issues of safety and security in libraries. Topics discussed include keeping library collections safe; patron behavioral problems; factoring loss into the budget; staff theft; access versus security; apathy regarding library crime; a need for a unified security apparatus; preventive measures; staff and patron safety; and a…

This second part of an article on sexual harassment and libraries features stories of library workers who have suffered sexual harassment. Highlights include problems from men and women; homosexuality issues; harassment from supervisors, employees being supervised, co-workers, and patrons; and the involvement of Equal Employment Opportunity…

They are an unbeatable combination: Grog Sennema, digital resources librarian at Calvin College's Hekman Library, and Jed Koops, library systems programmer. This brief article discusses these two library employees and and how they worked together to solve many issues within their library system.

Addresses investigations of library employees' complaints of sexual harassment which could be modified for use with a patron complaint. The employer's interests in conducting an adequate and swift investigation are discussed, and the importance of maintaining confidentiality is stressed. (LRW)

Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)

Discusses the history of the reference reform movement that began with an article that described what was wrong with reference. Highlights include the use of technology; remote access; tiered service; appointment-based reference service; alternative staffing patterns; and providing adequate resources to enhance reference service. (LRW)

Describes the efforts at Boston Public Library to recover from serious flooding that damaged computer equipment. Discusses vendor help in assessing the damage; the loss of installation disks; hiring consultants to help with financial matters; effects on staff; repairing and replacing damaged equipment; insurance issues; and disaster recovery…

Discusses problems that adolescents deal with and examines the prejudices and lack of services that adolescents encounter in public libraries, including a lack of specialized staff, no separate space, no outreach programs, and disproportionate budget allocations. Emphasizes the need that adolescents have for adult relationships that public…

This paper discusses personnel management issues that arose when the East Berlin (Germany) Municipal Library and the West Berlin America Memorial Library united in 1995 to form the Central and State Library. The first section provides historical background on the two libraries and their merger. The second section summarizes the East-West conflict…

Provides an example of procedures to be followed when investigating a sexual harassment complaint in libraries. Highlights include preparation, including reviewing personnel files; interviewing the complainant, including sample questions; interviewing the alleged harasser; gathering information from other sources, including third-party witnesses;…

Although electronic book theft detection systems can be a deterrent to library material theft, no electronic system is foolproof, and a total security program is necessary to ensure collection security. Describes how book theft detection systems work, their effectiveness, and the problems inherent in technology. A total security program considers…

Discusses the use of volunteers in public libraries. Topics include types of volunteers; differences between volunteers and paid employees; a volunteer job description; problems with volunteers; managing volunteers; volunteer procedures; and examples of successful volunteer programs. (LRW)

Identifies difficult patron issues in academic libraries from the librarians' perspectives and offers solutions to try and prevent them from becoming problems. Topics include labeling academic library users; eliminating sources of conflict between faculty and library staff; and conflicts between students and library staff. (Author/LRW)