Despite the stereotype of libraries as peaceful retreats, unacceptable behaviour is a reality that desk staff have to deal with. This paper outlines the results of two surveys conducted at Charles Darwin University Library to investigate the extent to which this is a problem in Australian academic libraries. The first survey went to CAUL (Council…

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)

Considers problem library patrons in a virtual environment based on experiences at California Institute of Technology's Web site and its use for virtual reference. Discusses the virtual reference desk concept; global visibility and access to the World Wide Web; problematic email; and advantages in the electronic environment. (LRW)

Discusses problems with patron Internet access in academic libraries and describes a study conducted at Northwestern University (Illinois) that used Internet tracking software to assess user Internet behavior. Topics include Internet use policies; pornography; and loss of control over library services and information content that is provided. (LRW)

This report on a survey of Association of Research Libraries (ARL) member libraries on building security and personal safety policies examines three areas in detail: (1) general building security (access to the building, key distribution, patrols or monitors, intrusion prevention, lighting, work environment after dark); (2) problem behavior…

This book provides strategies for dealing with negative patron behavior in the library and presents guidelines for identifying and effectively responding to, as well as preventing a variety of behavior problems. Fifteen librarians wrote the thirteen chapters, which are divided into three sections. Part 1 deals with patrons who pose the most…

This Systems and Procedures Exchange Center (SPEC) flyer/kit addresses some of the needs of Association of Research Libraries (ARL) members regarding library building use and the aesthetics and well-being of the materials and people in the building. The kit draws upon documents gathered as part of a 1986 Quick-SPEC survey that dealt with food and…