Problem Statement: Excessive internet use, particularly problematic and negative consequences of internet use, is rapidly increasing among children and adolescents throughout the World and in Turkey. While the internet provides potential advantages for users in terms of the academic support, sharing ideas & feelings, and freedom of expression,…

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…

Discusses the history of problem patrons in libraries and explains various types of problem patrons and their identifying behavior. Highlights include senior citizens; technology-created problems, such as users with cell phones; eccentric behavior; non-compliance with library rules; harassment; intentional bad behavior such as theft; and problems…

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)

Investigates how psychotherapists define, cope with, and treat difficult patients. Explains the psychology of difficult clients, techniques psychologists use in working with them, and how these might be utilized by librarians, and emphasizes the importance of seeing difficult clients as a means of personal growth. (Author/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)

Discusses the problem library patron from various fronts: historical, personality traits, importance of complaints, nature and types of problem patrons and their behavior, technology and the newly-bred problem patron, strategies for dealing with problem patrons, and ensuring that library administrators and other supervisors understand the need to…

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)

Describes building security procedures developed at the Hampton Public Library (Virginia) to deal with problem patrons. Highlights include need for the library monitor program; staffing patterns; monitor selection criteria; training procedures; library behavior guidelines; library policy statements; theft detection systems; and sample job…

The case of an indigent library patron recovering a judgment against a public library is used as a backdrop for discussing patron behavior policies in the public library. Highlights include First Amendment rights, the public library as an expressive forum, government rules, policy lessons from the case, and acceptable policies. (AEF)

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)

Describes methods that can be used to encourage appropriate behavior in school libraries and media centers. Creating policy statements is discussed; differences between policy and procedures and rules are explained; reprimands and disciplinary measures are suggested; and sample statements of policy, student responsibilities, and media center…

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 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…