Upsetting Things Patrons Say

Last week at my local public library I overheard a patron voicing her opinions of the library's atmosphere. She said that she has a very conservative view of what a library is and should be. She felt that a library should be a quiet place where she can come to focus, read, study and think without interruption from children running and chatting, adults meeting not for library concerns, but for their own personal talking and socialization needs and people eating and drinking in the library. She was not familiar with all of the decorum policies of the library but she felt some attention needs to be paid to patron behavior and who can discipline them. She mentioned that her use of the library is decreasing because every time she is there it is a very irritating experience. She stated that the last time she was here she had to shush three patrons and they all looked surprised to be told to be quiet. She went on, by this time noticeably louder and growing more irritated, saying that it should not be her job as a patron to enforce library rules.

The whole time the librarian remained attentive and attempted to help the patron the best he could but this woman was not really there to find a solution as much as she was there to complain. He indicated that the patron code of conduct is posted at public service desks and it covers what is appropriate and not appropriate to do in the library. He continued to explain that these behaviors are often tempered by society. He told the patron he would investigate her complaints and will determine if they are not communicating the rules properly to the patrons or if it is not being enforced by the staff. He suggested that if she were to have any future problems with patrons that it would be best if she were to report them directly to the librarian staff.

The patron walked away visibly not pleased. I watched her walk to her table and noticed that she was sitting about three tables away from the Children's section. I was a tad upset with her myself. I just couldn't understand why this woman insisted on sitting near the busiest section of the library and expected absolute quiet. There is a quiet study room, a nice spacious room with fab tables and chairs a nice view, away from children and it's quiet. People are so very strange.

I commend you that work in Public Libraries. You truly are the warriors of the librarians. To have the patience to interact with difficult people is an asset.