hpl behavior

Presented by B

eth Gallaway

Addressing B

ehavior

Issues in the

Public

Library

HPL

JAN 2012

Potentially Disruptive Library BehaviorsCongregatingCongregating

Courting BehaviorCourting Behavior

BacktalkBacktalk

Eating & drinkingEating & drinking

Cell phone useCell phone use

Dangerous Library Behaviors

SexSex

VandalismVandalism

TheftTheft

Violence Violence (or threat of (or threat of violence)violence)

Under the InfluenceUnder the Influence

BullyingBullying

Differentiate Between the 2 DsDisruptiveDisruptive

NormalNormal

AnnoyingAnnoying

Dangerous Dangerous

AbnormalAbnormal

Harmful to self & othersHarmful to self & others

IllegalIllegal

WHY do they act that way???CulturalCultural

Sociological Sociological

PersonalPersonal

PsychologicalPsychological

BiologicalBiological

Frontal Lobe

Facilitates:Facilitates:

PlanningPlanning

Decision Decision MakingMaking

Myelin Sheath

Facilitates: Facilitates:

Learning new things Learning new things

Gut reactions Gut reactions intelligent response intelligent response

Concrete Concrete abstractabstract

Results in?Results in?

Dopamine

Controls:Controls:

Smooth motor Smooth motor skillsskills

Pleasure centerPleasure center

Volume regulatorVolume regulator

Serotonin

Regulates: Regulates:

TemperatureTemperature

MoodMood

AppetiteAppetite

EmotionEmotion

Melatonin

Controls:Controls:

• Sleep/wake cyclesSleep/wake cycles

• Biological clock Biological clock

On Rules

• Create a behavior policy Create a behavior policy

• Same rules for everyoneSame rules for everyone

• Less rules = better Less rules = better 

• Be positiveBe positive

• Be flexibleBe flexible

Set Boundaries

1.1.State unacceptable behaviorState unacceptable behavior

2.2.State consequence of continuing State consequence of continuing unacceptable behaviorunacceptable behavior

3.3.Ask patron to make a choiceAsk patron to make a choice

“Mary, I’ve

noticed you

have been o

nline

all day. Our

system limi

ts to 2 hour

s

total. If yo

u continue t

o violate th

e

time limit,

your compute

r privileges

will

be suspended

.

Example

You can choo

se to log of

f now and ge

t

more time to

morrow, or l

ose computer

access for 2

days.

“John, it’s

too noisy ov

er here,

and some peo

ple are tryi

ng to study.

If the disru

ptive behavi

or continues

,

you will be

asked to lea

ve.

Example

You can choo

se to lower

the volume

level

and stay, or

you can cho

ose to

leave.

“Librarians d

o not kick [

teens]

out of the li

brary. [Teens

] get

themselves ki

cked out of t

he

library, beca

use of their

behavior.”

~ Nick Buron,

NYPL

Reminder

!

Correcting Behavior

3 Strikes & You’re Out! 3 Strikes & You’re Out!

Target the Group LeaderTarget the Group Leader

Use the Buddy SystemUse the Buddy System

Good Cop, Bad CopGood Cop, Bad Cop

Invade Personal Space*Invade Personal Space*

* follow your instincts

Follow Through

Welcome backWelcome back

Introduce Introduce

DiscussDiscuss

ReinforceReinforce

Create Raving Fans

1.1. Cultivate relationshipsCultivate relationships

2.2. Engage patrons in meaningful Engage patrons in meaningful participationparticipation

3.3. Be an excellent librarianBe an excellent librarian

4.4. Continuously evaluateContinuously evaluate

Cultivate Relationships

Talk to patrons when they do Talk to patrons when they do something RIGHTsomething RIGHT

GreetGreet

Get out from behind the deskGet out from behind the desk

Call people by nameCall people by name

Be an Excellent Librarian!Customer ServiceCustomer Service

ReferenceReference

Reader’s Reader’s AdvisoryAdvisory

Excellent Customer Service

Be respectfulBe respectful

Greet by nameGreet by name

Engage in their preferred mediumsEngage in their preferred mediums

Anticipate needsAnticipate needs

Find ways to say YESFind ways to say YES

EvaluateEvaluate

CS Tip: Give ‘em the Pickle!

Excellent Reference

Read the local newspaperRead the local newspaper

Don’t ask, “Is this for homework?”Don’t ask, “Is this for homework?”

Do ask, “Do you want me to show you Do ask, “Do you want me to show you how how to get it, or just get it for you?to get it, or just get it for you?

Don’t point; take a walkDon’t point; take a walk

Conduct a reference interviewConduct a reference interview

The Reference Interview

Be approachableBe approachable

Ask open ended questionsAsk open ended questions

ConfirmConfirm

Follow throughFollow through

RI Tip: Smile like you mean it!

Thibault, Pascal; Pierre Gosselin, Marie-Lise Brunel and Ursula Hess. “Children’s and adolescents’ perception of the authenticity of smiles.” Journal of Experimental Child Psychology. Volume 102, Issue 3, March 2009, pages 360-367

Excellent Reader’s Advisory

Right book, right person, right Right book, right person, right timetime

DiscoverDiscover

ClarifyClarify

TuneTune

DirectDirect

RA Tip: Incorporate MediaINSTEAD OF: INSTEAD OF:

What authors do you What authors do you like to read?like to read?

What are the last 3 What are the last 3 books you read? books you read?

What did you like What did you like about them?about them?

ASK: ASK:

What movies do What movies do you like? you like?

What TV shows do What TV shows do you watch? you watch?

What games do What games do you play?you play?

Reminders for Librarians

Stay calmStay calm

It’s not personalIt’s not personal

Patrons are job securityPatrons are job security

Thank You!

Slides: infogdss.wordpress.comSlides: infogdss.wordpress.com

Links:Links: delicious.com/informationgoddess29/brain delicious.com/informationgoddess29/brain

Contact: informationgoddess29@gmail.comContact: informationgoddess29@gmail.com