Modern Library Patrons Present Challenging Risky Business Situations
November 27, 2024
Librarians have one of the most stressful jobs in the world. Why? They do much more than assist people locating books or reading to children. They also are therapists, community resource managers, IT support, babysitter, elderly care specialist, referee, tutor, teacher, police officer, and more. Public librarians handle more situations than their job description entails and Public Library Quarterly published: “The Hidden Toll: Exploring the Impact of Challenging Patron Behaviors On Australian Public Library Staff.”
It’s not an industry secret that librarians face more than can handle, but their experiences are often demeaned. Their resources and stamina are stretched to the limits. There have been studies about how librarians have dealt with more than they can handle for years, but this study researched the trauma they face:
“As a public-facing profession, public library workers are often exposed to challenging behaviors that raise concern for their safety. To understand these concerns, this study explores these staff safety issues in Australian public libraries through semi-structured interviews with 59 staff members from six library services. Findings reveal that library workers frequently encounter challenging and sometimes violent behaviors from patrons. These incidents impact staff wellbeing, causing stress, anxiety, and potential long-term psychological effects. Many workers receive insufficient workplace support following traumatic incidents, leading to internalization of the trauma the experiences cause. The study highlights the need for improved institutional support and better safety measures.”It also recognizes the tension created by libraries’ open-door policies, which may expose workers to potential harm. The study acknowledges that there has ben zero to little research about the mental and physical health of library workers. There is a lot of literature written about patron satisfaction with services and staff, but very little about aggressive, problem patrons. Many studies also focus on the trauma-related services patrons need but not the library staff.
There has been some studies related to the impact of problem patrons on staff, but nothing in depth. The Australian participants in the shared stories of their time in the trenches and it’s not pretty. Librarians around the world have similar or worse stories. Librarians need assistance for themselves and their patrons, but I doubt it’ll come through. At least the writers agree with me:
“The findings of this study paint a concerning picture of the working conditions in Australian public libraries. The prevalence of unsafe incidents, coupled with their significant psychological impact on staff, calls for action from library management, policymakers, and local government councils responsible for public libraries. While public libraries play a crucial role in providing open access to spaces, information, and services for all members of society, this should not come at the cost of staff safety and wellbeing. Addressing these issues will require a multifaceted approach, involving enhanced training, improved support systems, policy changes, and potentially a broader societal discussion about the role and resources of public libraries.”
Whitney Grace, November 27, 2024
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