Who Says There's a Problem?: A New Way to Approach the Issue of 'Problem Patrons'

摘要

It is clear that empathetic, knowledgeable, and competent staff are invaluable when problems arise with patrons. With problems labeled at all levels, it is the staff in the moment who have to respond. Building staff skills and teaching people how to effectively identify the issue is the starting point for finding a solution. However, to build the necessary skill set and create and implement the most effective policies, librarians need to begin with a clear understanding of the problem. LIS promotes reflective practice, and asking questions about how we approach our work is an essential part of solving "problems" in the library. This framework attempts to offer an opportunity for librarians and library managers to step back to gain a sense of the "big picture," offering some questions for reflection, taking the focus off the patron, and encouraging us to reflect on how library policy, staff, or the larger community each contribute to the "problem." Under the symbolic interactionist paradigm, each player in the situation can play a role. It is important that librarians fully understand the role they play in both the problem and the solution.