Addressing Disruptive Behavior in the Library

Updated: July 19th, 2016

Our Shared Goals

Every person in the Community is a member of the Library, and we are committed to their
success and to providing them the highest quality service. We must ensure that our library is a
safe and inviting space for members of all ages to enjoy during all hours of operation.
Staff Expectations
We must work together to uphold our shared goals of providing the highest level of quality
service and creating a safe and inviting space for all members of our library.
All staff are empowered and expected to identify and handle disruptive behavior. If at any time
you feel uncomfortable or unsure about a situation, please reach out to fellow staff or a
manager for support. While this document provides a basic guide for how to handle disruptive
behavior, please remember that there are many situations that will not be black and white
and require that you use your best judgment. At the end of the day, we want to ensure that
we have upheld our shared Core Values. Use these values to help guide your decision making
process.
Reference Desk staff are expected to place their full attention on the needs of the members
calling and approaching the service desk and using the library. As time allows at the desk, staff
should take turns walking up and down the computer aisles and library stacks to reach out and
assist our members. Roving throughout the library will help staff immediately identify and
address any disruptive behavior, as identified in our Rules of Conduct.
Public Computer Specialists are expected to place their full attention on the needs of our
members utilizing our public computers and technical equipment. As time allows at the PCS
desk, specialists should walk up and down the public computer aisles to support our members
and immediately address any disruptive behavior, as identified in our Rules of Conduct.
Process for Addressing Disruptive Behavior
Step 1: Educate
Step 2: Warn
Step 3: Ask to Leave
Step 4: Document

If you ever feel that a matter is life threatening, call 911 immediately. Also, remember to utilize
your fellow staff members and our security officer for support.

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Process Detail
Step 1: Educate
When disruptive behavior occurs, use our Rules of Conduct as a reference to identify which
library policy or policies that are being broken. When educating our members make sure to
state the problem behavior that you have observed and provide the corrective action/behavior
that needs to occur.
Incident Example

 Incident
o A young child is talking loudly to a friend at another computer
 Example of how to approach and address the member
o Sample script: “Hello, my name is ----- and I wanted to let you know that I can
hear your voice at the Reference Desk. You must always use your inside voice
while visiting the library and you need to whisper if you are going to be on a
computer. It is important that this remain a quiet area for all of our visitors
today. I really appreciate you helping me make this an enjoyable space for
everyone.”
o Ask if the child is in the library with a caregiver/adult/older sibling/etc. If they
are, educate this person as well.
Step 2: Warn
After a member has been educated and continues to exhibit disruptive behavior, a formal
warning will need to be issued. You should approach the member and let them know that they
have been educated about their problem behavior and that you have observed the issue
continuing. Let the member know that if the behavior is not corrected immediately, they will be
asked to leave the library for the day.
Incident Example

 Incident
o A young, unattended child is repeatedly getting out of their computer chair to go
talk to another friend at another computer after being educated about how they
are being disruptive to other members. They are crowding a computer area and
not whispering.
 Example of how to approach and address the member
o Approach the child for the second time and let them know that the expectation
is that they must stay seated in their chair while assigned to a computer as not
to crowd any member’s work space. If they would like to talk with their friend,

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they will need to do so in a different area of the library or outside. Also, explain
that they are in an area where they must always whisper.
o Let the child know that this is their warning for today and if you observe them
out of their seat and talking to their friend in the computer area again, they will
be asked to log off of their computer and leave the library for the day.
In some cases you might educate and warn during one interaction. For example, if an
unattended child is in the library everyday and receives the same education and warning for
problem behavior on a daily basis, you are empowered to educate and warn at the same time
and then ask the child to leave for the day if the behavior is not corrected.
Step 3: Ask to Leave
If behavior escalates, let the member know that they have failed to comply with a reasonable
staff request and are being asked to leave the library for the remainder of the day.
Members may use our staff phone to call for a ride home or to let their caregiver know that
they have been asked to leave. Staff should make their best effort to contact the caregiver of
any disruptive child being asked to leave the library and educate the parent about their
child’s behavior and our unattended child policy.
When Educating Caregivers:

 Describe their child’s disruptive behavior and let them know why it is not acceptable in
the library.
 Express that we are concerned about their child’s safety since they are unattended in a
public space.
o If the child is under 10, let the parent know that their child must be supervised
by an adult when in the library.
o If the child is over 10, let the parent know that their child must able to behave in
a manner that is safe and not disruptive to other members if left in the library
unattended.
 Tell the parent that they will need to make arrangements to pick up their child or
instruct them on where to go. We can refer families to our neighboring Recreation
Center.
o Southern Oaks Recreation Center
6818 S Walker Ave, OKC, OK 73109
405-631-5441

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Step 4: Document
Disruptive behavior should be documented in one of two places:

 Minor Incident Log—located on the ZDrive

 ROCV—located on the Intranet
As a general rule, if a child is asked to leave for the day, this should be noted in the Minor
Incident Log. Any adults who are asked to leave for the day should be noted in the ROCV.
Violent outbursts should always be documented in the ROCV.
When documenting problem behavior please remember to only state facts. Please do not put
personal comments in any incident report. Always document the problem and indicate the
behavior that brought the person to your attention; if you felt threatened, write exactly what
they said or did.
Staff should review our Minor Incident Log and our system-wide ROCV reports on an ongoing
basis. Management will also be reviewing our Minor Incident Log and our ROCV reports as well
to identify any issues that need further attention.