Self-Audit
Ask yourself the following questions about your library’s patron behavior policy:
- Does the policy cover a broad range of patron behaviors, including conduct, hygiene, personal belongings, and the use of library resources?
- Are the consequences for policy violations clearly outlined and applied consistently across different types of infractions? Does the policy include an appeals process?
- Does the policy align with local, state, and federal laws, such as federal and Wisconsin requirements for service animals, weapons laws, or local and statewide regulations on smoking and alcohol use?
- Is the policy uniformly enforced or does it unintentionally target or marginalize vulnerable groups?
- Does the policy reflect the values and expectations of the community you serve while maintaining a welcoming environment for all patrons? Does it use positive statements instead of negative (“do not”) statements when possible?
- Is the policy easy for patrons to understand? Is it written in plain language?
Key points to include in your patron behavior policy
Patron general behavior expectations
- Expected conduct guidelines
- Prohibited behaviors
- A general statement that requires library patrons to follow the instructions of library staff and follow all applicable local, state, and federal laws.
Guidelines for personal items and consumables in the library, including:
- Food and drink
- The use of tobacco, vape product, alcohol, and controlled substances
- Personal belongings
- Attire and personal hygiene
Guidelines for the use of library spaces, including:
- Any time limits, restrictions on the numbers of reservations, or commercial use limitations or restrictions.
The process for handling policy violations
- Who is in charge of making determinations about policy violations? (Typically this is the library director or other administrator.)
- Progressive repercussions for policy violations, which may include a warning letter, short-term loss of library privileges, or a permanent ban. You may wish to include a statement about circumventing progressive steps and instituting an immediate ban in case of serious violations.
- An appeals process with clear timelines and procedures. How can a patron appeal a disciplinary action? Is there a time limit on filing an appeal? Who will hear that appeal, and is their decision final?
Sample Patron Behavior Policies
We’ve collected some sample patron behavior policies for you to review as you work on your policy.
Visit the Public Library Policy Resources WISELearn Group to discuss the topic, or consider uploading your library’s policy for discussion or as another example for the library community to learn from.
Related Procedures
Some topics in the Patron Behavior policies can be uncomfortable for your library staff to address. You may wish to provide sample scripts that staff members can use when talking with patrons about sensitive topics like hygiene or personal behavior. Providing a script or rehearsing talking points for common issues can help your library staff enforce patron behavior guidelines consistently, and help avoid unequal treatment of patrons depending on their personal background.
Your staff may also benefit from de-escalation training, which can provide strategies for dealing with difficult situations. One example is Homeless Training by Ryan Dowd, which all Wisconsin library staff have access to thanks to funding from the Institute for Museum and Library Services (IMLS) with the support of the Manitowoc-Calumet Library System. Contact your public library system for access.
Finally, ensure that your library has an incident reporting procedure in place. Library staff should carefully document:
- any injury to patrons or staff
- property damage
- significant altercations or other behavior incidents
- law enforcement actions on library property or interactions with library staff related to incidents that occurred in or near the library
- behavior policy infractions that may be serious enough to warrant disciplinary action, according to your policy
Provide your staff with a form or other place to document incidents. Encourage your staff to be objective and factual in their report. Report details may include:
- date, time, and location of the incident
- other staff members that observed the incident
- names of any patrons involved, if known
- an objective description of the incident, noting any facts known to the staff member and the staff member’s personal observations
- any actions that were taken by library staff or others during the incident
Related Policies
The following topics might be included in your behavior policy, or may be presented in separate policies depending on your library’s needs:
- Animals in the library, including service animals
- Child & teen safety
- Food and drink
- Meeting or study room use
- Petitioning, solicitation, fundraising, and distribution of materials
- Photography & videorecording
- Restriction of library services
- Unattended children & vulnerable adults
- Weapons
What’s next?
In August, Policy of the Month club will focus on computer and internet policies. Visit WISELearn to post your policies for discussion!
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