Library work is really all about people. And the inclusive, welcoming nature of the library means that all kinds of people pass through its doors. Not all difficult patrons are dangerous, but some frighten staff and other library users, which can lead to situations that are distracting, troubling, and fraught with liability. For more than a decade, Albrecht, a 16-year police veteran, has presented workshops for libraries on dealing with challenging patrons. His no-nonsense advice will empower library staff in their personal security and give them the tools to confidently communicate with their colleagues, patrons, and members of law enforcement regarding inappropriate behavior. In this book he addresses security issues important to all libraries, including:

• Specific guidance for common situations, such as unruly teens, unwanted sexual advances, chronically homeless substance abusers, and more
• The elements of an effective Code of Conduct and how to enforce it
• Tips on how to manage internet usage to minimize potential problems
• How to align with patrons and use language that defuses the conflict
• Forming partnerships with service organizations, homeless shelters, mental health advocacy groups, and other community resources
• How to know when it’s time to call the police, plus ideas for increasing law enforcement support
• Ways to make the library more secure through changes to facilities

Through the methods outlined in this book, Albrecht demonstrates that effective communication not only makes library users feel more comfortable but also increases staff morale, ensuring the library is place where everyone feels welcome.