Solving Difficult Situations

In the wake of 9/11, librarians can ill afford the illusion that libraries offer a safe haven in a troubled, violent world: librarians need new tools to cope with a wide variety of potentially life-threatening situations. To that end, the Baltimore County Library System has produced this admirable guide on how to deal with bomb threats, suspicious packages, out of control patrons, workplace violence, criminal incidents, sexual harassment, and "inappropriate Internet browsing." Emphasizing the importance of anticipating problems, the program encourages library administrators to take the lead with publicly posted policies, as well as checklists, code phrases, and action plans for staff. Support staff are likewise advised to take a part in role-playing at staff meetings, "teaming up" and trading off, or otherwise coming to one another's aid in the event of angry patrons or Internet misuse (in addition to support, other staff members provide a second perspective to help cool things off or simply force a time out). While some of the information here may seem familiar, much of it has rarely been presented in detail, such as the delicate issue of restraining orders against abusive spouses, boyfriends, or stalkers. Combining recreations of crisis situations, together with advice from librarians, police, and 911 professionals, Solving Difficult Situations is a valuable discussion starter for staff and administrators to view and talk about together. Highly recommended. Aud: C, P. (S. Rees)