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Black Belt Librarians: Every Librarian's Real World Guide to a Safer Workplace
A guide and reference tool for library security
72 pages, Paperback
First published May 31, 2006
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February 3, 2017
I am going to write a review that will surprise people who know me in person. I am a loud, confrontational person who has a tendency to think after she speaks. However, I found this book written in a manner that is lacking in tact. Yes, I am accusing someone else of not having the appropriate level of sensitivity when dealing with a subject. (When my friends from real life get done whipping the tears from their laughter I am sure they will comment about my lack of soft skills below.)
The author has some serious issues with people he believes to be beneath him in station, be it by social or economic class, education, or whatever other barrier he has created, and this bothered me from the very beginning of this book. I should have closed the book when I found the introduction to be too much.
While attempting to establish his credentials in the area of library security, Graham describes a "petite, elderly attendee...sweetly but anxiously asked, "But son, what if you don't have 911?" That was news to this city fellow. I had always thought having access to a 911 emergency response was a given." - (Introduction xvii) However, he doesn't address this very specific security situation. He draws attention to the fact that it has been asked of him, he didn't anticipate it, and he still doesn't offer any advice. I hoped maybe later in the slim volume he would touch back upon the issue, but he does not.
The next few paragraphs of the introduction are full of buzzards and wise cracks about people, detailing clothing and a running commentary of judgments about them and their gas station purchases. This resonates with me because it is classist. This continues throughout the book.
Graham attempts to use humor, but it falls flat for me. Jokes that are rooted in mocking someone are not jokes. He is a bully. Many of his comments about what he has experienced are expressed with an undertone of judgment. He positions his audience to be above the average library patron. Take the following passage for example:
"Sometimes they just don't understand what you are trying to tell them, and they get frustrated and vent that toward you. Keep in mind that those D and F students we went to school with are still out there roaming the hills, and libraries, somewhere." - pg. 39
Is the last sentence necessary? Does creating a "we" against them - those D and F students - really helpful? What is it contributing to the concept of security?
The entire 75 pages of this book is full of these divisive one-liners that do not contribute to the actual understanding of workplace safety or security, but rather foster and feed negative attitudes towards others. I did not care for this book and I would not recommend it. I am sure there are other texts that address the issue of safety that are written with a more professional tone. I am embarrassed to see that this is an actual publication of the American Library Association. They should revisit their association with this title.
The author has some serious issues with people he believes to be beneath him in station, be it by social or economic class, education, or whatever other barrier he has created, and this bothered me from the very beginning of this book. I should have closed the book when I found the introduction to be too much.
While attempting to establish his credentials in the area of library security, Graham describes a "petite, elderly attendee...sweetly but anxiously asked, "But son, what if you don't have 911?" That was news to this city fellow. I had always thought having access to a 911 emergency response was a given." - (Introduction xvii) However, he doesn't address this very specific security situation. He draws attention to the fact that it has been asked of him, he didn't anticipate it, and he still doesn't offer any advice. I hoped maybe later in the slim volume he would touch back upon the issue, but he does not.
The next few paragraphs of the introduction are full of buzzards and wise cracks about people, detailing clothing and a running commentary of judgments about them and their gas station purchases. This resonates with me because it is classist. This continues throughout the book.
Graham attempts to use humor, but it falls flat for me. Jokes that are rooted in mocking someone are not jokes. He is a bully. Many of his comments about what he has experienced are expressed with an undertone of judgment. He positions his audience to be above the average library patron. Take the following passage for example:
"Sometimes they just don't understand what you are trying to tell them, and they get frustrated and vent that toward you. Keep in mind that those D and F students we went to school with are still out there roaming the hills, and libraries, somewhere." - pg. 39
Is the last sentence necessary? Does creating a "we" against them - those D and F students - really helpful? What is it contributing to the concept of security?
The entire 75 pages of this book is full of these divisive one-liners that do not contribute to the actual understanding of workplace safety or security, but rather foster and feed negative attitudes towards others. I did not care for this book and I would not recommend it. I am sure there are other texts that address the issue of safety that are written with a more professional tone. I am embarrassed to see that this is an actual publication of the American Library Association. They should revisit their association with this title.
May 14, 2018
There are definitely golden nuggets to pluck out of this book when training your staff on safety and security, but there were also some genuine turds sprinkled throughout that made the book reek to me.
1) Telling library anecdotes is one thing, but constantly commenting on the mental health of patrons and then LATER in the book talking about the importance of not exhibiting bias was a conflict throughout the text. Practice what you preach. Tell the anecdotes for weird security-related situations, but don't comment on anyone's personal circumstances or mental health since you don't know what's going on there.
2) Staff attitude is mentioned towards the end of the book, and Graham's solution is "follow the rules and if you gripe, then you're getting disciplined" and I don't agree with this generalization. If staff morale is low and your answer is to discipline them for not being perfectly happy, then how's that going to do anything except make staff more bitter?
3) Graham also mentions teen mind development and indicating offering "a little leeway" is fine when confronting less-than-desirable teen behavior in the library. This leeway is not offered under any other circumstance pertaining to neurodiverse patrons or parents struggling with children. In fact, the index includes "parents and failure to supervise children".
4) The author also hates the idea of people coming into the library if they're not going to "use" it, but using a library isn't clearly defined. It sounds as though library patrons absolutely have to use the library for materials and programs, otherwise they shouldn't be there. I don't agree with this assessment. If the idea is to kick out the homeless, then perhaps reevaluate what you can do so this population can "use" your library. I don't advocate for booting anyone if they need to sit down or just use a restroom, especially since there's usually ample space available to sit. The library also serves as a generally safe place for kids and teens to be after school when awaiting pick-up from guardians, so should we kick them out if they're only in the library to sit and look at their phones while they wait?
5) The general idea that you should treat everyone the same. Let's be realistic about this - even if that's what you're striving for, it's not going to happen due to a smorgasbord of reasons - Implicit bias, society at large, personal financial crises, mental health, lack of self-care (employees and patrons alike), etc. Being consistent is much more likely to happen. Be consistent with how you treat patrons in need and find alternate ways to make sure everyone leaves happier than they came in. You have a positive end goal and if you're consistent with that, then I call that a win. Now, treating people the same (with leeway for certain circumstances) may work better for behavior guidelines, so perhaps that's what the author was going for?
All THAT being said, there are some valid points:
1) Basics, such as avoiding counting the money in front of the public, and vigorously labeling keys and noting who has access to which key.
2) The 30-30-30 measure (take 30 days and every 30 minutes look up from your computer screen for 30 seconds to survey the area), which I've already noted for an upcoming customer service training.
3) The sample security logs he included and also what to include on the logs. Document, document, document!
4) The PEA assessment for staff (physical, ethical, and attitudinal) - Examples - Physical: How efficient are they with their tasks? Ethical: Does productivity fall when you're not there? Attitudinal: Are they team players? How do they interact with patrons? This assessment could lead to ways to better understand how your staff work and more importantly establish ways for supervisors to better assist staff with finding success and enthusiasm for their work.
5) Reviewing security monthly or at the very least annually with staff at your library location. Reminding everyone of procedures and rehearsing scenarios. This is a great idea to better prepare staff in the event of a crisis.
I was able to glean some information from this book, but I won't recommend it to library staff given the "othering" of patrons, and the situations where I felt the author was way too "black and white".
1) Telling library anecdotes is one thing, but constantly commenting on the mental health of patrons and then LATER in the book talking about the importance of not exhibiting bias was a conflict throughout the text. Practice what you preach. Tell the anecdotes for weird security-related situations, but don't comment on anyone's personal circumstances or mental health since you don't know what's going on there.
2) Staff attitude is mentioned towards the end of the book, and Graham's solution is "follow the rules and if you gripe, then you're getting disciplined" and I don't agree with this generalization. If staff morale is low and your answer is to discipline them for not being perfectly happy, then how's that going to do anything except make staff more bitter?
3) Graham also mentions teen mind development and indicating offering "a little leeway" is fine when confronting less-than-desirable teen behavior in the library. This leeway is not offered under any other circumstance pertaining to neurodiverse patrons or parents struggling with children. In fact, the index includes "parents and failure to supervise children".
4) The author also hates the idea of people coming into the library if they're not going to "use" it, but using a library isn't clearly defined. It sounds as though library patrons absolutely have to use the library for materials and programs, otherwise they shouldn't be there. I don't agree with this assessment. If the idea is to kick out the homeless, then perhaps reevaluate what you can do so this population can "use" your library. I don't advocate for booting anyone if they need to sit down or just use a restroom, especially since there's usually ample space available to sit. The library also serves as a generally safe place for kids and teens to be after school when awaiting pick-up from guardians, so should we kick them out if they're only in the library to sit and look at their phones while they wait?
5) The general idea that you should treat everyone the same. Let's be realistic about this - even if that's what you're striving for, it's not going to happen due to a smorgasbord of reasons - Implicit bias, society at large, personal financial crises, mental health, lack of self-care (employees and patrons alike), etc. Being consistent is much more likely to happen. Be consistent with how you treat patrons in need and find alternate ways to make sure everyone leaves happier than they came in. You have a positive end goal and if you're consistent with that, then I call that a win. Now, treating people the same (with leeway for certain circumstances) may work better for behavior guidelines, so perhaps that's what the author was going for?
All THAT being said, there are some valid points:
1) Basics, such as avoiding counting the money in front of the public, and vigorously labeling keys and noting who has access to which key.
2) The 30-30-30 measure (take 30 days and every 30 minutes look up from your computer screen for 30 seconds to survey the area), which I've already noted for an upcoming customer service training.
3) The sample security logs he included and also what to include on the logs. Document, document, document!
4) The PEA assessment for staff (physical, ethical, and attitudinal) - Examples - Physical: How efficient are they with their tasks? Ethical: Does productivity fall when you're not there? Attitudinal: Are they team players? How do they interact with patrons? This assessment could lead to ways to better understand how your staff work and more importantly establish ways for supervisors to better assist staff with finding success and enthusiasm for their work.
5) Reviewing security monthly or at the very least annually with staff at your library location. Reminding everyone of procedures and rehearsing scenarios. This is a great idea to better prepare staff in the event of a crisis.
I was able to glean some information from this book, but I won't recommend it to library staff given the "othering" of patrons, and the situations where I felt the author was way too "black and white".
February 25, 2014
Since this book is so short, I kept a running tab of comments as they occurred to me. This is what I came up with, and the accompanying page numbers:
2: Why the alphabet is in alphabetical order is not a stupid question. For that matter, if there is any profession where the idea of a stupid question shouldn't exist, it's Teacher, closely followed by Librarian.
16: Who is Lash Larue? If he died 20 odd years ago and hasn't really been around since the 50's, why would you use him as an example? Especially as an example of an immature person.
17: If "expressing yourself in written form" is so important for security personnel, why are there so many grammatical errors in this book?
35: "D and F students... roaming the hills"? Even I find that offensive in this context, and I always had good grades in school. Granted, it would have been funny somewhere/when else. At least, I hope it was meant to be funny.
Page 37-8: These canned empathetic responses are so obvious, I can only imagine patrons becoming more frustrated.
39: "wee little ego"? I'm not critical of Graham's word choice, I'm perplexed by it.
45: "belt clips are also perfect for the male staff". I know this came out way back when in 2006, but I'm pretty sure that women have been allowed to wear pants since then.
57: The "About the Author" section calls him a guru. That's never a good sign.
Well, those were my ill-conceived, on the fly, knee-jerk reactions while reading this book. In general, I think the book is mostly filled with good ideas. But I also think you would be hard pressed to find a librarian who was surprised by any if them. Like most "gurus", his advice boils down to doing things you would already be doing anyway, were it not for some difficulty the guru typically doesn't mention. Like money. Or staff you can actually expect this level of competency from, and who aren't mostly volunteers.
2: Why the alphabet is in alphabetical order is not a stupid question. For that matter, if there is any profession where the idea of a stupid question shouldn't exist, it's Teacher, closely followed by Librarian.
16: Who is Lash Larue? If he died 20 odd years ago and hasn't really been around since the 50's, why would you use him as an example? Especially as an example of an immature person.
17: If "expressing yourself in written form" is so important for security personnel, why are there so many grammatical errors in this book?
35: "D and F students... roaming the hills"? Even I find that offensive in this context, and I always had good grades in school. Granted, it would have been funny somewhere/when else. At least, I hope it was meant to be funny.
Page 37-8: These canned empathetic responses are so obvious, I can only imagine patrons becoming more frustrated.
39: "wee little ego"? I'm not critical of Graham's word choice, I'm perplexed by it.
45: "belt clips are also perfect for the male staff". I know this came out way back when in 2006, but I'm pretty sure that women have been allowed to wear pants since then.
57: The "About the Author" section calls him a guru. That's never a good sign.
Well, those were my ill-conceived, on the fly, knee-jerk reactions while reading this book. In general, I think the book is mostly filled with good ideas. But I also think you would be hard pressed to find a librarian who was surprised by any if them. Like most "gurus", his advice boils down to doing things you would already be doing anyway, were it not for some difficulty the guru typically doesn't mention. Like money. Or staff you can actually expect this level of competency from, and who aren't mostly volunteers.
July 26, 2012
According to the author, the following top ten would qualify as the most rejected library marketing phrases:
The Public Library...
...Where the Possessed Go to Mingle!
...A House of Knowledge. Do You Fit?
...Patron Dress Code: Four Tooth Minimum
...Don't Force Us to Call the Circus!
...Where There IS Such a Thing as a Stupid Question
...No, Our Staff Members Do Not Want to Date You
...Where the Demons Go to Hang Out
...All the Nuts Are Not in the Nuthouse
...Yes, We Are a Public Building, but No, You Can't Do Anything You Want
(p. 6)
(Too bad-- the 6th one on the list would actually be really helpful at times!)
The Public Library...
...Where the Possessed Go to Mingle!
...A House of Knowledge. Do You Fit?
...Patron Dress Code: Four Tooth Minimum
...Don't Force Us to Call the Circus!
...Where There IS Such a Thing as a Stupid Question
...No, Our Staff Members Do Not Want to Date You
...Where the Demons Go to Hang Out
...All the Nuts Are Not in the Nuthouse
...Yes, We Are a Public Building, but No, You Can't Do Anything You Want
(p. 6)
(Too bad-- the 6th one on the list would actually be really helpful at times!)
December 16, 2014
Graham has some excellent suggestions for creating or improving security measures in public libraries. He brought up issues that I hadn't even considered and his methods seem quite easy to implement. This would be a great book to keep in a library's break room for staff to read during their lunch hour.
November 13, 2013
Fairly basic, common sense stuff. I know the author has seen a lot, but I would be surprised if there were anything in here an average public librarian doesn't already know.
October 8, 2012
Woo.
Getting my hands on this book took tons more time than actually reading it. The public library I work at is going to start applying some of Graham's principles so they have librarian copies around and I finally read one after the person teaching a class that I'm in based one of her class lectures on some of Graham's points. My criticisms of this book are unavoidable. It was written with some assumption that libraries will have security personnel on hand. It was written by a non-librarian -- which is fine -- he just wasn't in the Librarian Brain, as it were, to think about security problems - this is probably good, it made him able to say: look you can kick people out if they're misbehaving. People should be in the library to use the library. Stop being wishy-washy guys.
So, that was good. I'm interested to see what kinds of conversation and policy changes it ultimately affects here. Hoorah.
Getting my hands on this book took tons more time than actually reading it. The public library I work at is going to start applying some of Graham's principles so they have librarian copies around and I finally read one after the person teaching a class that I'm in based one of her class lectures on some of Graham's points. My criticisms of this book are unavoidable. It was written with some assumption that libraries will have security personnel on hand. It was written by a non-librarian -- which is fine -- he just wasn't in the Librarian Brain, as it were, to think about security problems - this is probably good, it made him able to say: look you can kick people out if they're misbehaving. People should be in the library to use the library. Stop being wishy-washy guys.
So, that was good. I'm interested to see what kinds of conversation and policy changes it ultimately affects here. Hoorah.
July 6, 2019
I read Warren Graham's 2006 "Black belt librarians: Every librarian's real world guide to a safer workplace" a few years ago and read this one recently as a refresher. If you have to choose between this book and Graham's 2006 book, go with the 2006 one. I remember the 2006 title had a lot more safety and security tips than this book discussed. This title feels like an abridged version of Graham's previous work.
October 19, 2013
Our director has made this required reading for the whole staff. It is a quick and painless read.
Three stars, only because I would have valued some practical advice for handling specific situations. Instead, this book covers more of the philosophy of library security. It is definitely useful on that front.
A few things I take away from this reading:
Even problem patrons are still our patrons.
You want your library rules and procedures to be conducive the library use.
Rules and procedures should be clear, concise, & consistent, but not too rigid -- Staff should be able to use their judgement/discretion.
Forbid: "any behavior that is disruptive to library use." (Covers everything!)
People in the library should be using the library.
Always approach patrons with the attitude that they will comply. Be calm. You can always escalate, but you can't backpedal.
If a patron's behavior gets him or her banned, the onus is on the patron, not the library.
Take your patrons as they come and treat everyone the same way.
Patrons have the right to feel safe in the library -- It's irresponsible to give violating patrons an infinite number of chances.
" . . . what to do if one did not agree with policy, did not think it was the correct way of doing things, and did not want to follow established procedures. My answer to that is simply that you should follow the stated chain of command to voice your complaints, making sure you do not skip any supervisory levels. If at the end of the process things do not change to your liking, you can leave and find another job or you can stay and adjust your perspective and do what is required."
Three stars, only because I would have valued some practical advice for handling specific situations. Instead, this book covers more of the philosophy of library security. It is definitely useful on that front.
A few things I take away from this reading:
Even problem patrons are still our patrons.
You want your library rules and procedures to be conducive the library use.
Rules and procedures should be clear, concise, & consistent, but not too rigid -- Staff should be able to use their judgement/discretion.
Forbid: "any behavior that is disruptive to library use." (Covers everything!)
People in the library should be using the library.
Always approach patrons with the attitude that they will comply. Be calm. You can always escalate, but you can't backpedal.
If a patron's behavior gets him or her banned, the onus is on the patron, not the library.
Take your patrons as they come and treat everyone the same way.
Patrons have the right to feel safe in the library -- It's irresponsible to give violating patrons an infinite number of chances.
" . . . what to do if one did not agree with policy, did not think it was the correct way of doing things, and did not want to follow established procedures. My answer to that is simply that you should follow the stated chain of command to voice your complaints, making sure you do not skip any supervisory levels. If at the end of the process things do not change to your liking, you can leave and find another job or you can stay and adjust your perspective and do what is required."
December 3, 2014
Definitely worth reading if you work in libraries. You probably won't like what he has to say if you're not an accountable person... so I leave you with that warning. Among all my faults, generally accountability is not one of them...so I felt "nailed" several times by this guy. For example, "Not wanting to be a police officer" used as an excuse to not have to tell people no. Darn you Warren! You know how I like to avoid confrontation!! Anyways, point being, it gave me a lot to think about and I think I will definitely be referencing his work in the future...especially if/when I get into management.
March 2, 2013
A few years back, I completed a one-day training on library security, taught by this author. Without a doubt, it was the most useful class I have ever attended--and I've attended a slew of 'em.
This book gathers the real-world lessons of that training day into a slim and readable volume. It's packed with good information, and presented in an engaging manner.
Attend the author's workshops if you can. The security lessons can be applied to any public setting.
This book gathers the real-world lessons of that training day into a slim and readable volume. It's packed with good information, and presented in an engaging manner.
Attend the author's workshops if you can. The security lessons can be applied to any public setting.
July 23, 2015
I enjoyed this book even though some of the information didn't apply to my current position with the library. Many items I will use in my every day work! A good read for any library staff member!
December 3, 2025
This book has some good tips on approaching and dealing with patrons who are in heightened emotional states, but does not go into much detail and is ultimately a bit outdated.
Read
May 13, 2011Black Belt Librarians by Warren Graham
Essential Elements ... Page 7
1. You must have established rules and regulations
2. You never say these 5 things again,
he's harmless
he never has been a problem before
we have never had a problem before
we have always done it this way
other libraries do it that way
3. When advising patrons of rules you must always go by their behavior not their appearance
4. You have to be consistent in enforcement
5. You must control your environment through constant awareness
6. Document all security incidents
7. You must establish a system to train all employees
8. You must establish a key control system
9. You must periodically review your procedures because your vulnerabilities change
10. You need to develop a security checklist
11. You must have employee accountability
12. You need to develop a simple emergency plan for the building
...be honest in your assessment of your building needs. Hoping problems will go away by ignoring them or wishing you'll never have them is not the path to take. Be pro-active and make whatever changes you can. Get several staff members together and give them the assignment of thinking like a group of bad guys. Have them go over the building inside and out. Ask them to discover vulnerable areas. You may be surprised about what they find.
3 Aces to Keep up Your Sleeve A.A.A. ... Page 18
The last thing you want to do when you deal with a patron is to make the situation worse by your own actions ...
Attitude: ... we all carry burdens ... the trick is to develop way to put them on a back burner while you are at work ... emotions often guide us more than we care to admit and it's surprising how many are completely unaware of their overall effect.
...Another thing to consider is if you are passive or aggressive by nature. If you tend to be passive, you may have to find a way to be more assertive during certain security situations. Conversely, if you are naturally assertive, you may need to curb your tendency so not to make whatever is going on worse in some way.
Approach: What is the best way to approach this particular situation right now? How can I de-escalate the situation instead of making it worse?
Analysis: After an incident, it is paramount that you ask, both of yourself and your staff, what tactics worked and which ones failed. What could we have done differently to affect the outcome?
How in the world do you go up to a perfect stranger and tell them they can't do what they are doing? ... Page 23
One thing to keep in mind is that telling someone that they cannot do something is NOT synonymous with a "confrontation." I have been telling folks "no" for a long time. Here are some universal guidelines to help the process go smoothly for you. I use them every day:
1. Always approach patrons with the attitude that they will comply and that this is not going to be a big deal
2. You can start off nice and then get more authoritative if you need to, but you can't do the opposite ... two phrases I constantly use are ... "I know you didn't know, but ..." and "I know there isn't a (or you didn't see the) sign, but ..."
3. If you tend to gesticulate, always use palms up, openhanded gestures. Never point your finger at anyone and never, ever touch them. Remember to not get too close to them.
4. Even though you should approach confidently, you also need to exercise due caution ... try to keep a table or chair between you if appropriate.
5. If the patron appears to be under the influence of drugs or alcohol, call 911.
6. As best you can, be deaf to insulting language directed at you
7. Never argue with a behavior problem. Most are quite experienced at pointless argument and you will seldom win
8. Be prepared to be accused of some type of prejudice
9. Remember that suspicion and actual guilt are two different things
10. I'm always asked how to approach teens. Kids are kids and I don't care if they 14 year old kid is 6 ft tall, he is still 14 and is thinking like a kid. I remember well that when I was that age I was frightened and unsure of myself. I was afraid of what might be happening at home as well as at school. Those emotions simply had me acting in immature ways. Show them some respect and educate them to the purpose of the library.
11. What about moms and dads who let their children run through the building .... page 27
A. If the kid is doing something and is in imminent danger of getting hurt, I do approach him, but as easy as possible and in a way that shows nothing but my sincere concern for his safety ...
B. If I don't know where the parent is, I'll ask the kid where mom or dad is. If I don't get a response, I quickly get another staff member to come over so I am not alone with the child and try to locate the parent ...
from the past ... how to approach different opponent types ... Page 32
... my new instructor taught me how to approach different opponent types. Fighting he said was 90% mental. It wasn't as much about being physically tough as it was developing skill in proper strategy. Within days this instructor had me feeling like I really knew what I was doing. I couldn't control what my opponent was going to do, but by concentrating solely on my strategy, I didn't have time for any type of fear or apprehension.
... I started making notes about the patrons I encountered ... I came up with four levels of emotion to watch for in a patron and developed strategies for them ...
... you are faced with a first rate champion jerk ... here is what you must do .... Page 33
1. you recognize that he is upset
2. You ascertain in which level he is operating
3. You respond with the strategy for that specific emotional state
4. You concentrate and center on affecting your plan
I use the acronym A. B. C. C. to remember these four emotional states ... Page 34
A. Anxiety
B. Belligerence
C. For "Control", as in out of control
C. Calm
Need to read the book to get the full benefit from this section .... Pages 34 to 43 ... I can send copies to anyone who wants to see these pages. He ends ... They are all field tested and I use them every day .... while no strategy works all the time, you will find that this will serve you well in the majority of situations ....
Ten day to day staples of security ... Page 44
1. Never, never count money in view of patrons
2. Make sure money drawers stay locked when you are away from the circ desk
3. Keep library keys with you at all times and don't leave them lying around
4. Be very careful when handling your deposits
5. Never leave your pocketbook or briefcase where it can be seen by patrons
6. Staff areas should be locked at all times
7. Double check all bathrooms, stacks, study rooms, and the rest of the public service area to make sure patrons are out before closing the building
8. Never let anyone other than authorized library staff or contractors into the building before opening or after you close
9. Follow your nature given intuition ... if you sense something is not right, call help
10. If you are working alone in the branch ... keep your phone use and duties to an absolute minimum.
Document everything ... potential as well as actual problem .... Page 49.
Essential Elements ... Page 7
1. You must have established rules and regulations
2. You never say these 5 things again,
he's harmless
he never has been a problem before
we have never had a problem before
we have always done it this way
other libraries do it that way
3. When advising patrons of rules you must always go by their behavior not their appearance
4. You have to be consistent in enforcement
5. You must control your environment through constant awareness
6. Document all security incidents
7. You must establish a system to train all employees
8. You must establish a key control system
9. You must periodically review your procedures because your vulnerabilities change
10. You need to develop a security checklist
11. You must have employee accountability
12. You need to develop a simple emergency plan for the building
...be honest in your assessment of your building needs. Hoping problems will go away by ignoring them or wishing you'll never have them is not the path to take. Be pro-active and make whatever changes you can. Get several staff members together and give them the assignment of thinking like a group of bad guys. Have them go over the building inside and out. Ask them to discover vulnerable areas. You may be surprised about what they find.
3 Aces to Keep up Your Sleeve A.A.A. ... Page 18
The last thing you want to do when you deal with a patron is to make the situation worse by your own actions ...
Attitude: ... we all carry burdens ... the trick is to develop way to put them on a back burner while you are at work ... emotions often guide us more than we care to admit and it's surprising how many are completely unaware of their overall effect.
...Another thing to consider is if you are passive or aggressive by nature. If you tend to be passive, you may have to find a way to be more assertive during certain security situations. Conversely, if you are naturally assertive, you may need to curb your tendency so not to make whatever is going on worse in some way.
Approach: What is the best way to approach this particular situation right now? How can I de-escalate the situation instead of making it worse?
Analysis: After an incident, it is paramount that you ask, both of yourself and your staff, what tactics worked and which ones failed. What could we have done differently to affect the outcome?
How in the world do you go up to a perfect stranger and tell them they can't do what they are doing? ... Page 23
One thing to keep in mind is that telling someone that they cannot do something is NOT synonymous with a "confrontation." I have been telling folks "no" for a long time. Here are some universal guidelines to help the process go smoothly for you. I use them every day:
1. Always approach patrons with the attitude that they will comply and that this is not going to be a big deal
2. You can start off nice and then get more authoritative if you need to, but you can't do the opposite ... two phrases I constantly use are ... "I know you didn't know, but ..." and "I know there isn't a (or you didn't see the) sign, but ..."
3. If you tend to gesticulate, always use palms up, openhanded gestures. Never point your finger at anyone and never, ever touch them. Remember to not get too close to them.
4. Even though you should approach confidently, you also need to exercise due caution ... try to keep a table or chair between you if appropriate.
5. If the patron appears to be under the influence of drugs or alcohol, call 911.
6. As best you can, be deaf to insulting language directed at you
7. Never argue with a behavior problem. Most are quite experienced at pointless argument and you will seldom win
8. Be prepared to be accused of some type of prejudice
9. Remember that suspicion and actual guilt are two different things
10. I'm always asked how to approach teens. Kids are kids and I don't care if they 14 year old kid is 6 ft tall, he is still 14 and is thinking like a kid. I remember well that when I was that age I was frightened and unsure of myself. I was afraid of what might be happening at home as well as at school. Those emotions simply had me acting in immature ways. Show them some respect and educate them to the purpose of the library.
11. What about moms and dads who let their children run through the building .... page 27
A. If the kid is doing something and is in imminent danger of getting hurt, I do approach him, but as easy as possible and in a way that shows nothing but my sincere concern for his safety ...
B. If I don't know where the parent is, I'll ask the kid where mom or dad is. If I don't get a response, I quickly get another staff member to come over so I am not alone with the child and try to locate the parent ...
from the past ... how to approach different opponent types ... Page 32
... my new instructor taught me how to approach different opponent types. Fighting he said was 90% mental. It wasn't as much about being physically tough as it was developing skill in proper strategy. Within days this instructor had me feeling like I really knew what I was doing. I couldn't control what my opponent was going to do, but by concentrating solely on my strategy, I didn't have time for any type of fear or apprehension.
... I started making notes about the patrons I encountered ... I came up with four levels of emotion to watch for in a patron and developed strategies for them ...
... you are faced with a first rate champion jerk ... here is what you must do .... Page 33
1. you recognize that he is upset
2. You ascertain in which level he is operating
3. You respond with the strategy for that specific emotional state
4. You concentrate and center on affecting your plan
I use the acronym A. B. C. C. to remember these four emotional states ... Page 34
A. Anxiety
B. Belligerence
C. For "Control", as in out of control
C. Calm
Need to read the book to get the full benefit from this section .... Pages 34 to 43 ... I can send copies to anyone who wants to see these pages. He ends ... They are all field tested and I use them every day .... while no strategy works all the time, you will find that this will serve you well in the majority of situations ....
Ten day to day staples of security ... Page 44
1. Never, never count money in view of patrons
2. Make sure money drawers stay locked when you are away from the circ desk
3. Keep library keys with you at all times and don't leave them lying around
4. Be very careful when handling your deposits
5. Never leave your pocketbook or briefcase where it can be seen by patrons
6. Staff areas should be locked at all times
7. Double check all bathrooms, stacks, study rooms, and the rest of the public service area to make sure patrons are out before closing the building
8. Never let anyone other than authorized library staff or contractors into the building before opening or after you close
9. Follow your nature given intuition ... if you sense something is not right, call help
10. If you are working alone in the branch ... keep your phone use and duties to an absolute minimum.
Document everything ... potential as well as actual problem .... Page 49.
February 6, 2020
This book is an okay read, but probably best suited toward libraries operating with very limited (or sole-person) staffing. A lot of what's covered here is likely already in place at larger libraries / systems (rules of conduct, documentation procedures, suspension standards and timelines).
March 14, 2022
True rating is closer to a 3.5. Solid book but nothing groundbreaking or even 'new'. Would be most useful for a fresh out of grad school librarian (who had never stepped foot in a library)
April 20, 2022
Refresher before our staff training.
2022 Staff Challenge- Published 5+ years ago
2022 Staff Challenge- Published 5+ years ago
January 5, 2023
Great book centered around library security, but good for dealing with people in general. Should’ve been longer to be honest and I think anyone can get a lot of this.
May 30, 2015
Warren Graham's perspective of libraries is significant. The days of thinking that the library is a "safe place" is long gone. Before thinking of the library as a building of organized information, Graham reminds us that the library is a public place. This means that different people with various perspectives, ideas, thoughts and behaviors will enter and use free library services. And with these different customer influences is a sense of entitlement to-do-what-they-want-to-do.
The author reminds us to be observant and aware. He offers several suggestions that support this. However, Graham needs to flesh-out what "gut instincts" can/should mean. I don't believe everyone understands or is confident with this inclination. In addition, this book can be presented as a video training. Offering this information in a visual format offers a tangible understanding because many library staff members do not know what to do.
The author reminds us to be observant and aware. He offers several suggestions that support this. However, Graham needs to flesh-out what "gut instincts" can/should mean. I don't believe everyone understands or is confident with this inclination. In addition, this book can be presented as a video training. Offering this information in a visual format offers a tangible understanding because many library staff members do not know what to do.
September 6, 2016
Should be required reading for all library staff. And might become just that, at least in my library!
August 11, 2016
I don't get to make a lot of decisions regarding security so much as I enforce them, but I still found this book helpful. What I liked for me was a reminder about confidence and remaining in the eye of the inevitable storm. What I would like to see at a wider level is use of a potential problem log and reducing rules to bookmark size.
August 3, 2013
There are a few typos but overall I think this is a useful tool for library employees IF they follow the suggestions and are consistent. For those who don't work at a library, reading the stories of the crazy things that happen in the library could be an eye opener. It is very short so it won't bore you.
August 10, 2016
Good tips for dealing with the problem patrons, but nothing revolutionary. Mostly common sense stuff. The trick is remembering and being able to control your attitude, tone, body language, etc. in the heat of the moment. I'm grateful for the deputies who patrol our library daily. Their mere presence probably prevents innumerable problems.
March 29, 2012
This book has a lot of great, basic, easy to implement advice. I realized I needed to have some written policies, and I should really start keeping a security log. Fun? No. But, unfortunately necessary.
August 18, 2012
A professional manual on library security and safety...There were points of the book that weren't applicable to me as I'm not actively involved in writing policy etc but there were a LOT of great points. I think this should be required reading at all public libraries! ESPECIALLY directors!
September 8, 2015
A slim, easy to read security manual for librarians. A handy reference to have available to staff, with some good tips and tricks. I especially liked the section on how to deliver instructions and ask patrons to change behavior, as his advice on not starting negative really rang true (and works).
February 10, 2014
3.5 stars. Was pleased to see we are already using most of what he suggests.
January 19, 2015
Some very good information packed into just a few pages.
May 1, 2015
I work in a public library and found that the suggestions in this book were very relevant and would help us out.
January 1, 2018
Interesting book. So many things that we SHOULD be doing but are not. I hope a copy of this gets into the right hands.
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