A Person of Interest...
Safety and Security
in the Library
Preventing Disruption of Library Services
Presenter: Michael J. Daly, Queens Library
Director of Logistics & Security Management
Email: Michael.Daly@queenslibrary.org
Telephone: (718) 990-0799
Dealing with Patrons who have
Behavioral Problems
Homeless Customers
 Emotionally Disturbed Persons (EDP)
 Disorderly Customers
 Teen and “Tween” Conduct
Homeless Customers
Everyone has a right to Library Services.
 Treat patrons with equal respect.
 Maintain a list of Homeless Shelters & Social
Service Agencies.
 If a patron has a strong odor or shows evidence
of lice, privately speak with them away from
other customers.
 If possible, keep restrooms locked.
Emotionally Disturbed Persons (EDP)
Do not violate their personal space.
 Attempt to get to know your regular EDP.
 Never let an EDP engage you in a debate.
It is difficult to reason with an EDP.
 Never raise your voice to an EDP.
 Have a back up plan.
 If an EDP exhibits violent behavior, clear the
surrounding area of customers and when
possible call the police.
Disorderly Customers
They are angry with the Library, not you.
Do not take it personally.
 Listen to their complaint fully.
 Do not raise your voice.
 Do not stoop to their level when responding.
 If you truly cannot help the customer, offer
another option for them to follow.
 If the customer’s demands cannot be met, ask
your supervisor for assistance.
Teens and “Tweens” Conduct
Kids can detect biases.
 Do not be judgmental.
 Be respectful, but firm.
 Security is not always the answer.
 Have programs that engage youth.
 Grant Funding is available for Teen Programs.
Queens Library Teen
Enrichment Program
Purpose & Goal of
Queens Library for Teens
a project under Youth Enrichment Services (Y.E.S.) Unit
The GOAL is to provide an alternative
teen-friendly space that actively
engages teens to learn, build social
connections, and gain literacy skills.
The PURPOSE is to create a safe,
comfortable environment, and
positive atmosphere; in which teens
may explore and express their
Rules & Regulations of the
Teen Library Recording Studio
There is NO food or drinks in the Recording Studio Area.
After completing training on equipment, teens will sign-up
to use the recording studio for up to 2 hrs.
Teens will be asked to sign “Recording Studio - Codes of
Conduct” agreement.
Teens cannot:
•Disrupt or discourage anyone’s creative expression.
•Play music or sound files at a level that it does not disturb others.
•Play any music that contains profanity or degrades others.
•Use profanity and/or discriminatory language that offends others.
•Purposefully destroy or vandalize Library/Recording Studio property.
•Steal or reproduce content off of any of the Library’s equipment.
•Reproduce the content of any professional recording artist or patron of the Library.
•Keep projects that do not follow the rules and will be deleted immediately.
•Hold the Library responsible for any content left at the Teen Library.
•Leave music tracks on the server for only one week.
Dealing with Patrons who
Break Library Policy
Customers’ Library Accounts.
 Banning Customers.
 Incident Reports and Correspondence.
 Staff Policies and Procedures.
 Teen Library Rules and Regulations.
Banning Customers
Notify the customer that if their behavior
continues their Library privileges will be revoked.
 Identify by Whose Authority.
 Build a Case.
 Issue a Barring Notice.
 Create an Appeal Process.
Queens Library Account Forms
Collecting Data
 Fees
 Pin Numbers
 Customer
 Email
 Internet Usage
Queens Library
Incident Report & Correspondence
Incident Report
 Letter to Barred
 Barring Notice
Queens Library Policies
and Procedures
Employee Theft Policy
Staff Borrowing &
Loan Privileges
Public Conduct
Rules & Regulations of the
Teen Library Recording Studio
Consequences for Not Following Expectations
Verbal warning from staff.
Restricted access from the recording studio area
Required workshop on “creating and building community”
Contact with parent/legal guardian
 Documentation via Queens Library Incident Form
(including all information and dates from previous
incidents), kept on file with
Queens Library Security.
Dealing with Patrons who
Break the Law
Sexual Assaults, Sexual Harassment &
 Theft and Crime.
Of Library Assets (Both Internal & External).
Of Customers Assets/Property.
Sexual Crimes
Security consultant and design phase.
 Avoid blind spots whenever feasible.
 Employ the use of CCTV.
 Challenge suspicious adults who may appear to
be stalking children.
Internet Child Safety Websites
NetSmartz Workshop - http://www.netsmartz.org/Parents
Cyber Tip Line - www.cybertipline.com
These two programs are under the National Center for Missing & Exploited Children® (NCMEC).
SafeKids.com - http://www.safekids.com/about/
SafeKids.com is one of the oldest and most enduring sites for Internet safety.
GetNetWise - www.GetNetWise.org
GetNetWise is a public service brought to you by Internet industry corporations and public interest
organizations to help ensure that Internet users have safe, constructive, and educational or
entertaining online experiences.
ChildHelp - www.childhelp.org/pages/help-for-kids
Childhelp® is a leading national non-profit organization dedicated to helping victims of child abuse
and neglect.
Other Resources
Sex Offender Locator: http://criminaljustice.state.ny.us/nsor/
Child Abuse Hotline: 1-800-342-3720
Theft and Crime
Enforce laws with diligence & consistency
 Have clearly stated zero tolerance of theft policy
 Record serial numbers of Library assets
 Post prevention and warning signage
 Post policy giving the Library rights to search bags
 Employ IP meg pixel cameras
 Card access and intrusion alarm systems
 Cash shortages -vs- RFID technology
Theft and Crime
 http://www.shopliftingprevention.org/shopliftinglaws/shoplifting-laws.html
Using Technology to
Prevent Library Thefts
Radio Frequency Identification Devices (RFID)
 Book Drops
 Bar Codes
 Crime Prevention Signage
Radio Frequency Identification
Devices (RFID)
Desk Top - RFID Check Out Unit
Interior RFID Gates
Interior View of RFID Check Out Unit
RFID Book Drop
Exterior RFID Book Drop Unit
Interior RFID Book Drop Unit
Interior View of Book Drop RFID Unit
Crime Prevention Signage
Keep All Options Open
Maintain a Liaison with Local Police.
 Keep an Open Dialog with Prosecutor’s Office.
 Maintain an Open Door to Neighborhood
 Reach Out to Parents and Community.
YouTube Training Websites
Librarian Lays Down the Law - http://www.youtube.com/watch?v=gzbDdgWiaS0&feature=related
When Bad Things Happen to Librarians -
Patrons Gone Wild - http://www.youtube.com/watch?v=px9m-0wAREc&feature=related
Larry the Loud Librarian - http://www.youtube.com/watch?v=5iWbOzNI3Do&feature=related
CUSTOMER SERVICE VIDEO - http://www.youtube.com/watch?v=QxHJ-6piylA&NR=1
Dealing with Angry Customers - http://www.youtube.com/watch?v=ybCxN86n61k&feature=related
Library Investigator – MR. BOOKMAN (SEINFIELD- Episode 5, Season 3)
Handling Customer Complaints in the Library - http://www.youtube.com/watch?v=N7jS9-g-BBc&feature=related
The information contained in this presentation and or handouts is for general information purposes only.
The information is provided by the said presenter, Michael J. Daly, and while I have endeavor to keep
the information up to date and correct, I make no representations or warranties of any kind, express or
implied, about the completeness, accuracy, reliability, suitability or availability with respect to this
presentation or the information contained in this handout for any purpose. Any reliance you place on
such information is therefore strictly at your own risk.
In no event will the presenter or the Queens Borough Public Library be liable for any loss or damage
including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever
arising from loss of data or profits arising out of, or in connection with, the use of this presentation and
New York State Education Law
§ 262. Use of public and Indian libraries. Every library established under section two hundred
fifty five of this chapter shall be forever free to the inhabitants of the municipality or district or
Indian reservation, which establishes it, subject always to rules of the library trustees who shall
have authority to exclude any person who wilfully violates such rules; and the trustees may,
under such conditions as they think expedient, extend the privileges of the library to persons
living outside such municipality or district or Indian reservation.
Security is Everyone’s
A special thanks and acknowledgement to the
below for their contribution to this presentation:
Barbara Kavanagh, Assistant Director, Logistics and Security Management
Roseann Evans, Government Grants Manager