Problem patrons and New Zealand university libraries

Abstract

Although traditionally only seen as an issue for public libraries, recent literature suggests that problem patrons are also a matter of concern for academic libraries. This study has identified what kinds of problem patrons New Zealand university libraries have, what causes problem patron incidents, and factors relating to the frequency and effective management of incidents. It was found that none of the libraries studied had policies regarding problem patrons or patron conduct. While having some procedures for managing problem patron incidents, they offered little relevant training to frontline staff in this area. Despite the small number of problem patron incidents it was found that they have a significant effect on frontline staff. Qualitative methodology has been used, combining data collected from interviews and focus groups, to conduct an exploratory study of selected New Zealand university libraries. The focus of the research was the informational content of messages transmitted in the interpersonal and documentary communications of university libraries and their frontline staff to problem patrons. This report documents the most effective responses to problem patrons identified and suggests how the management of problem patron incidents could be improved. Recommendations for further research are also given.