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Rose Chenoweth
Long Range Planning
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Excellence
Must be defined locallyIs possible for all sizes and types of librariesIs a moving target
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Community Input
Committee(s)SurveysFocus GroupsDemographicsStatistics
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Visioning
In your community Your library
Your entire communityYour townYour entire companyYour entire university
Using the vision for your community, develop a vision of how your library can best serve that idealized future community
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Vision
Who Will Benefit The Benefit and Result
All children Will receive the education they need to secure employment that provides a living wage
All teachers/professors Will receive curriculum development help to better reach the children/students they teach
All engineers Will receive answers promptly to …
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SWOT Analysis
Of the community Of the libraryCommunity Strengths
Community Weaknesses
Opportunities for the Community in the Coming Years
Threats for the Community in the Coming Years
Library StrengthsLibrary Weaknesses
Opportunities for the Library in the Coming Years
Threats for the Library in the Coming Years
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Safe Harbor http://www.alliancelibrarysystem.com/SafeHarbor/
Handling Problem Behavior
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The BasicsDo you like people?… of all ages and walks of life? What is your natural expression? How does your voice sound? Do you enunciate and speak clearly and
concisely?Are you knowledgeable? Turn “I can’t” into “I can . . .”
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Handling Conflict
Dos Don’ts Remain calm Listen Carefully Explain your position in a simple,
friendly way Use analogies to support your
position Suggest realistic alternatives Leave a plausible way out for the
subject (saving face), whenever possible
Give the subject written confirmation of rules and policies
Call for security or police when necessary
Lose you dignity Show fear, anger, panic Use a moralizing or
condescending tone Become sidetracked by
extraneous issues Argue the point Make physical contact Make the confrontation
personal Bluff by threatening to call
the police
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Incident Report Date and time Name, Address and Phone Physical description of person Description of clothing Names, telephone numbers, addresses of witness(es): Location of incident: Description of incident (provide as much detail as possible): Action taken by staff: Were police called, name of officer, number of police report What action did the police take? Did library staff file a formal compliant with the police? Yes
_____ No______ Date forwarded to Director: __________________ Action taken by Director: Any Library Board action required:
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Computer UseLimitsProactively preventing problemsSoftwareWhat to say
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HomelessHistoryStatisticsIssues
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Emotionally and Mentally DisturbedEmotionally disturbed persons may be
suffering from mental illness or disorders characterized by somewhat bizarre external behavior, hallucinations, and delusions. They can be extremely withdrawn, timid, and cooperative, or violently aggressive.
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Hallucinationshearing voices that other people do not
hear, seeing things that are not there, and at times smelling things that are not there.
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DelusionsThese involve the person’s belief system. A
delusional person may believe that there is someone out to get him or that she is president of the United States. Do not argue with a person who is delusional. This is a part of their mental illness. Arguing with them that they are not the president will only agitate the person and make you one of “them” who are out to get them.
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PolicyAll customers should receive the same
consistent, good service, but if their behavior is disruptive or distracting, it must be addressed as you would with other customers. Emotionally or mentally disturbed are expected to follow rules. Some of these instances are judgment calls. Patrons may act or talk irrationally, but if the behavior is not distracting to others, ignore it. If the behavior becomes disruptive:
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ProcedureHave a backup with youSpeak calmly but firmlyDo not touch or leave them with no way outTreat with respectConnect behavior to resultsDo not argueBe direct, concise, and impersonalIf you feel at risk, walk away
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Sexual MisbehaviorThere is something about libraries.
Sexual HarassmentChild MolestersFlashersElevatorsMasturbationPerforming in Public
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ProcedureIf you witness or a patron witnesses an
incident, call the policeIf there is a victim, give them privacy and
make them comfortableReport to a supervisorIf you are a witness …
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Other Hot TopicsInsects in BooksOdorOthers?
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