Part of the Library 2.0 Service, Safety, and Security Series with Dr. Steve Albrecht

OVERVIEW: 

In law, there’s the “letter of the law” and the “spirit of the law.” Libraries face a similar challenge when applying their Code of Conduct, which serves as the primary response guide.

Some behaviors are obvious violations—like smoking in the stacks—that require immediate enforcement. Others fall into gray areas: a patron dozing off in a chair, eating a snack, or moving a table. We enforce many do-or-do-not behaviors as “strictly prohibited” while others are “not a thing we generally allow, but maybe not that big of a deal.”

We can think of the Code of Conduct as our response guide to help us navigate both the clear-cut rules as well as the situations that require more judgment. How staff interpret and apply this guide—whether with strict enforcement, flexibility, or avoidance—shapes our relationships with both patrons and co-workers.

A consistent, thoughtful approach improves safety, fairness, and trust inside the library. Enforcing our library's fair and safe use policies and using the Code of Conduct as our roadmap takes some thought and requires discretion. This webinar will equip staff at every level—frontline employees, PICs, supervisors, and managers—with strategies to use the Code of Conduct effectively and confidently when addressing gray area behaviors.
 

WHY ATTEND? 

• Gain tools to distinguish between intentional and unintentional behaviors.
• Learn how to apply the Code of Conduct with fairness, consistency, and empathy.
• Explore ways to balance policy enforcement with maintaining positive patron relationships.
• Discover how to empower staff to act decisively without overreacting—or ignoring issues altogether.
   

LEARNING AGENDA: 

• Hot Button Behaviors: Sleeping, eating/drinking, large bags, bicycles or skateboards indoors, “emotional comfort animals,” feet on furniture, rearranging furniture, device noise, monopolizing computers, blocking aisles, or occupying restricted rooms.
• Community Context: How neighborhood demographics shape enforcement decisions.
• Balancing Approaches: Supporting staff who prefer the “letter of the law” while preventing unnecessary conflict with patrons.
• Staff Empowerment: Encouraging employees to address gray area violations rather than avoiding them.

This project was made possible in part by the Institute of Museum and Library Services through the Library Services and Technology Act, administered by the Maryland State Library Agency.