Patron aggression in the academic library: A study of the Main Library at the University of the West Indies, Mona

ISSN： 0307-4803

Source： New Library World, Vol.110, Iss.7-8, 2009-07, pp. : 373-384

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Abstract

Purpose ‐ The purpose of this paper is to investigate the prevalence of patron aggressive behaviour toward library staff at the Main Library of the University of the West Indies, Mona Campus, and also to determine the causes of this kind of behaviour. The paper also aims to suggest solutions for tackling this problem. Design/methodology/approach ‐ A survey was conducted among those staff members who regularly interface with the library's clientele. A total of 40 questionnaires was sent to various categories of staff at the Main Library at the University of the West Indies (UWI) Mona Campus. A total of 35 staff members responded. Findings ‐ Verbal abuse was the most prevalent form of aggressive behaviour towards library staff. Over 50 per cent of the respondents were concerned about the aggressive behaviour of library patrons. A common reason given for aggressive behaviour included: general frustration with the library; not being able to locate needed material; and being unable to borrow material from the library. The majority of the respondents had not received any kind of training in dealing with aggressive library patrons and indicated the need for this kind of training. Over 90 per cent were unaware of the existence of a library policy regarding patron aggressive behaviour. Research limitations/implications ‐ It is suggested that further research be conducted to determine some of the causes of aggressive behaviour from the perspective of library patrons. Practical implications ‐ Libraries need to have clear policies regarding patron aggression. A breakdown in library procedures and systems can be a potential source of frustration and conflict. Originality/value ‐ This paper is a valuable contribution to this small body of scholarship. It examines some of the issues intrinsic to the academic life of the student as well as some of the factors inherent in the library operations that can cause some of the conflict that is often experienced in the academic library.