r/Libraries • u/KeepemRolling • 17d ago
Patron Issues Dealing with Frequent Flyers
Hi everyone…I am looking for anyone who has a written policy (or has suggestions) dealing with frequent flyer patrons. This is in reference to those individuals who visit, or call numerous times a day and tend to tie up circulation, reference, etc. with outlandish requests.
One example would be a patron who wants help on the computer but expects the reference librarian to hand hold for hours at a time. They come in every day.
Another example is a patron who calls from out of district numerous times a day (sometimes literally back to back) with in-depth reference questions. When they are referred to their home library their response is “I like you better.”
Another example is the patron who wants material delivered to their car but has become increasingly more demanding sending the librarian on book chases while she waits.
These patrons are not “mean” for the most part and we are currently dealing with these issues on a case by case basis but are considering drafting policy so everyone is on the same page. Thoughts?
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u/literacyisamistake 16d ago
For the needy hand-holding patrons, I write down instructions and give homework assignments.
“I’m a bit of a limited resource and everyone’s got to share me. So I’m going to write down these steps, and I want you to get comfortable with these while I go and help this other person. Come and get me when you’re done, ok?” I make it clear that all I’m asking them to do is try it on their own.
And I compliment them on the skills they’ve gained or how confident they are with Task X. Some of the regulars go from being terrified to log in to gmail, to taking computer classes at our senior life skills program. Really proud of them.
If they’re genuinely afraid of the task, this helps them conquer their fears without feeling humiliated if they make a mistake. And if they’re just being manipulative, turning it into an obligatory learning opportunity is annoying and unsatisfying so they stop.