An Exploratory Research on Deviant Behaviors of Problem Patrons in Taiwan’s Public Library

Abstract

Patrons of public libraries are more diverse and complex than those of other types of libraries, implying potentially more unexpected and difficult situations. Negative emotions such as frustration and anxiety are generated among librarians when they must handle problem patrons, an effort that may influence the work efficiency of librarians and their physical and mental health. This study conducted a semi-structured in-depth interview, using public service librarians in Taiwan as subjects, to explore the categories of problem patrons and their behavioral characteristics. According to the results, the behavioral characteristics of problem patrons can be divided into 6 categories: interfering with others, violating library regulations, influencing library works, improperly using resources and facilities, breaking laws, and exhibiting a psychological disorder as well as violating social norms. On the basis of the research results, this study offers suggestions for future reference when public libraries must handle problem patrons.

Keywords

• Problem patron;Challenging patron;Public service librarian;Public library;Public service