ISLMA Presentation November 8, 2008
The following handout was given with permission by Patrick Jones:
The A.R.T. of working with teens in school and public libraries
Below are twenty five possible scenarios regarding teen customer behavior in a school or public library. Determine, then discuss, what is the best response to each behavior from these three choices:
A: Accept: while the behavior is perhaps annoying perhaps, it is acceptable in a public place
R: Redirect behavior: approach customer, explain why behavior is not acceptable
T: Terminate behavior: ask customer to leave (may also lead to trespass)
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1. Group of teens leaving pile of books, magazines, and empty pop cans on table in teen area |
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2. Group of teens consistently talking loudly in teen area |
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3. Group of teens occasionally talking loudly in teen area |
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4. Adult talking loudly on cell phone by information desk |
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5. Group of teens eating in the teen area |
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6. Teen snapping gum loudly by information desk |
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7. Teen talking quietly on cell phone in teen area |
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8. Two adults talking loudly by information desk |
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9. Teen viewing images which could be considered pornographic in computer lab |
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10. Group of teens occasionally talking loudly in computer lab |
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11. Group of teens crowded around a table talking (not loudly) about a school group project |
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12. Senior age adult talking loudly by information desk |
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13. Adult playing poker or other online card game for over two hours |
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14. Teen viewing documents with profanity in teen area |
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15. Teen using profanity to a staff member |
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16. Adult asking every day for guest pass to use computer |
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17. Group of teens playing Runescape or other game on computer for over four hours |
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18. Group of teens crowded around a table talking (not loudly) about professional wrestling |
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19. Teen listening to music on headphones loudly in teen area |
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20. Toddler crying / screaming in children's room |
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21. Teen listening to music on headphones loudly in computer lab |
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22. Teen asking every day for guest pass to use computer |
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23. Adult viewing images which could be considered pornographic in computer lab |
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24. Group of teens in front of library smoking |
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25. Group of teens pushing / chasing in teen area |
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