In this chapter you will find information on:

• ∎ why information centres and libraries are targets

• ∎ the causes of aggression and other work-related problems in information

• centres and libraries

• ∎ what is meant by aggression, bullying, conflict, harassment, stress and

• violence

• ∎ whose concern the problem is

• ∎ being constantly alert

• ∎ understanding how such behaviour can affect you physically and

• mentally

• ∎ making sure you are safe

• ∎ deciding if there is a problem

• ∎ first steps to take

• ∎ what to record and how to classify.

Since the mid-1990s the whole scene has moved on as far as aggression, bullying (verbal and non-verbal), conflict and physical violence in the workplace is concerned – people have more legal protection and certainly many know their rights, but there is still a lack of management intervention in many workplaces.

Why information centres and libraries?

Information centres and libraries tend to be places that are easily accessible, warm, informal and welcoming – it goes with the ethos of helping people to find information. As far back as June 1987 The Library Association (CILIP’s predecessor), in its pamphlet Violence in Libraries: preventing aggressive and unacceptable behaviour in libraries (Library Association, 1987), stated:

What are the causes?

There are many reasons why aggression occurs in libraries or information centres. Easy access, long opening hours and friendly, helpful staff all contribute to making libraries and information centres seem welcoming and attractive places to visit. But this in itself can mean that staff are vulnerable, as acts of aggression and violence or generally anti-social behaviour can erupt without warning in today's violent society. Increased pressures on the workforce to improve productivity, de-layering of staff and financial cutbacks resulting in reduced staff numbers – all can contribute to an increase in aggression among both staff and customers. The following also cause problems: