Book contents
- Frontmatter
- Contents
- Acknowledgements
- Glossary
- Introduction
- 1 Current concerns worldwide
- 2 Are you at risk?
- 3 The business case
- 4 Risk assessment
- 5 Carrying out risk assessments
- 6 Advice, guidance and legislation galore
- 7 Now is the time for you to act!
- 8 Dealing with aggression and violence
- 9 Support you can expect after an incident
- 10 You are not alone
- Appendices
- Index
- Setting Up a Library and Information Service from Scratch
2 - Are you at risk?
Published online by Cambridge University Press: 10 September 2022
- Frontmatter
- Contents
- Acknowledgements
- Glossary
- Introduction
- 1 Current concerns worldwide
- 2 Are you at risk?
- 3 The business case
- 4 Risk assessment
- 5 Carrying out risk assessments
- 6 Advice, guidance and legislation galore
- 7 Now is the time for you to act!
- 8 Dealing with aggression and violence
- 9 Support you can expect after an incident
- 10 You are not alone
- Appendices
- Index
- Setting Up a Library and Information Service from Scratch
Summary
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:
The success of the service (offered to customers) very often depends on these attributes – but this same openness can mean that staff are vulnerable in the face of anti-social behaviour. It is important not to lose sight of the positive aspects of library and information services when considering the subject of violence, but nevertheless forward planning and good management practices can avoid or alleviate situations where staff find themselves in danger, or afraid or unable to cope.
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:
- Type
- Chapter
- Information
- Managing Stress and Conflict in Libraries , pp. 13 - 26Publisher: FacetPrint publication year: 2013