Abstract
Summary Front-line library staff members often encounter “problem patrons” —those patrons who put others in fear for their own physical security, whether or not that fear is ultimately justified. This article identifies the risks and suggests some precautions, including: defusing anger at the service points through improved interpersonal communication techniques and staff training, drafting policies and procedures to help guide staff as they deal with incidents, and improving the security of library buildings. Legal issues surrounding library security also are examined.
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