Abstract
A survey of frontline library workers (n = 527) was conducted to explore experiences with third-party violence and incivility. Questions covered a variety of issues including policies and procedures, working conditions, and new services and users. The findings speak to tensions located at the intersection of the twenty-first-century library as community anchor and the day-to-day realities of library work on the ground, especially in branches located in distressed and depressed areas. These findings suggest that organizational dysfunction is occurring in the form of a discursive divide between differently situated workers in the library hierarchy. Recommendations include the need for alternative research methods, theoretical frames, and interdisciplinary approaches taken from library and information science and social work. As an underresearched area, a call for renewed action is made.
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