How Do You Manage? Case Study: Interference

By Michael Rogers -- Library Journal, 2/1/2008

Mary Anne “Kat” Katsoulas, Margaret Newell, and Rhonda Samet rode along in Kat's Honda on their way back from a quick lunch. The trio were gabbing when the familiar guitar riff from a song of their youth spewed from the radio. “Well, she got her daddy's car and she cruised through the hamburger stand, now.” Riding shotgun, Newell cranked the volume, and together the women shouted, “seems she forgot all about the library like she told her old man, now!” and burst into laughter.

“That was always my favorite part,” Newell said.

Katsoulas turned into the Butler Public Library's parking lot. “Back to the grind, ladies,” Samet said from the back seat. “Let's hope it's nice and quiet.”

Newell and Samet took their posts at the circ desk. Katsoulas was heading for the children's room just as a woman stomped in from the street, all but dragging a child by the arm. The boy's nose was running, and he wiped it with his free hand and sleeve.

“Didn't I tell you not to do that?” the woman said. She twisted the boy's wrist, the pain registering on his face. “Where are the tissues I gave you?”

“In my pocket,” he winced.

“Then use 'em,” she said and pulled the child into the stacks.

“Tear the kid's arm off why don't you, lady,” Newell said under her breath to Samet, who just shook her head.

Minutes later, the woman, now with several volumes under her arm, dragged the boy from the rear of the library to one of a half-dozen small tables in the middle of the main floor. She dropped the books on the table and whipped the boy around to a chair and pushed him into it. “I gave up my afternoon for this, so you'd better look through these books to find what you need for your report,” she said threateningly. “And wipe your damn nose. I'm going to the bathroom. You'd better be working when I get back.” She stomped away, leaving the boy alone.

Obeying, the boy took a notepad and pencil from his coat pocket and opened one of the books. He wiped his nose on a tissue and sniffed. He flipped through the pages of the book, then closed it. After going through all four books, he began drawing on his pad.

The librarians were at the desk checking out books when they heard the first slap. Newell, Samet, and patrons turned to see the enraged woman standing over the boy with her hand raised as he covered his head with his arms.

“Didn't I tell you to get to work?” she hissed through clenched teeth, slapping the boy. “Didn't I?” she said and struck him a third time, “and now I catch you here drawing.”

“I looked through the books; there's nothing I can use in them,” he answered, his head down to protect his face.

“Don't give me that,” she said, slapping him again. “How could you have looked through all those books so fast.”

“I did,” he said. The boy was crying now, his nose running harder than ever.

“Don't lie,” she said, grabbing the boy by his hair. “Now cut the nonsense and get to work.” The boy rubbed his head and wiped his nose and eyes, looking up through his fingers to determine if the assault was over.

The librarians and other patrons stood still, stunned at the violent display.

“God, that poor kid,” a patron said. “Imagine having that for a mother.”

Newell grabbed Samet's arm and whispered, “Should we call the police?”

“I don't know,” Samet answered. “I don't know what to do.”

ANALYSIS I: Call Cops and Manager

By Jessica E. Connelly, Manomet Branch Librarian, Plymouth Public Library, MA

Samet and Newell are in a violent and potentially dangerous situation, not only for this child but also for themselves and their patrons. They need to understand that this is time for strong action. They have witnessed a spectrum of negative and inappropriate behavior, including foul language, verbal abuse, psychological abuse, and, ultimately, physical abuse and violence.

This is not an ambiguous situation. This level of abuse supersedes any innate reluctance they may feel toward intervening in a parent-child relationship or any fear that they may be outside their library's protocol.

Ideally, Samet should be on the phone calling the police, giving them a full report, and requesting an officer, immediately. Simultaneously, Newell should be calling the librarian in charge (we'll consider it a woman here), informing her of the situation and making it quite clear that she is needed on the main floor. From that point, the librarian in charge should take the lead as to how to proceed before the police arrive.

The librarian in charge has several options. She can take no action and wait for the police. It is a safe option for herself and her staff. However, even with the police on their way, the safety of the child and the reputation of the library are at stake. Calling the police is the necessary first step in protecting this child and sending an important message to the community that violent, dangerous, and other inappropriate behaviors are not acceptable in this facility.

In the meantime, as the mother shows no sign of stopping the abuse on her own, the librarian in charge should consider, with one or two other staff members, approaching the woman and telling her that the police are one their way and that she needs to step away from the child. Lawfully, it may not be the library's role to protect this child, but it is certainly within its role as a member of the community.

Libraries, as public spaces, cannot, reasonably, be expected to police the behavior and conduct of each of its patrons, but it does have a duty to sponsor a safe environment when it can. Were this situation one of two adults physically fighting, staff would call the police, and the altercation would be stopped. Failing to take decisive, immediate action here condones the mother's abusive behavior and perpetuates an image that unlawful and violent behavior is acceptable.

Three slaps is clear abuse to anyone; as such, it is just as likely that a patron could already be on the phone to the police. Samet and Newell, if unwilling to call the police themselves, should at the very least contact the librarian in charge, as the police may already be en route. If Samet and Newell elect neither to call police nor the supervisor, they would need to be spoken to to discern their interpretation of the events and to remind them of the role of safety in the library's mission.

Afterward, the librarian in charge should ensure that her entire staff know that they are empowered to trust their instincts and take action, particularly in matters of their own or public safety. She should also remind them that supervisors are there to support them and that they should have no hesitancy in calling a supervisor or a director for help at any time. As such, the supervisor should stay informed as to the details of this case as it proceeds and keep her staff informed. As a community, it is quite likely they will see this family again.

ANALYSIS II: Intercede Immediately

By Andrew Harant, Manager, Children's and Youth Services, Lakewood Public Library, OH

What a nightmarish scene, not only for the boy but also for the library in dealing with possible public relations and legal issues as well as concern and sympathy for this child. Firstly, Newell or Samet needs to intercede immediately to stop the mother's behavior. Most, if not all, libraries have policies that prohibit fighting or verbal and physical harassment. The mother must be notified that her behavior is out of line.

While one staff member approaches the mother, the other should call the police, then inform the supervisor in charge as to the situation. Calling the police is the correct decision here as this assault may be criminal. Staff must be empowered to make spot judgments as they enforce library rules that ensure safety and proper behavior within the building.

If the police are not summoned by Newell and Samet, they may arrive anyway in response to a call from a patron. Having the library immediately report the incident puts it in a better position to handle this situation and any subsequent public relations or legal matters.

However, it's quite probable that this mother will leave before the police arrive. In that case, it is crucial that Newell and Samet report the incident in as much detail as possible, so that the supervisor has enough information to make a police report. When first approaching the mother, they should attempt to discover her name and the name of her child. If names are not obtained, I'm not sure how much the police or family services can do after the fact.

With earlier intervention, the actual assault may never have occurred. Instead of muttering under her breath to Samet after observing the mother's entrance, Newell could have approached the mother and asked if she needed assistance. This simple action may alert the mother that she is now in public and that people are noticing her. If the library has a policy against verbal harassment or profanity, staff could have also admonished the mother for that. Most certainly, they should have intervened after witnessing the first slap. Questioning a person's parenting techniques is usually a touchy and volatile subject, but no one should be allowed to hit another person in the library, regardless of the relationship. Any of these steps may have prevented the child from being beaten in this instance.

Unfortunately, the library's ability and responsibility to protect the boy ends when he leaves with his mother. The library is responsible to provide a safe environment conducive to use of the facility for all patrons and staff but only while they inhabit library premises. By early intervention, the assault may not have happened in the library but could have easily occurred back at home. Police and family services work to protect children outside of the library, but allowing the situation to worsen to the point where they need to be called is not a good solution either.