Who Says There’s a Problem?

Abstract

This article compares the concept of the "problem patron" in the library and information science (LIS) and nursing lit-

The ability of public library staff to help homeless people in the United States: exploring relationships, roles and potential

“…This parallels much of the previous research on the views of library staff regarding homeless patrons. While staff are dedicated to serving the needs of all patrons, homeless people can present problems that prevent them from forming close relationships (Cronin, 2002;Lan, 2002;Torrey et al, 2009;Ferrell, 2010). As one participant in the current study stated: 'We have a lot of homeless and mentally ill customers, being in an urban area, on a bus line, and near homeless shelters and mental health facilities.…”

“…With training, we may find that library staff can become effective gatekeepers to formal systems of care for homeless patrons and help to connect these individuals with necessary services. Training programmes that resemble the gatekeeper model have been proposed by a number of scholars in recent years (for example, Gieskes, 2009;Wong, 2009;Ferrell, 2010); however, it does not appear that such training programmes have been widely adopted, nor have they been evaluated for effectiveness. With growing budget cuts to social service agencies and public libraries, it remains to be seen whether such training programmes will be developed in the future.…”

“…The Free Library of Philadelphia works with a non-profit agency to train and hire formerly homeless individuals to serve as restroom attendants and coffee shop workers in the library, thereby reducing problems while helping homeless individuals to engage in the workforce (Price, 2009). As public libraries begin to shift their views of homeless people from problem patrons to worthy patrons, additional innovative opportunities to serve this population should emerge (Ferrell, 2010).…”

“…Public libraries also provide access to lavatories and comfortable places to spend the daytime hours, particularly during the winter months. Meeting the needs of homeless library patrons can present challenges for library staff, as this group can, in some cases, be disruptive to library operations (Lan, 2002;Torrey et al, 2009;Ferrell, 2010). While a few initiatives have been developed to help library staff to better serve homeless patrons, little is known about the helping behaviours that library staff currently use to address issues and needs presented by this population.…”

From Nuisances to Neighbors

“…Ferrell (2010) searched the Library and Information Science Abstracts database from the late 1990s forward, and discovered a consistent presence of articles related to "problem patrons." From a symbolic interactionist approach, Ferrell (2010) proposed that librarians examine who is placing the "deviant" label on a particular patron (p. 144). Ferrell's alternative approach challenged librarians to ask a series of questions to identify who is determining the behavior as "deviant:" the community (through laws and norms); the Library (through policies, procedures, or norms), or the library staff (through their personal beliefs and values) (Ferrell, 2010, p. 145).…”