New Webinar - "Patron Behavior Management: Six Key Decision Points"

Patron Behavior Management:
Six Key Decision Points
Part of the Library 2.0 Service, Safety, and Security Series with Dr. Steve Albrecht

OVERVIEW: 

When it comes to the wide range of patron behavioral issues, it’s not always easy to know what to do. There is no perfect solution for every situation. It can help to apply some structure to how staff and the PICs decide how to handle issues that can range from pretty easy to highly vexing.

There are Six Decision Points that every library employee, at every level, can use quickly, intuitively, and in a timely manner to keep the peace. They are: 

• What does my Intuition tell me to do?
• What does our current Code of Conduct tell me to do?
• Which of our service, safety, or security Policies apply in this situation?
• What does the Law require I do? Are there local/municipal, state, or federal laws being broken by the patron?
• What is our Usual Approach to this situation, as in what does the culture we have created for our library suggest I do?
• Is my response going to be Reasonable?

LEARNING AGENDA:

• How to apply these six choices, for almost every patron behavioral concern.
• How to conduct the necessary research as to what policies, laws, and your Code of Conduct suggest we do to create a safe and peaceful library for all users.
• How to train all staff to use these six reminders as their “think fast, on their feet” guidelines.
• The importance of identifying the elements of the “library culture” for each branch in your system.

DATE: Thursday, July 10th, 2025, 2:00 - 3:00 pm US - Eastern Time

COST:

• $99/person - includes live attendance and any-time access to the recording and the presentation slides and receiving a participation certificate.
• To arrange group discounts (see below), to submit a purchase order, or for any registration difficulties or questions, email admin@library20.com.

TO REGISTER: 

Click HERE to register and pay. You can pay by credit card. You will receive an email within a day with information on how to attend the webinar live and how you can access the permanent webinar recording. If you are paying for someone else to attend, you'll be prompted to send an email to admin@library20.com with the name and email address of the actual attendee.

If you need to be invoiced or pay by check, if you have any trouble registering for a webinar, or if you have any questions, please email admin@library20.com.

NOTE: Please check your spam folder if you don't receive your confirmation email within a day.

SPECIAL GROUP RATES (email admin@library20.com to arrange):

• Multiple individual log-ins and access from the same organization paid together: $75 each for 3+ registrations, $65 each for 5+ registrations. Unlimited and non-expiring access for those log-ins.
• The ability to show the webinar (live or recorded) to a group located in the same physical location or in the same virtual meeting from one log-in: $299.
• Large-scale institutional access for viewing with individual login capability: $499 (hosted either at Library 2.0 or in Niche Academy). Unlimited and non-expiring access for those log-ins.

DR. STEVE ALBRECHT

Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons.

He has written 27 books, including: Library Security: Better Communication, Safer Facilities (ALA, 2015); The Safe Library: Keeping Users, Staff, and Collections Secure (Rowman & Littlefield, 2023); The Library Leader’s Guide to Human Resources: Keeping it Real, Legal, and Ethical (Rowman & Littlefield, May 2025); and The Library Leader's Guide to Employee Coaching: Building a Performance Culture One Meeting at a Time (Rowman & Littlefield, June 2026).

Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.
He lives in Springfield, Missouri, with seven dogs and two cats.

More on The Safe Library at thesafelibrary.com. Follow on X (Twitter) at @thesafelibrary and on YouTube @thesafelibrary. Dr. Albrecht's professional website is drstevealbrecht.com.

 

OTHER UPCOMING EVENTS:

July 8, 2025

 July 11, 2025

 July 18, 2025

August 2025

THE CONFERENCE IS BEING POSTPONED UNTIL AUGUST.
MORE INFORMATION WILL BE POSTED HERE WHEN THE DATE IS SOLIDIFIED.