3M Library Security System | Training Your Staff |
Scenario #1
The library staff person mistakenly neglects to desensitize a marked item when checking out the patron’s materials, or the patron accidentally removes marked materials from the library.
After asking the patron to return to the counter, a typical response might be, “Excuse me, did I forget to check out one of your items?” — or — “Did you perhaps pick up one of the library’s books with your own things?” These are courteous questions, and they don’t accuse the patron of theft. Be sure to smile and ask the questions in a friendly,
Process and desensitize all items again. If you discover an item that hasn’t been properly checked out, never accuse the patron of stealing. Simply act as if the error was an oversight — it more than likely was. If the patron causes the alarm to sound again, follow the policy that your library has established for possible theft of materials.
Scenario #2
If a patron denies having any library materials after sounding the alarm, follow your library’s policy for theft.
Scenario #3
If a patron bolts and runs out of the library after sounding the alarm, follow your library’s policy for theft.
Responding to alarms is a sensitive situation, but can be handled confidently and effectively as long as your library has established procedures AND your staff has been fully trained in following them.
Unwanted Alarms
The detection system is virtually free of false alarms. Occasionally the detection system may alarm and the staff will find that the patron does not have unauthorized library materials. The patron may have carried items with active strips into the library. “Unwanted alarms” are alarms caused by active security strips on items carried into the library. If the following items have active security strips, they may cause unwanted alarms:
SBooks from another library or book store
SAudio and video cassettes from video rental and music stores
SOther items from retail stores
Other security system users may check out, lend, or sell protected items without desensitizing the security strips. These items will cause unwanted alarms as the patron enters or exits the library. Unwanted alarms will cause concern and added work for the library staff. Unwanted alarms are generally infrequent and will vary depending on the patrons and on the proximity of your library to locations that are releasing materials containing active security strips.
Because it is not possible to distinguish between unwanted alarms and alarms with potential book loss, all responses to alarms must be consistent and follow your management policies. If patrons see no response to alarms, the detection system becomes less effective. When you decide that an active strip on an item from outside your library caused an alarm, follow these steps:
1.Explain the problem to the patron.
2.Verify that all of the patron’s library materials are properly checked out.
3.Allow the patron to exit the library.
Many patrons will learn from the experience and will not carry items that may cause alarms into the library.
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E 3M 1999 September | ||
