Section: HOW DO YOU MANAGE: CASE STUDY
ANALYSIS I
Grieco asks a valid question: Why isn't there security in the library at the entrance/exit at all times? What would happen if someone tried to steal library materials? Similar to the aftermath of September 11, it is perfectly natural for people to be more cautious after the Virginia Tech incident. But this doesn't excuse Grieco's and Trainer's behavior. They did not act immediately. They were helping other students, so it took a minute. If they were that scared, why didn't they call security immediately? It would have been appropriate to tell the students they were assisting that they would be right back and then head to the phone to call security before approaching the student. Once they were in the vicinity of the shouting, they could have reassessed the situation. If they were then too nervous and scared to approach the shouter, they could have at least escorted the two victims out of harm's way to a nearby office. This would have kept them all out of range of the verbally abusive student and potentially avoided a public relations nightmare.
Nonetheless, Hanrahan's response is reactionary and insensitive. Since he didn't ask if they did "XYZ" from the written policy, one has to assume there isn't one. So, instead of belittling his employees because he has a potential mess on his hands, Hanrahan should think of this incident as an opportunity to develop a security policy. Maybe this is the disaster he needs to get funding for full-time security in the library. Also, Hanrahan should have just gotten the facts from Grieco and Trainer, who were obviously still pretty shaken up. To grill employees with "why" questions at this stage is only going to cause a backlash.
Sure, no one wants a PR fiasco, but Hanrahan's first responsibility is to the employees who run the daily operations of the library. He doesn't need an internal rift among the library staff. There could be an even bigger mess if Grieco contacts a lawyer. A lawyer looking for a high-profile case could cause serious turmoil for Hanrahan and damage staff morale if everyone feels the need to be overly cautious about what they say and do. So, Hanrahan should first do damage control by speaking with Grieco to persuade her not to contact a lawyer.
It is still not too late to smooth things over with the two female students. Perhaps they would be interested in serving on an exploratory committee on library security that could urge the university president to provide funding. Grieco and Trainer are also good candidates to be on this committee. When they meet with the college/university president, no one else could speak more passionately about this than those who experienced it firsthand.
Hanrahan should see this as an opportunity to develop advocates for security in the library and not as a public relations mess. This is also an opportunity for the university community to develop a security policy and get intervention training. A campus security policy would lead to more interaction among campus units, which can then better assist security and campus police. If we learn anything from past events such as the incident at Virginia Tech, it should be that security is everyone's concern and obligation. After all, your life may depend on it.
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By La Loria Konata, Policy Studies Liaison Librarian, Georgia State University Library, Atlanta
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