The patron complains. Though freely admitting the wine he spilled has ruined the book, he objects to the library's policy. He will not pay the replacement cost as directed. He insists on purchasing a replacement of his own choice. He claims the book was an old one and that the library would certainly not be purchasing it again. He is, once again, apprised of the library's policy. He displays anger. The clerk tells him that he (the clerk) does not have the authority to do anything other than explain the library's policy. If the patron does not wish to comply with the policy, he must then present his complaint to the head of circulation, who is not presently available. The patron leaves in a huff.
The following day, the patron returns and chats merrily with the circulation clerks at the desk while waiting for the head of circulation to appear. She appears. The patron remains jolly, tells the circ head that he has ordered a book in replacement and that he will bring it to the library as soon as it arrives. The head of circulation tells him that the library will not be able to accept his book. She explains to him that the library reserves the right to decide whether or not it will replace a damaged book with the same title. It is the library's property that has been ruined and the library reserves the right to assign value to its own property. The patron is furious. He states that this is his final offer. The head of circulation tells him that she is sorry that he values his library so little that he is willing to lose his privileges over this matter. The patron counters that that has nothing to do it and demands to speak with the head of circulation's supervisor. The administrative head is in Harrisburg attending a conference, but will return on Monday. The patron says he will be back. He is very angry. He leaves in his second huff.
This small drama is unfolding at the Bethlehem Area Public Library, a library that is locally famous for its friendliness and for its service to its patrons. However, the library is a library--a traditional, public library, an arm of the government. The library has its policies, for better and worse. The patron is an arrogant sunovagun. Who can say why he has chosen this battle. He is not financially deprived. He might be the first to say that has nothing to do with it.
So what does have what to do with what? What is the beef, really? Most likely impossible to know where he's coming from. But the library is coming from policy. For better or worse.
Monday the administrative head will return, for sure. My money's on the patron returning as well.
To be continued . . .
The following day, the patron returns and chats merrily with the circulation clerks at the desk while waiting for the head of circulation to appear. She appears. The patron remains jolly, tells the circ head that he has ordered a book in replacement and that he will bring it to the library as soon as it arrives. The head of circulation tells him that the library will not be able to accept his book. She explains to him that the library reserves the right to decide whether or not it will replace a damaged book with the same title. It is the library's property that has been ruined and the library reserves the right to assign value to its own property. The patron is furious. He states that this is his final offer. The head of circulation tells him that she is sorry that he values his library so little that he is willing to lose his privileges over this matter. The patron counters that that has nothing to do it and demands to speak with the head of circulation's supervisor. The administrative head is in Harrisburg attending a conference, but will return on Monday. The patron says he will be back. He is very angry. He leaves in his second huff.
This small drama is unfolding at the Bethlehem Area Public Library, a library that is locally famous for its friendliness and for its service to its patrons. However, the library is a library--a traditional, public library, an arm of the government. The library has its policies, for better and worse. The patron is an arrogant sunovagun. Who can say why he has chosen this battle. He is not financially deprived. He might be the first to say that has nothing to do with it.
So what does have what to do with what? What is the beef, really? Most likely impossible to know where he's coming from. But the library is coming from policy. For better or worse.
Monday the administrative head will return, for sure. My money's on the patron returning as well.
To be continued . . .
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