Back to School – Team Rooms

As kids are going back to school, we thought it was the perfect time to send out some reminders as well as scenarios/scripts for handling some of the more regular conflicts that can come up. This is the second post in a series of “Back to School” tips.

 

Team Rooms

Here are the rules for use of the team rooms:

  • You must reserve a Team Room to use it.
  • You can reserve the room on the library website or on the iPads located outside of the Team Rooms.
  • You must have an active library card to reserve a Team Room. [doesn’t have to be in good standing]
  • You can reserve rooms for a total of three hours a day.
  • You can not reserve more than one room at the same time.
  • Room can be reserved up to seven days in advance.
  • At least one person in the Team Room must be 14 years old or older.
  • Once you arrive at your room, you must check in at the iPad on the outside of the room.
  • If you do not check in within 15 minutes of the start time of your reservation, your reservation will be cancelled.
  • All computer and customer conduct policies apply within the Team Rooms.

Along with the rules, it’s also important users know that they are expected to pick up their trash before leaving the room. If you notice a group leaving a team room and there is trash anywhere but the trashcan, please ask them to return and clean up. We’ve hidden some wipes in the staff cabinet in the area, so if you notice any sticky messes, you can get those out to clean up or have the person/group clean it up.

Scenario 1: A group of kids of varying ages (8-14) are moving between two team rooms. They have signed in on the iPads. You’ve received a noise complaint from a customer who says they are talking too loudly, both inside and outside of the rooms, and keep slamming the doors as they move in an out of the different spaces.

Potential Response:
To the customer making the complaint: Thank you for sharing your concerns. I’ll talk with them right away.
To the group of children in each of the team rooms: I’ve received a complaint about the noise level of your group and I noticed that you’ve been moving between two different team rooms. You’ll have to pick a room to stay in, as it can be distracting to other people when doors are constantly being opened and closed. You also need to keep your voices down, as these rooms aren’t soundproof. If I receive another complaint I’ll have to ask you all to leave for the night because it’s against our Customer Conduct Policy.
(If the groups are still in the team rooms when you are getting off shift, please inform your replacement about the conversation you’ve had already and the consequences you’ve shared with the group)

Scenario 2: You’ve received another complaint regarding the same group that you just spoke with.

Potential Response:
To the customer making the complaint: Thank you for sharing your concerns. I’ll talk with them right away.
To the group of children in each of the team rooms: I’ve received another complaint about the noise level of your group. You were told that if we received another complaint you’d be asked to leave for the night, since you’ve broken our Customer Conduct Policy. Please gather your items and I’ll walk you to the door.
(Walk with the group all the way to and out the door and let them know that they’re welcome to come back tomorrow as long as they are able to follow our Customer Conduct Policy. After walking them out, inform Security that you have asked that group to leave for the evening.)

 

The clearer our expectations and messaging are at the beginning of the school year, the easier the school year will be for all customers and staff. Thanks for your help in making sure kids feel safe and welcome in the library!

 

We’re here to help if you have any questions and to support you in your work!

Your Public Services Team – Marie, LeAnn, Autumn and Debbie

5 thoughts on “Back to School – Team Rooms

  1. Luanne Webb on said:

    If we find that no one in the room is 14+ (ie, during scenario 1), do we advise them of the rule and ask them to leave the team room?

  2. Debbie Stanton on said:

    Great question, Luanne! Yes, if no one in the room is 14, then you can let them know about the rule and ask them to find another space to meet or gather, such as in The Edge (if they’re old enough) or in the Children’s area.

  3. Lissa Staley on said:

    “At least one person in the Team Room must be 14 years old or older.” Oops — I didn’t realize this was a rule and my own children have been breaking it repeatedly. On our public website, the rules are hidden behind a collapsed clicky-thing (pardon this non-technical term) and not obvious to those making reservations. If this is a rule we are going to start consistently enforcing, some short term signs might be useful to give staff some support. Otherwise I think the ipads have a link to “Rules” and I’ll check there so I”m prepared to show people when enforcing this rule if needed. These posts are helpful, thank you!

  4. Debbie Stanton on said:

    Yes, the Rules tab from the iPads is where I actually pulled the listed rules from for this post, so you’ll find it word-for-word. It is also written the same way in the drop-down box on the website.

    These are the rules as currently written. They are not encoded in policy in any way. We are more than open to discussing the rules to make sure they meet our customers’ needs.

    Thanks!