Our Library 2.0 "Safe Library" training programs for library staffers and leaders cover service, security, safety, supervision, and even a little stress management. Our goal is to help to keep all library employees physically and psychologically safe, making it easier for them to serve all patrons in their facilities.
Dr. Albrecht's podcast recordings and feed are to the right, and following immediately below that is a full list of his blog posts. A full list of paid webinars is to the left.
May 15, 2025
May 29, 2025
Dr. Albrecht's blog posts are below. One of the features of his blog is "ASK DR. STEVE," where readers submit questions and he answers them. To submit a question for Dr. Steve, please email askdrsteve@library20.com.
See all posts HERE.
Eight Ways Why Your Library is Like a Hospital
The similarities are fascinating.
By Dr. Steve Albrecht
Okay, so the library doesn’t take insurance and we aren’t doing surgery in the stacks, but there are some parallels between the two environments, especially when viewed from the eyes of the patients and patrons. Consider these similarities in the hospital and library environments:
Patients and patrons bring their problems, issues, and life struggles through the doors.
Hospitals and libraries can’t pick their customers; they get who walks in the door. People coming into an Emergency Room and into a library may have a lot of the same life struggles: homelessness, mental health issues, substance use addictions, hunger, pain, illness, hopelessness. They come into our medical and library buildings because they want help, support, comfort, information, a cure, or at least a solution, as to what ails them.
Patients and patrons may not be there by choice.
The guys with the pain that radiates across the left side of his lower back can’t figure out what’s going on and doesn’t want to go to the doctor waits until he is agony to stagger in the building. One hospital admit and one kidney stone later, he is wishing he was home.
“Go do your homework at the library and don’t come home until it’s finished!” says the working and frazzled mom to her teenager. So the kid trudges from the school into the library and drops her backpack on a table and grudgingly pulls out her assignments. She’d rather be at the mall with her friends.
Patients and patrons may have never been to the facility, ever.
“I’m here for a medical test they said I need. The parking garage was huge, I’m late, and I don’t know where to go. Information Desk? Check In Desk? Where are the elevators? Am I even in the right building? There are either no signs or they’re just really confusing. Maybe I should just go back home and try this on another day.”
The first time for everything can be nerve-wracking. Libraries can be bright, vibrant, energizing places, with a lot for the eyes and ears to take in. “Which floor do I need to go to get help for my question about my government benefits? Everyone looks busy and moving with a purpose. Who can I talk to? Will they even want to help me? I don’t want to bother the employees but I’m confused.”
Patients and patrons don’t know how the facility operates.
“What does my insurance cover and how come I still have to pay so much of a co-pay? What do you mean you don’t accept my insurance? Can you still treat me if I don’t have insurance?”
“What’s free? What costs? Should I even care how my tax dollars are being used? Does the library still charge for overdue books? How much does it cost to get a library card? Can I use the Internet for free? Will they keep track of the sites I go to? How come they charge me to make copies? Can I really check out a laptop, a tablet, or a video game controller for free?”
Patients and patrons may not always get the positive outcome or the solutions to the answers they seek.
“What do you mean I have high blood pressure and need to take medication? I feel fine! I’m not taking any stupid pills.”
“Why won’t you help me file my income taxes? What can’t you give me free legal advice and help me sue the local government here? What do you mean you don’t have any eclipse glasses? The local TV news said you could get them here.”
Patients and patrons are not always satisfied with the quality of the product or the services they received.
“The doctor was very rude to me. No bedside manner whatsoever. She told me I was pre-diabetic and I needed to lose weight. She’s not the boss of me. I’ll eat whatever I want!”
“Those people at the library kicked my kid out for supposedly staring a fight with another kid from his school. It wasn’t his fault. He didn’t start the fight; he just finished it. No one tells my little angel what to do.”
Patients and patrons are not always right.
“I read on Google that I can treat my dangerously high cholesterol with these special minerals from Australia.”
“The lady from the library told me I didn’t have to pay any way, way overdue fines and I that I could still check out these ten books. No, I don’t remember her name and I don’t see her working today.”
Patients and patrons may not appreciate the little things that are done for them, on their behalf.
People coming into healthcare environments - either as patients or family members of patients - are often under a lot of stress. They can forget that the people providing medical services are doing the best they possibly can on their behalf.
Library employees are not paid the same as medical doctors and nurses, yet they contribute to the good of their communities in important, if different ways. A little courtesy for the efforts of both would be greatly appreciated. Sometimes, you have to give yourself your own praise, if it didn’t come from the person you just helped.
(This content was originally published on January 1, 2025 in Information Today. https://newsbreaks.infotoday.com/NewsBreaks/Eight-Ways-Your-Library-Is-Like-a-Hospital-166690.asp)
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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.
In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. His new book, The Safe Library: Keeping Users, Staff, and Collections Secure, was just published by Rowman & Littlefield.
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 has written 25 books on business, security, and leadership topics. He lives in Springfield, Missouri, with six 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.
"Thank you, thank you, thank you! Thank you for presenting at our staff development day. Our staff has expressed their appreciation for the information and tools you provided. We know the lessons learned will be useful in our day-to-day work. It was a pleasure to have you with us -- even if it was only virtually." - Athens, GA Library
"I wanted to thank you for the session. My husband was listening from the other room and said, 'Wow, that was great!' This was the best library workshop I've been to, and I've been to a lot! The staff was saying the same in emails." - Emily from MI
"Your suggestions of what to say to challenging patrons will really help me once we allow patrons back into the library. Thanks!" - Lori from IL
"Not only have I learned incredibly valuable skills to use in my career as a public librarian, those lessons will have a ripple effect as I teach a course on Social Crisis Management... I always give Dr. Albrecht the credit in the portions of my lecture and presentation. And have first hand experiences using these lessons to support his approach. Thanks again for lending your expertise to ensure that as librarians we can remain safe, keep our customers safe and still deliver on our mission and the meaningful work we do each day." - Jen
"You helped to keep my brain from turning into mush during this long time off. Thank you!" - C. from MO
"I was able to view Library Safety and Security and Interacting with the Homeless. I learned so much and appreciate the education you offered. I became aware of changes, large and small that I can make in my life to enhance how I interact with all people. I do hope our library offers your classes in the future because I did not view all the webinars that I wanted to and I am sure my coworkers feel the same. Thank you again." - Vicki from VA
"I wanted to send you a note of thanks for your webinars... I watched 5 of them and found them to be incredibly informative. Currently I am working with my library's director to put together a situation response manual for safety and security matters that apply to our own library... What you have shared has been very useful to help set up some guidelines and decide a good direction for training within our organization. Thank you so much for sharing your insights." - Jennifer from IN
"Thank you for the great content. I appreciate it." - Carmen from MT
"[I] found [your webinars] extremely helpful and informative. Thanks again and stay safe!" - Christine from PA
"I remember when you came to our Annual Employee Training Session and presented a terrific class. I was able to view all of your webinars during this time and I learned so much. Your generosity of spirit during this pandemic is truly appreciated and your kindness will be remembered. Thanks again and Cheers." - Bernadette from CA
"We have watched a couple of [your webinars] in the past and they always provide a great approach to issues that are becoming more and more common in public libraries." - Rod from TX
"Your webinars were educational and inspiring." - Karen from GA
"I have recently watched all your webinars... (this begins to sound like a groupie saying, "I have all your records!") and I'm so grateful to have had the opportunity to learn from them. They were probably the best work at home professional development material I encountered in the two months my library has been closed. I've worked in public libraries since 1988 and everything you said makes sense in my experience. I look forward to putting what I learned from your webinars to use when we eventually reopen to the people the library exists for. Many thanks!" - Barbara from BC Canada
"I've learned a lot from your diverse offerings as I knew that I would. I listened to 4 of your webinars at this run. I also attended your talk last year at one of our branch libraries. I hope that your presentations remain in my mind and that your practical, philosophical and respectful methods of engagement can be brought forth in times of need." - Deborah from CA
"We don't always take the time to do online courses or participate in webinars because of time and money restraints. We have been lucky to have the time now to take advantage of these opportunities. Your webinars really pack a lot of info in the time allotted. Your observations and surveys conducted with staff across the country made this applicable and the reality. Many of the situations described sound like our day to day interactions with patrons. Again thank you so much for these valuable webinars. I hope we will be open soon and able to put your tips into practice." - Kathy from MD
"I’ve really enjoyed all of your webinars, especially the ones about security and challenging patrons, and I’ve gained some useful knowledge that I can utilize at my library. I hope you have a wonderful day! Thanks again!" - Deborah from OH
"You're the best of the best." - Nick from CA
"I have found your webinars especially helpful during this time of stay-at-home orders and the inability to report to work for my daily schedule. (My branch is closed indefinitely.) I have especially found "Interacting with the Homeless" and "Stress Management for Library Staff" as the most help to date. I have been doing daily meditation as a stress reliever and taking time to find happiness despite all that is taking place in this world.... having this opportunity to listen to your thought-processes is very invigorating and life-changing. Thank you from the bottom of my heart." - Danielle from MD
"[Y]ou've expanded our minds and helped us greatly with your generosity. Thank you for all that you do, I appreciate it immensely." - Valerie from TX
"Thank you very much for your work and very good webinar." - Donna from IN
"I appreciate your vast knowledge on patrons and safety situations." - Mary from IL
"I've long wanted to explore your work, and have enjoyed and learned from 4 of your webinars so far, with plans to view them all. They are excellent! I am charged with leading our staff around issues of safety and security in our rural system, and you are a clear and dynamic voice in our field. I really appreciate your experience, knowledge, and presentation style, down to talking fast to get the most information into the time of the presentation! Hopefully, I'll be able to obtain the new edition of your book soon, as I hope to keep these themes as relevant currents for the duration of my career." - Kimberlee from CA
Additionally:
"Thank you for your wonderful `Safety and Security in the Library' presentation. I so appreciate that you were able to join us virtually this year and share your knowledge on these topics with our library staff. I look forward to exploring some of the resources you shared with us."
"Thanks so much for recording the presentation. It was fantastic!"
"Thank you, Dr Steve, for your presentation today. It was very helpful and insightful. Your subtle humor also lightened the mood."
"I wanted to reach out and thank you for all the information that you gave in your webinar on conducting a library facility security assessment."
Watch Dr. Steve Albrecht on video and onstage, as he presents his safety and security workshop, "Dealing With Challenging Patrons" to a live library audience. 45 minutes for unlimited staff showings at a one-time $495 fee or included in any all-access pass program.
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