Ellie Powys County Council would have corporate arrangements for this, so the same approach would be taken in archives, libraries, leisure centres and so on - our H&S intranet gives a link to the HSE http://www.hse.gov.uk/pubns/indg69.pdf, which would form the basis of our corporate arrangements on dealing with "Violence at Work" - sounds a bit extreme, but the same principles of record keeping, risk assessments, safe systems of work, would apply to relatively mild, as well as extreme situations. Hope this helps. Catherine ************************************************************************************** Catherine Richards County Archivist/Archifydd y Sir Powys County Archives Office County Hall Llandrindod Wells Powys LD1 5LG Tel: 01597 826086 Fax: 01597 826087 http://www.powys.gov.uk/archives _____ From: Archivists, conservators and records managers. [mailto:[log in to unmask]] On Behalf Of David Mander Sent: 05 November 2010 10:11 To: [log in to unmask] Subject: Re: Readers v staff Ellie, There are some useful principles you can draw on in the Public Services Quality Group Access Standard, still available on the NCA pages at http://www.nca.org.uk/research_and_development/access_standard/ Section 8 has principles which cover user responsibility. It is helpful to tell users what to expect when using a service - including what they can legitimately expect of staff - as part of a customer charter which they sign up to through the visitors register. David Mander OBE PSQG Steering Group member 159 Alexandra Park Road London N22 7UL 020 8889 4353 07970 215851 _____ From: Archivists, conservators and records managers. [mailto] On Behalf Of Ellie Pridgeon Sent: 05 November 2010 09:54 To: [log in to unmask] Subject: Readers v staff Dear all Does anyone have policies in place for dealing with readers who misbehave or are unpleasant to staff members? What's the best way to deal with these situations? I would very much like to hear what people have to say on this matter. Thanks Ellie Dr Ellie Pridgeon Archivist and Librarian Wiltshire Heritage Museum 41 Long Street Devizes SN10 1NS Telephone: 01380 727369 Our White Horses and Hill Figures Exhibition is now on! The Wiltshire Heritage Museum and Library are owned and operated by the Wiltshire Archaeological and Natural History Society (WANHS). Funding comes primarily from private sources, but also through annual grants from Wiltshire Council, Devizes Town Council and parish councils, as well as other sources for specific projects. Nothing in this e-mail message amounts to a contractual or any other legal commitment on the part of the WANHS unless confirmed by a signed communication on official paper. For further information about the Society and Museum visit www.wiltshireheritage.org.uk. Founded 1853. Registered Charity No. 1080096. A Company Limited by Guarantee Registered in England No. 3885649, 41 Long Street, Devizes, Wiltshire, SN10 1NS Contact the list owner for assistance at [log in to unmask] For information about joining, leaving and suspending mail (eg during a holiday) see the list website at https://www.jiscmail.ac.uk/cgi-bin/webadmin?A0=archives-nra Contact the list owner for assistance at [log in to unmask] For information about joining, leaving and suspending mail (eg during a holiday) see the list website at https://www.jiscmail.ac.uk/cgi-bin/webadmin?A0=archives-nra ----------------------------------------- Cyngor Sir Powys County Council www.powys.gov.uk Mae'r e bost hwn ac unrhyw atodiad iddo yn gyfrinachol ac fe'i bwriedir ar gyfer y sawl a enwir arno yn unig. Gall gynnwys gwybodaeth freintiedig. Os yw wedi eich cyrraedd trwy gamgymeriad ni ellwch ei gopio, ei ddosbarthu na'i ddangos i unrhyw un arall a dylech gysylltu gyda Cyngor Sir Powys ar unwaith. Mae unrhyw gynnwys nad yw'n ymwneud gyda busnes swyddogol Cyngor Sir Powys yn bersonol i'r awdur ac nid yw'n awdurdodedig gan y Cyngor. This e mail and any attachments are confidential and intended for the named recipient only. The content may contain privileged information. If it has reached you by mistake, you should not copy, distribute or show the content to anyone but should contact Powys County Council at once. Any content that is not pertinent to Powys County Council business is personal to the author, and is not necessarily the view of the Council. Contact the list owner for assistance at [log in to unmask] For information about joining, leaving and suspending mail (eg during a holiday) see the list website at https://www.jiscmail.ac.uk/cgi-bin/webadmin?A0=archives-nra