2024 HLA Conference

In this presentation, Marissa Ajamian Grossman will discuss empathetic enforcement, its positive impact at the Liliha Public Library, and provide practical tools for implementing empathetic rule enforcement at other libraries.

When she became the Branch Manager at the Liliha Public Library, Grossman faced the daunting task of handling consistent rule-breaking that often led to escalated and sometimes violent situations. To counteract these situations, she put into practice an empathetic rule enforcement strategy. This type of enforcement focuses on building relationships and problem-solving instead of punishment. Since changing the rule enforcement style at the Liliha Public Library, there have been fewer escalated incidents, better relations with patrons, and improved staff morale. This method has made the Liliha Public Library a more welcoming community space for patrons, where there are clear boundaries around acceptable behavior.