The new library workplace : not so quiet -- Three keys to a safer library : security-aware staff, creative customer service skills, and enforced codes of conduct -- Challenging patron behaviors -- Common types of challenging patrons -- Understanding threats and getting help -- Workplace violence: awareness, prevention, and response -- Conducting your own site security survey -- Community partnerships : law enforcement, mental health, and homeless services -- Staff development for a safer library : results, not just rules -- Library security survey checklist -- Sample library security suggestions for site survey reports -- Sample staff training exercises -- Want less stress? : try more B.R.E.A.D.S.