Boundary Building with Patrons: Key Takeaways from PLA 2026
Boundaries are not barriers. They help library staff provide consistent service, stay safe, and support one another.
At the PLA 2026 Conference, the session Boundary Building with Patrons emphasized that strong boundaries make libraries more welcoming, not less. By protecting staff energy and setting clear expectations, boundaries support both staff and patrons. Presenter Kaitlin Matesich delivered an engaging session that was informative, approachable, and even funny.
As the New Americans and Adult Literacy Librarian at Newburgh Free Library, and supervisor of the Community Engagement Department, this topic resonated deeply with my day-to-day work. I regularly support community members navigating a wide range of life challenges, and those interactions can be warm, complex, and emotionally demanding.
Attending PLA 2026 through a scholarship gave me the opportunity to explore sessions that directly connect to my work. Being there in person provided new tools, fresh ideas, and a clearer sense of how to support both my team and the communities we serve.
Why Boundaries Matter in Public Libraries
Library work involves constant interaction. Staff may move from tech help to reference questions to crisis situations in a matter of minutes. Without clear boundaries, it is easy to feel overwhelmed or burned out. Boundaries help protect time, emotional energy, and safety. When they are clear and consistently applied, patrons respond more positively and staff feel more supported.
Staff Have Different Comfort Levels
One of the most relatable insights from the session was that staff approach boundaries differently, particularly when it comes to sharing personal information. Some are naturally open and conversational, while others prefer to keep their personal lives separate. Both approaches are valid.
Which one are you?
The “Open Book”
Some staff build rapport by sharing small personal details such as favorite books, weekend plans, or even pet names. This can help create a welcoming environment, but it still requires clear limits.
The “No Personal Info” Approach
Other staff maintain a firm boundary between their work and personal lives. Conversations remain focused on library services, and personal details are not shared.
The Case for a Library Boundary Policy
A clear boundary policy can:
- Define expectations around sharing personal information
- Offer sample phrases for redirecting conversations
- Clarify when to call for backup
- Emphasize staff safety and comfort
- Promote consistency across departments
One important guideline is to avoid sharing detailed staff schedules or personal availability with patrons. This helps protect staff privacy and prevents patrons from seeking out specific employees.
It is equally important that staff respect one another’s boundaries and not pressure colleagues to be more open or more private than they are comfortable being.
Recommended Reading for Building Better Boundaries
The session also highlighted several books with practical strategies for setting and maintaining boundaries:
- Say the Thing by Kami Orange — Offers scripts and strategies for communicating clearly and kindly
- The Power of Saying No by Vanessa Patrick, PhD — Explores the science behind setting limits with confidence
- Fck No!* by Sarah Knight — A direct and practical guide to saying no
The presenter also encouraged exploring related fields such as social work and mental health for additional guidance on professional boundaries, as well as communication strategies and awareness techniques.
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