A Content Analysis of Blog Posts on Angry Library Patrons

Research Problem: This exploratory study looks into what is written in blogs regarding angry library patrons. It aims to provide insight on angry library patrons by identifying the themes/issues in the blog posts, the reasons for anger of the library patrons, and to describe the characteristics of the blog post authors. Methodology: A qualitative content analysis was used to analyse the blog posts. The blog search engine Google Blogs was used to search for the relevant blog posts. A sample of 92 individual and organisational blog posts were read and analysed. Results: Three main themes emerged in the analysis of the blog posts: 1) the causes of anger which can either be library-related or due to other patrons; 2) how anger was displayed; and 3) the sentiments of the library staff members towards angry patrons. The blog authors mostly come from North America and have a library background. Implications: Analysing these blog posts provides further insight into angry library patrons which might not otherwise be found in existing anger studies in a library setting and problem library patron research. Uncovering what is said in the blogosphere about angry library patrons will give a picture of a wide range of anger issues which may be relevant for library staff members as they try to better understand angry library patrons. While this study was not able to retrieve as much blog posts from an angry library patron’s perspective as originally planned, a study noting the key difference of opinions between angry library patrons and library staff members could be investigated in the future