Miss Manners on Cell Phones in the Library

My buddy Laura just sent me this: Cell phones in the library recently showed up in a Miss Manners column. Her answer has the basics right.

http://lifestyle.msn.com/relationships/article.aspx?cp-documentid=3064852

As any of you who work in libraries know, this is a constant battle, though most people don't realize it. We just (finally!) put up signs about "cell phone etiquette". We have gone the extra step to offer patrons one of our quiet rooms (study rooms) if they have a lengthy conversation to complete. Of course NO cell phone user thinks they're having a "lengthy" conversation, and "will be done in just a minute" but we have some regulars who are happy to ask us for a room if they get a call. We bend over backwards for them, because they're being conscious about the noise they're making and we appreciate their maturity.

Our semi-unofficial rule is that if it's just a quick call to check a fact or phone number or something, we don't worry about it. If someone complains (we have one perennial complainer who is, ironically, one of the rudest cell phone users I've ever encountereed), we make a judgement call (or we're supposed to) about whether it's a lengthy and disturbing call (how many patrons are near them? are they being particularly loud or are they making a quick, quiet call?) and then choose whether to say (as Miss Manners suggests) "I'm sorry, but if you need to make a call, we can offer you a quiet room where you won't disturb others". If they've finished the call by the time we get over to them, we don't bother them, but we keep an eye out to see if they make additional calls. We've had very few problems with this, especially since we're offering them an option, which is the key to customer service, IMO.

For what it's worth. I know we all struggle with this. At least Miss Manners is on our side