The Council of Australasian University Librarians (CAUL) announces the release of early findings from the National Research Project on Workplace Violence and Aggression in Australian Libraries, a collaborative initiative funded by CAUL, the Australian Library and Information Association (ALIA), and the Australian Public Library Alliance (APLA).
Associate Professor Jane Garner from the School of Information and Communication Studies at Charles Sturt University led this important research, developed in response to growing sector concerns about the safety and wellbeing of library staff.
The study surveyed 1,586 participants across Australia, including 1,182 customer service staff, 291 branch or department managers, and 113 CEOs or University Librarians from both public and academic libraries in metropolitan, suburban, regional, and remote locations.
Key Early Findings
The initial data analysis reveals significant challenges facing library workers:
- 77% of front-of-house staff reported experiencing or witnessing violence or aggression at work. This figure rose to 90% for public library workers.
- 88% of respondents experienced verbal abuse.
- 28% reported experiencing physical aggression.
- 80% reported feeling unsafe at work.
- 72% experienced compassion fatigue and emotional exhaustion from ongoing exposure to distressing situations.
- Nearly 40% of customer service staff indicated they are considering leaving library work due to safety concerns.
Pathways Forward
Participants also identified several factors that help improve safety and wellbeing, including strong leadership support, practical and team-based training, clear behavioural boundaries, effective communication during incidents, supportive colleagues, safe building design, and access to appropriate wellbeing support after difficult incidents.
Many respondents emphasised the importance of balancing compassionate, trauma-informed approaches with clear expectations around unacceptable behaviour.
Data analysis continues and will contribute to future recommendations on sector advocacy and initiatives that make practical improvements across the profession.
CAUL extends sincere thanks to all staff at Member institutions who participated in this research project. Your willingness to share experiences, concerns, and ideas has made it possible to build a clearer understanding of the realities facing library workers across Australia.
Read the full report below.