A journey toward a more safe and secure university library.

Safety and security operations at Appalachian State's Belk Library & Information Commons have evolved and improved over the past 15 years with a focused access services oriented team. Improvements have focused on the challenges posed in four primary areas: understanding the customer base and the challenges posed therein; improving the skills and expanding the pool of library personnel capable of handling security incidents; allowing effective outside security operations and personnel to improve over time; and acting on multiple access issues. The authors of this case study provide insight and recommendations on the challenges faced and actions taken. [ABSTRACT FROM AUTHOR]