When in doubt, you can always use the phrase, “I’m not the person who can help you, but let me find someone who can assist.”
The Library takes very seriously all concerns expressed by patrons and attempts to repond as quickly as possible. This packet is for patrons to review the relevant policy before submitting a statement of concern form for each title.
It's more effective to communicate policy rather than engage in debate. Public libraries exist to provide access, not defend content. This guide will assist staff in responding to patron concerns. Please review the policy before engaging with a patron.
FAQs regarding the review process after a patron submits a statement of concern form for each title.
There are situations when we need support/backup or if we need to disengage from a difficult or uncomfortable situation. All departments and branches are different, so managers should work with their staff to come up with a plan that works for your team.
A quick Q&A for staff regarding selection and collection development.
Staff FAQs regarding Intellectual Freedom, Equity, and Collection Development policies.
Depending on the situation, it may be better to say as little as possible. If the person is part of a larger organized effort, they may be trying to get you to say something they can twist out of context later. A useful phrase is “Thank you for sharing your concern with me. I can tell you that every effort is made to ensure that our collection reflects your first amendment rights. Would you like to read our Collection Development Policy?”