IF WORKSHOP

PRACTICAL & EVERYDAY

DECK 1

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PART 1

SCENARIO 1

A STAFF MEMBER TURNS AROUND A MAGAZINE TO HIDE THE COVER THAT THEY DEEM SEXUALLY SUGGESTIVE.

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IS THIS AN INTELLECTUAL FREEDOM ISSUE? IF SO, PLEASE EXPLAIN.

DISCUSSION POINTS 1

• THIS RESPONSE IS DRIVEN BY USING PERSONAL, NOT PROFESSIONAL ETHICS, AND IS IN CONFLICT WITH OUR FREEDOM TO READ AND INTELLECTUAL FREEDOM POLICIES

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• THIS IS A CASE OF A STAFF MEMBER ATTEMPTING TO CENSOR MATERIALS.

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• AS USERS, NOT EMPLOYEES OF A LIBRARY, STAFF MEMBERS DO HAVE RECOURSE IF THEY HAVE CONCERNS ABOUT MATERIALS IN OUR COLLECTION

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• TALK ABOUT APPROPRIATE PLACEMENT OF MATERIALS—MOVING SOMETHING IS THE SAME AS NOT HAVING SINCE NO ONE CAN FIND IT.

SCENARIO 2

A TEEN, WHO YOU BELIEVE HAS EXPERIENCED DEPRESSION IN THE PAST, REQUESTS MATERIALS ABOUT SUICIDE. HOW DO YOU PROVIDE THIS TYPE OF READERS’ ADVISORY?

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YOU KNOW YOU HAVE GIRL ON THE LINE (A NEW TEEN BOOK ABOUT SUICIDE) ON A CART WAITING TO BE SHELVED, DO YOU GET IT FOR THEM?

DISCUSSION POINTS 2

• THIS RESPONSE SHOULD BE DRIVEN BY USING PROFESSIONAL NOT PERSONAL ETHICS

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• USE THE RA TOOLS AND TRAINING AVAILABLE TO YOU TO PROVIDE ACCESS

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• REMEMBER WE ARE NOT JUDGING CONTENT OR WHAT IS BEST FOR OUR USERS THEY ARE RESPONSIBLE FOR THEMSELVES, WE PROVIDE THE ACCESS TO WHAT THEY WANT. MAKE NO ASSUMPTIONS ABOUT WHY A USER ASKS FOR A BOOK

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• WE WILL NOT CENSOR MATERIALS BASED ON AGE – WE ARE REPRESENTATIVES OF THE LIBRARY NOT PARENTS OF OUR USERS

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PART 2

SCENARIO 1

A COMMUNITY PARTNER ORGANIZATION THAT IS USING LIBRARY SPACE CALLS THE POLICE BECAUSE THEY ARE CONCERNED ABOUT A 

”HOMELESS MAN” WHO IS MUTTERING TO HIMSELF AND 

CARRYING A BIG BAG. WHEN THE POLICE ARRIVE, THEY WANT YOU TO HELP THEM FIND THE MAN SO THEY CAN SPEAK WITH HIM ABOUT HIS BEHAVIOR. 

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WHAT DO YOU DO?

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DISCUSSION POINTS 1

• IT IS IMPORTANT TO ACKNOWLEDGE THAT NOT EVERYONE IS AS COMFORTABLE DEALING WITH THE             TRANSIENT POPULATION AS WE ARE, BUT THIS DOES NOT GIVE THEM THE RIGHT TO HARASS OTHER            USERS IN THE BUILDING

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• YES, THE HOMELESS MAN IS A USER TOO, AND SO LONG AS HE IS NOT DISTURBING THE LIBRARY 

     ENVIRONMENT, HE IS MORE THAN WELCOME AND SO IS HIS BIG BLACK PURSE 

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• EXPLAIN TO THE ORGANIZATION REPRESENTATIVES THAT WE DO NOT DISCRIMINATE, OR PROFILE USERS BASED ON ANYTHING AND ENCOURAGE THEM TO BRING FUTURE CONCERNS ABOUT OTHER  USERS OR THE LIBRARY ENVIRONMENT TO A LIBRARY STAFF MEMBER BEFORE BOTHERING THE POLICE AS WE ARE BETTER TRAINED AND EQUIPPED TO ASSESS POTENTIAL PROBLEMS

SCENARIO 2

A USER APPROACHES LIBRARY STAFF AND EXPRESSES THEIR CONCERN ABOUT A GROUP USING A LIBRARY MEETING ROOM. THEY TELL YOU THE GROUP IS A KNOWN HATE GROUP. THE USER SAYS THE GROUP IS DANGEROUS AND DISCRIMINATORY AND SHOULD NOT BE ALLOWED IN THE LIBRARY.​

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HOW DO YOU RESPOND?

DISCUSSION POINTS 2

• THANK THE USER FOR THEIR FEEDBACK AND FOR SHARING THEIR CONCERN. LIBRARY STAFF SHOULD ACCEPT AND APPRECIATE ALL USER FEEDBACK, BOTH POSITIVE AND NEGATIVE.​

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• EXPLAIN THAT MEETING ROOMS ARE AVAILABLE TO ANY PERSON OR GROUP TO RESERVE, REGARDLESS OF THEIR IDEOLOGY. AS LONG AS THE PERSON OR GROUP ADHERES TO THE LIBRARY CONDUCT POLICY WHILE USING LIBRARY SPACE, THEY WILL CONTINUE TO BE ALLOWED TO USE THE SPACE.​

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• THE LIBRARY DOES NOT SUPPORT OR CONDONE THE IDEOLOGY OF GROUPS USING THE SPACE, BUT WE DO SUPPORT THE RIGHT OF ALL USERS TO RESERVE MEETING ROOMS.

PART 3

SCENARIO 1

A USER APPROACHES THE DESK TO TALK ABOUT THE TITLE, IT’S PERFECTLY NORMAL, SHE WANTS IT REMOVED FROM THE CHILDREN’S SECTION BECAUSE OF THE SEXUALLY EXPLICIT CONTENT AND DRAWINGS. 

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WHAT INTELLECTUAL FREEDOM STEPS WOULD YOU TAKE TO RESPOND TO THIS REQUEST? 

DISCUSSION POINTS 1

• FIRST LISTEN TO THE USER’S COMPLAINT; STAFF ARE EXPECTED TO REMAIN NEUTRAL AND RESERVE PERSONAL OPINIONS ON THE ISSUE. AS YOU LISTEN THE CUSTOMER EXPLAINS THEY ARE WORRIED YOUNGER CHILDREN WILL BE ABLE TO ACCESS THE BOOK IN THE CHILDREN'S SECTION, SHE WOULDN’T WANT HER CHILDREN LOOKING AT THE BOOK.

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• LIBRARIES VALUES THE OPINIONS OF ITS COMMUNITY OF USERS

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• LIBRARY CARD HOLDERS ARE FREE TO EXPRESS OPINIONS OR CONCERNS ABOUT LIBRARY MATERIALS; THIS DISTINCTION IS USUALLY MADE DUE TO ACTIVIST GROUPS WHO MAY MAKE IT A PRACTICE TO MASS PROTEST SPECIFIC TITLES OR ITEM IN ALL LIBRARIES

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• ADVOCATE, THE LIBRARY HAS SOMETHING FOR EVERYONE AND IS  REPRESENTATIVE OF EVERYONE, PUBLIC LIBRARIES EXPECT THAT PARENTS WILL MAKE DETERMINATION ON WHAT THEIR CHILDREN CHECK OUT. AND WHILE WE APPRECIATE FEEDBACK WHAT MAY BE INAPPROPRIATE FOR ONE FAMILY/CHILD IS NOT NECESSARILY INAPPROPRIATE FOR ANOTHER, IT’S THE FREEDOM TO READ - FOR EVERYONE NOT JUST ONE VIEWPOINT

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• ASK THEM WHAT THEY WERE LOOKING FOR AND HELP THEM FIND A BOOK THEY DO AGREE WITH

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• FOLLOW YOUR POLICY FOR GIVING OUT THE RECONSIDERATION FORM IF THE CUSTOMER ASKS, WE WOULDN’T SUGGEST SIMPLY OFFERING THE FORM TO USERS

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• WHO IS THE FORM SENT TO AND WHAT IS THEIR RESPONSE TIME?

WHAT IF IT'S NOT ENOUGH? 1

• THE USER RECEIVES FOLLOW UP COMMUNICATION TO THE RECONSIDERATION FORM, INFORMING HER THAT THE LIBRARY WILL BE RETAIN THE TITLE AND IT WILL REMAIN IN THE CHILDREN’S SECTION. SHE ISN’T HAPPY AND TAKES IT TO SOCIAL MEDIA, WHERE A MOB MENTALITY BEGINS TO GROW. A LOCAL POLITICIAN LOOKING TO BE RE-ELECTED DECIDES TO TAKE UP THE CHALLENGE AND DECIDES TO TAKE IT TO THE LIBRARY BOARD. 

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• TALKING POINTS ARE: RECONSIDERATION POLICY - WHAT ARE THE STEPS BEING SKIPPED

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• WHAT IF THEY DECIDE A COMPROMISE IS TO SIMPLY REASSIGN THE TITLE TO THE ADULT SECTION OR PUT IT BEHIND THE DESK? IS THIS A REASONABLE CONCESSION?

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• HOW DO LIBRARIANS RESPOND? ALLYSHIP, COMMUNITY PARTNER NETWORK THAT WILL SUPPORT LIBRARY VALUES, PROACTIVE COMMUNICATION WITH COMMUNITY ABOUT LIBRARY VALUES AND OUR STANCE AGAINST CENSORSHIP AND FOR INTELLECTUAL FREEDOM. BARRIERS TO ACCESS IS CENSORSHIP

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• REACHING OUT FOR SUPPORT: MLA IFC, ALA OIF, NATIONAL COALITION AGAINST CENSORSHIP, MERIT FUND, COMICBOOK LEGAL DEFENSE FUND. 

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SCENARIO 2

AFTER RETURNING THE DVD, DEADPOOL, A USER COMPLAINS TO YOU ABOUT THE EXCESSIVE SEXUAL CONTENT OF THE MOVIE, AND EXPRESSES CONCERN ABOUT IT BEING AVAILABLE TO CHILDREN FOR CHECKOUT.

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HOW WOULD YOU HANDLE THIS CONCERN?

DISCUSSION POINTS 2

• WHILE LISTENING THE USER TELLS YOU THEY ARE WORRIED ABOUT R-RATED MOVIES BEING AVAILABLE FOR CHECKOUT BY CHILDREN AT THE LIBRARY EVEN THOUGH THEY WOULD NOT BE ALLOWED TO SEE IT IN A THEATER WITHOUT A PARENT, AND ASKS ABOUT LABELING AND/OR REGULATING CHECKOUTS

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• EMPATHIZE: “I UNDERSTAND THAT CONCERN” – LEADS YOU TO ADVOCATE

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• ADVOCATE: WE TRUST OUR USERS TO ACCEPT THE GOOD AND REJECT THE BAD AS INDIVIDUAL CHOICES, WE STRIVE TO HAVE A BALANCED COLLECTION THAT HAS SOMETHING FOR EVERYONE AND REPRESENTATIVE OF EVERYONE AND WHILE THIS MIGHT NOT BE THE MOVIE FOR YOU AND YOUR FAMILY IT MIGHT BE RIGHT FOR ANOTHER

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• WE DO NOT LABEL OUR MATERIALS IN WAYS THAT MIGHT BE A BARRIER TO ACCESS FOR OUR USERS, BUT WE DO RETAIN THE RATING LABELS THE DVDS CAME WITH SO USERS CAN BE AWARE WHAT THEY CHOOSING TO CHECKOUT. WE TRUST THAT PARENTS WILL BE THE JUDGE FOR WHAT IS APPROPRIATE FOR THEIR CHILDREN TO READ AND WATCH RATHER THAN MAKING THOSE ASSUMPTIONS AS A LIBRARY

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• REDIRECT: SHOW HER HOW WE DO SEPARATE JUVENILE MOVIES FROM ADULT AND EXPLAIN THE GENRE STICKERS. WE HAVE SEVERAL OTHER SUPERHERO MOVIES AVAILABLE, AND EVEN SOME ANIMATED DEADPOOL ITEMS THAT MIGHT WORK FOR THEIR FAMILY

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• TELL YOUR MANAGER

WHAT IF IT'S NOT ENOUGH? 2

• WHAT IF THE USER IS STILL ADAMANT THAT SOMETHING LIKE DEADPOOL SHOULD NOT BE AVAILABLE FOR CHILDREN TO CHECKOUT?

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• AT THIS POINT, THE EXPRESSION OF CONCERN HAS TURNED INTO A MORE FORMAL COMPLAINT. GET YOUR MANAGER – IT'S THEIR TURN

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• BUT WHAT IF THE MANAGER IS NOT AVAILABLE AND THE USER IS VERY INSISTENT THAT THEY BE GIVEN RECOURSE?

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• IF YOUR MANAGER IS UNAVAILABLE GIVE THE USER THE RECONSIDERATION FORM, WITH YOUR MANAGERS CARD

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• INFORM THE USER THAT THEY NEED TO FILL OUT THE FORM AND LEAVE IT OR DROP IT BACK BY SO THEY CAN THEN SPEAK WITH A MANAGER ABOUT THEIR COMPLAINT – TELL YOUR MANAGER

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5 STEPS . . .

1. LISTEN – SOMETIMES USERS JUST WANT TO BE HEARD & WE VALUE THEIR FEEDBACK
2. EMPATHIZE – DO NOT APOLOGIZE
3. ADVOCATE – AS A LIBRARY WE HAVE SOMETHING FOR EVERYONE & REPRESENTATIVE OF EVERYONE
4. REDIRECT – USE YOUR USER SERVICE SKILLS & RA TOOLS, SHOW THEM WE HAVE SOMETHING FOR THEM TOO
5. NOTIFY YOUR MANAGERS – THEY WANT TO SUPPORT YOU & BE PREPARED FOR FUTURE COMPLAINTS