IF WORKSHOP

PRACTICAL & EVERYDAY

DECK 2

PART 1

SCENARIO 1

A CUSTOMER REQUESTS A COPY OF MEIN KAMPF, ADOLF HITLER’S MANIFESTO WHICH INCLUDES, AMONG OTHER THINGS, ANTI-SEMITIC SPEECH.

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HOW DO YOU RESPOND?

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DISCUSSION POINTS 1

• THIS RESPONSE IS DRIVEN BY USING PROFESSIONAL NOT PERSONAL ETHICS

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• HATE SPEECH IS PROTECTED BY THE FIRST AMENDMENT AND HAS BEEN ROUNDLY UPHELD BY THE SUPREME COURT

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• USE THE RA TOOLS AND TRAINING AVAILABLE TO PROVIDE ACCESS. IF YOU DON’T HAVE IT ILL THEM A COPY

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SCENARIO 2

WHILE ASSISTING A USER AT A PUBLIC COMPUTER THEY BEGIN A DISCUSSION WITH YOU ABOUT HOW WORRIED THEY ARE WITH THE CURRENT POLARIZATION IN OUR COUNTRY. THEY START TO TALK TO YOU ABOUT THE JANUARY 6^TH TRIALS AND EXPRESS THEIR OPINION WHILE ASKING YOU HOW YOU FOR YOUR OPINION ON THE PROCEEDINGS.

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

DISCUSSION POINTS 2

• THIS IS AN IF ISSUE, AS LIBRARY EMPLOYEES WE SHOULD NOT INFLUENCE CUSTOMERS WITH OUR OWN VALUES, ETHICS OR MORALS

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• STAFF MEMBERS ARE REQUIRED TO LEAVE THEIR PERSONAL ETHICS & MORALS AT THE DOOR AND EMPLOYEE PROFESSIONAL ETHICS IN ANY INTERACTIONS, THIS INCLUDES KEEPING IN MIND CUSTOMERS WHO MAY BE LISTENING TO THE CONVERSATION

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• REDIRECTION IS AN APPROPRIATE RESPONSE TOOL AND MIGHT SOUND LIKE: “THAT’S INTERESTING, MAY I HELP YOU WITH ANYTHING LIBRARY RELATED?” “WE HAVE RESOURCES ON THAT TOPIC AND I CAN HELP YOU FIND THEM”

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• IT IS ACCEPTABLE TO SIMPLY TELL CUSTOMERS THAT AS A REPRESENTATIVE OF THE LIBRARY YOU ARE NOT AT LIBERTY TO DEBATE POLTICAL ISSUES, BUT YOU CAN OFFER THEM INFORMATION

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• WE ARE NOT OUT TO CHANGE ANYONES MIND OR OPINION, WE ARE PRESENT TO PROVIDE ACCESS TO INFORMATION ON A BROAD RANGE OF TOPICS

PART 2

SCENARIO 1

A USER REQUESTS HELP FROM AN EMPLOYEE WHO HAS ASSISTED THEM IN THE PAST, BUT THIS EMPLOYEE IS SICK FOR THE DAY. YOU RELAY THIS INFORMATION TO THE USER AND OFFER TO HELP IN YOUR COWORKERS' STEAD. 

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

DISCUSSION POINTS 1

• THE ISSUE IS IN RELAYING PERSONAL INFORMATION ABOUT A COWORKER WITHOUT THEIR CONSENT

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• EMPLOYEE PRIVACY IS JUST AS IMPORTANT AS USER PRIVACY AND IT IS IMPORTANT TO MAKE THE WORKPLACE A SAFE ENVIRONMENT FOR EVERYONE

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• TELLING USERS SOMEONE IS OUT TO LUNCH OR WILL BE BACK IS INFRINGING ON STAFF PRIVACY

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• RELAY THAT THEY ARE UNAVAILABLE AND OFFER TO HELP OR TAKE A MESSAGE

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• SAME GOES FOR ANSWERING QUESTIONS ABOUT FORMER STAFF MEMBERS WHETHER THEY STILL WORK FOR THE LIBRARY OR JUST MOVED TO ANOTHER BRANCH, IF THE FORMER STAFF MEMBER WANTED THEM TO KNOW PERSONAL INFORMATION, THEY WOULD HAVE SHARED IT THEMSELVES

SCENARIO 2

YOU AND A COWORKER ARE BOTH BUSY AT THE DESK AND ANOTHER USER IS WAITING IN LINE. YOUR COWORKER FINISHES THEIR TRANSACTION FIRST AND ASKS THE WAITING USER HOW THEY CAN ASSIST. THE USER REFUSES YOUR COWORKERS HELP AND ADDS THAT THEY WOULD RATHER WAIT TO BE HELPED BY AN AMERICAN. 

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HOW DO YOU PROCEED? 

DISCUSSION POINTS 2

• THIS IS CLEAR DISCRIMINATION, AND DISCRIMINATION FROM EITHER SIDE DISRUPTS THE LIBRARY ENVIRONMENT WHICH IS BUILT ON INCLUSIVENESS

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• YOU SHOULD REFUSE SERVICE AND ASK THE USER TO LEAVE FOR THE DAY, EXPLAINING THAT THIS BEHAVIOR WILL NOT BE TOLERATED IN THE FUTURE AND WILL RESULT IN A PERMANENT BAN FROM THE LIBRARY IF IT HAPPENS AGAIN AND COULD LEAD TO A PERMANENT BAN

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• DOCUMENT THE INCIDENT ACCORDING TO LIBRARY POLICY

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• YOU AND YOUR COWORKERS DESERVE TO FEEL SAFE AND BE TREATED FAIRLY BY EACH OTHER AND USERS AND MCPL WILL SUPPORT YOU IN THIS 

PART 3

SCENARIO 1

A USER COMES TO COMPLAIN ABOUT THE TRANSGENDER INFORMATION SESSION BEING OFFERED BY YOUR LIBRARY. THE CUSTOMER FEELS THE CONTENT IS NOT APPROPRIATE FOR CHILDREN. 

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WHAT INTELLECTUAL FREEDOM STEPS WOULD YOU TAKE TO RESPOND?

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DISCUSSION POINTS 1

• Listen: The customer says he is particularly concerned that children could attend the event without an adult present. He is also concerned that this program promotes a liberal sexual agenda.

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• Empathize: I can understand your concerns, and first want to let you know that the Library fully respects a parent/guardian's right to decide what library materials and content is of interest to and appropriate for their family.

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• Advocate: Because of that, we strive to have programs that meet the needs of everyone in our diverse communities. Sometimes you'll find we have content that you don't agree with, and that's okay because we truly value feedback from library customers.

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• Redirect: I'd be happy to help you find something that better suits your needs and the needs of your family.

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• Notify managers.

WHAT IF IT'S NOT ENOUGH? 1

• THE CUSTOMER SAYS THAT YOUR RESPONSE IS UNACCEPTABLE AND THE LIBRARY MUST STOP OFFERING SEXUALLY EXPLICIT EVENTS. HE WANTS TO KNOW WHO HE NEEDS TO TALK TO IN ORDER TO HAVE THE WHOLE THING SHUT DOWN.

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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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• WHAT IF YOUR COUNTY COMMISSIONER OR A BOARD MEMBER COMES IN TO ASK ABOUT THE PROGRAM? WHILE TALKING WITH YOU THEY SUGGEST THAT A POSSIBLE SOLUTION WOULD BE TO CARD CUSTOMERS AT THE DOOR AND PUT A CONTENT WARNING ON THE PROGRAM DESCRIPTION. WHAT DO YOU DO? AGREE OR NOT? - ANSWER CANNOT SIMPLY BE GET YOUR MANAGER, THINK ABOUT THIS, IT’S IMPORTANT.

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SCENARIO 2

A PARENT COMPLAINS TO YOU ABOUT THE “INAPPROPRIATE IMAGES” IN RABBIDS VOLUME 1, A GRAPHIC NOVEL HER SON HAS BEEN READING.

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HOW SHOULD YOU HANDLE THIS?

DISCUSSION POINTS 2

• WHILE EXPRESSING HER CONCERNS THE USER TELLS YOU THAT SHE WAS SURPRISED BY THIS VOLUME SPECIFICALLY SINCE SHE HAD NEVER NOTICED THE SERIES TO BE INAPPROPRIATE FOR HER SON BEFORE

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• EMPATHIZE: “THAT IS A STRANGE INCONSISTENCY” – LEADS YOU TO ADVOCATE

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• ADVOCATE: WE HAVE A WIDE VARIETY OF MATERIALS, THAT WE TRY TO ENSURE IS REPRESENTATIVE OF EVERYONE AND THEIR INTERESTS. THE ISSUE IS THAT WHAT IS APPROPRIATE IS SUBJECTIVE AND THE LIBRARY TRIED VERY HARD NOT TO BE THE JUDGE OF CONTENT, WE TRUST OUR USERS TO ACCEPT THE GOOD AND REJECT THE BAD OR WHAT THEY FEEL IS INAPPROPRIATE FOR THEM INDIVIDUALLY.

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• REDIRECT: THERE ARE SOME REVIEW SITES WHERE SCHOOL AND CHILDREN’S LIBRARIANS REVIEW JUVENILE & TEEN GRAPHIC NOVELS THAT COULD BE A HELPFUL RESOURCE IN THE FUTURE, LETS SEE WHAT ELSE WE CAN FIND THAT MIGHT INTEREST YOUR CHILD

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• TELL YOUR MANAGER

WHAT IF IT'S NOT ENOUGH? 2

• WHAT IF THE USER IS STILL ADAMANT ABOUT HER CONCERN, SHE SHOULDN’T HAVE TO READ & LOOK THROUGH EVERY BOOK HER CHILD PICKS UP. WHILE SHE APPRECIATES THE WEBSITE FOR FUTURE USE, SHE REALLY WANTS SOMEONE TO EVALUATE THE MATERIAL FOR INCLUSION IN THE JUVENILE COLLECTION

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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