"Handling Complaints or Protests About Content: Service, Security, and Training for All Staff and Library Leaders"
Part of the Library 2.0 Series Presented by Barry Trott, MSLS, hosted by Dr. Steve Albrecht
How do we safely and carefully handle one or more angry or outraged patrons who complain about items (books, films, magazines, CDs, etc.) in our library?
This 60-minute training webinar is presented by Library 2.0 and ALA author and library service, safety, and security expert, Dr. Steve Albrecht. Steve will be hosting Barry Trott, Adult Services Consultant with the Library of Virginia, to explore tools and training that can help when you have complaints about library collections.
Barry says, “Book challenges are on the rise in all sorts of libraries. Being prepared to handle questions about library materials will involve more than the library director and other administrators. Often, complaints need to be first handled by frontline staff. To keep these protests from growing into a major media crisis, it’s important that public services staff know how to handle user complaints. This issue requires more than just passing the angry patrons up the chain of command. It’s essential to have a well-thought-out process for staff to rely on. This webinar will help all library employees feel more empowered during these encounters.”
This overview session is another in our Library 2.0 series for all library staff and library leaders to respond with tact and skill when it comes to complaints about what one or more patrons thinks is inappropriate content in the library. This webinar will also discuss how to handle the security issues and media management related to an organized protest about potentially controversial materials, both in or near your library.
- Being prepared before the challenge comes; not developing policy and procedures on the fly.
- Knowing that challenges to materials will come from all sides, even unexpected people/groups.
- Developing a set of procedures on how patrons' content complaints should proceed.
- Solving the problem at the lowest level possible. Often frontline staff can avert a bigger problem simply by listening, but they need to be trained.
- Notifying the Library Director when a complaint is made, even if it seems that it was resolved at the time it was made. Not letting your boss be surprised.
- Listening with empathy when a patron has a complaint. Not trying to defend the item (it's not an educable moment) and not making any absolute commitments until later.
- Using “Request for Reconsideration” letters.
- Informing your Library Board and/or elected officials.
- Handling media interviews or information requests.
- Facility security issues.
DATE: Thursday, June 30, 2022, at 2:00 pm US - Eastern Time
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