When handled carefully, complaints can often be quickly resolved to
the mutual satisfaction of everyone. Most challenges to materials are
made by sincerely concerned citizens who have been offended by something
they have read or viewed. Some people may not have a knowledge of the
principles of intellectual freedom and may not understand the role of
the library and librarians in serving diverse needs.
A spirit of calm confidence is essential in handling complaints
about library materials and programs. Remember that everyone has the
right to criticize and to express personal opinions. Anyone who
complains should be listened to carefully and treated with respect. In
most cases, the complainant is a worried parent or citizen sincerely
concerned with the moral corruption of children or adolescents. Others
who complain may believe that some library materials wilt offend an
unwary person, or undermine dearly held values or beliefs. This may lead
them to conclude that some materials are of no interest nor value to
others. Here are the steps to follow when confronted with a challenge.
Listen calmly and patiently. Be courteous and open, giving
your undivided attention to what is being said. Do not argue!
Active listening will often defuse the situation. Sometimes a
frustrated person just needs to vent or "blow off steam."
Thank the complainant for taking time to register concern.
If the person persists in complaining, move the discussion to a
private area and sit down beside him. Be prepared to show the Materials
Selection Policy and explain the criteria for selection. Allow
the person to explain his views. Offer a copy of "Library Bill
of Rights," explaining the library's responsibility to serve
diverse needs, including his own.
If the person adamantly insists that materials be removed, explain
that there's a procedure for making a formal complaint and identify
the director or person designated to handle challenges. That person
should also "hear the patron out" and restate the
library's selection policy and position on intellectual freedom
before anything is put into writing.
If discussion fails to resolve the challenge, initiate the
library's formal complaint or reconsideration procedure (using
the form(s) designed for this purpose). The objection(s) must be
clearly stated and documented in detail and the complainant must be
identified. The patron should be given information on what steps
will follow and an estimated time line.
Notify the appropriate authorities which will differ according to
the library's type and governance structure. If the challenge comes
from an organized pressure group, notify the Nevada State Library,
the Nevada Library Association Chair of Intellectual Freedom, and
the American Library Association Office of Intellectual Freedom.
The written complaint should be reviewed according to procedures
outlined in your library's Materials Selection Policy. A
well-reasoned response should be developed and communicated to the
complainant, including an explanation of any decisions or further
actions.
If the complainant is not satisfied with the response, an appeal
to the library board or other appropriate authority may follow. This
entire process should be outlined in the Materials Selection
Policy.
At no time during this process should anyone attempt to defend the
specific material(s) being challenged. The role of the library is
not to argue the merits of individual selections, but to protect access
to all library collections, services and program.
