Consider including in the library’s form a space for the patron’s address (to ensure they are a member of the community), the reason for the complaint, if a person has reviewed the material in completion, and the library’s next steps and timeline. If the complaint is unable to be handled informally and verbally, patrons should be given the library’s policies to review as well as a reconsideration form. Document the complaint and save it for records. Send the person to speak with a manager if you are not the manager. Remember they might be a concerned parent and/or genuinely care about the library’s collection, but do not make promises or over-identify with the patron. If a patron approaches you with a challenge, remain calm and respectful, open to listening to their complaints.
INTELLECTUAL FREEDOM DEFINITION HOW TO
Ensure library staff are aware of the policy and how to access it. Post the policies, including when it was last updated, in a transparent place, such as the library website. It is best practice to review and update the policy annually, as well as have your reconsideration committee in place and trained annually. Guide to handling customer concerns and challengesīefore a challenge occurs, make sure your library has a collection development policy, including information about deselection and reconsideration.
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