You may find simply listening and having a discussion with the patron, teacher, parent, community member or student is all that's needed; sometimes it is helpful just to explain how selection works in libraries and that it's a process (librarians have policies, we read reviews, we purchase for the needs of our community, we strive for a balanced and diverse collection). These tips below are from the Oregon Intellectual Freedom Clearinghouse.
How Do I Deal With a Patron Making a Challenge?
- Listen, smile, be open and positive, and try to stay calm.
- Avoid being overly apologetic, defensive, or giving a mini-lesson on intellectual freedom.
- Thank the patron for sharing their concern.
- Provide information about your library’s selection policy.
- Provide information about the Freedom to Read Statement, Library Bill of Rights, and any interpretations that relate to their particular concern.
- Provide information about your library’s reconsideration procedures.
- If the patron is not satisfied and wants to continue to pursue the challenge, provide them with a reconsideration form.
- Inform your supervisor, manager, or director of the incident so the school/library can be prepared if they have to deal with any further actions of the concerned patron, the public, or media.
If questions or complaints turn to a formal challenge here are some further steps to take:
- Ask the complainant to fill out a formal written complaint (reconsideration form) stating the nature of their objections or complaint.
- Review your selection policy & reconsideration procedures
- Continue communicating with your supervisor/principal about the matter
- Gather materials and resources such as reviews, articles, ALA policy statements, curriculum documents, etc. Share with your principal/supervisor.
- Contact Christine Eldred, the VSLA Intellectual Freedom Rep for support and information (eldredc@csdvt.org)
- Find out who will be on the committee reviewing the material or if you may participate in committee selection
- Read or view the item being challenged
- Keep the item in the collection while the complaint is in process
- Identify and ask for support from allies in your school and community
