9/10/1984 BOARD OF LIBRARY TRUSTEES Minutes

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DEALING WITH CONCERNS ABOUT LIBRARY RESOURCES As with any public service, libraries receive complaints and expressions of concern. One of the librarian's responsibilities is to handle these complaints in a respectful and fair manner. The complaints that librarians often worry about .the most are those dealing with library resources or free access policies. The key to successfully handling these complaints is to be sure the library staff and the governing authorities are all knowledgeable about the complaint procedures and their implementa- tion. As normal operating procedure each library should: 1. Maintain a materials selection policy. It should be in written form and approved by the appropriate governing authority. It should apply, to all library materials equally. 2. Maintain a library service policy. This should cover registration policies, programming &services in the library that involve access issues. 3. Maintain a clearly defined method for handling complaints. The complaint must be filed in writing and the complainant must be properly identified befoke action is taken. A decision should be ' deferred until fully considered by appropriate administrative . authority. (A sample form is attached. ) The process should be followed,' whether the complaint originates internally or externally. 4. Maintain in-service training. Conduct periodic in-service training to acquaint staff, administration, and the governing authority with the materials selection policy and library service policy and procedures for handling complaints. 5. Maintain lines of communication with civic, religious, educational , . and political bodies of the community. Library board and staff participation in local civic organizations and. presentations to these organi¢ations should emphasize the library's selection, process Wand intellectual freedom principles. 6. Maintain a vigorous public information program on behalf of intellectual freedom. Newspapers, radio and television should be informed of policies governing resource selection and use, and of any special activities pertaining to intellectual freedom. 7. Maintain familiarity with any local municipal and state legislation pertaining to intellectual freedom and First Amendment rights . Following these practices will not preclude receiv.i.ng complaints from pressure groups or individuals but should provide a base from which to operate when these concerns are expressed. When a complaint is made, follow one or more of the steps listed below: Reprinted with permission of the American Library Association.