LIANZA TOOLKIT - FREEDOM TO READ

For more information go to AREA YOUR ROLE EXAMPLES AND CASE STUDIES Situation Sometimes members of the public make complaints about items in a library Complaint example: collection, and request for items to be removed. [...] • The public has the right to make complaints or challenge items in the WE CAN TRUST individuals to make their own decisions about what they read and believe. [...] • Do you have a form the complainant can fill out? Support Know who to escalate challenges or protests or harassment to For example: Participate in debrief sessions to improve safety and response. [...] • Does your library have security in case a situation escalates? • Do you get your manager? • Does your team or department have debrief sessions to learn from incidents? Handling in the moment A complaint can be very challenging, but it is the library staff’s responsibility Remain calm, and listen politely so they feel heard. [...] If you are able, use the statements you have on hand and help the person understand that you have diversity in the collection, how materials are selected, or that you don’t remove items based If the person is behaving aggressively or the situation is escalating, on causing offense.