There have recently been several cases around the state of a man calling libraries and being verbally abusive and making vulgar noises. Any time that you feel a caller is acting in a harassing manner–using profanity, being vulgar, etc.–you are free to hang up. I’ve included some helpful guidelines from a library in Wisconsin below.
What is the requester’s intent? Is it for true research, or an attempt towards the requester’s self gratification? Or perhaps an attempt to waste time, or is it to cause embarrassment to the
librarian? A general rule of thumb is when a patron makes a request that becomes personal, and is outside the scope of your employment, is when the “line” becomes crossed.
• You do not have to answer personal questions, unless you have granted your consent.
o In example: a patron asking about your sexual preferences as compared to a
survey on library services. It is okay to hang up or tell a person no.
• You do not have to provide personal identifying information to a patron.
o Think identity theft. It is appropriate to give a person your first name or contact
information for your particular library.
• A patron has no right to sexualize, harass, or intimidate a librarian.
o If a librarian is uncomfortable with a phone call or an in-person patron contact
they do not have to engage in a conversation with them. It is okay to tell them to
stop. It is okay to hang up or tell a person no. It is okay to report criminal
behavior to law enforcement.
• A librarian can tell a patron that the librarian is busy or unavailable to help them (given
your own library policies). It is okay to hang up or tell a person no.
• A librarian can advise a patron that if they have been assisted you don’t have to continue
to provide the same information day after day.
o In example: calling a librarian asking for sexual references day after day with the
same questions.
• A librarian doesn’t have to listen to a person heavy breath over a phone or make
sexualized noises. It is okay to hang up or tell a person no.