We’ve all heard about the increase in objections to books in schools and libraries over the past few months (including one at JPL). The following paragraphs describe how to respond to patrons who object to materials here at JPL.
It’s possible that the patron stumbled upon the item in question organically, through browsing or a recommendation. It’s also possible that the patron heard about the item online or in the news and came to the library to find it and object to it. Either way, listen to the patron without agreeing with them. If it seems appropriate–if the item in question is a sex-ed book, for example, and they were looking for a book written for a younger audience–offer to help them find something else. If they seem to want a more in-depth conversation about the item or library policy, find the Director or Assistant Director. If neither are available, get the patron’s contact information and tell them that the Director will contact them to discuss their objections.
Unless the patron asks for a Request for Reconsideration form (available via the Patron Assistance menu on the Intranet), do not provide them one. Most times, patrons just want their objections heard and aren’t interested in pursuing a formal challenge. If needed, a form will be provided to the patron following a conversation with the Assistant Director or the Director.