Procedures for Handling Patron Complaints About Library Materials
Arrowhead Library System
I. Introduction
ALS headquarters staff and member library directors should be aware of the ALS Materials Selection Policy revised and adopted by the Governing Board March 11, 1993. The policy contains sections on controversial materials and a statement for dealing with challenged materials. The procedures below are internal staff procedures for handling patron concerns and complaints.
II. Receiving Questions or Complaints
Any staff member receiving a question or complaint about books or other materials should inform the patron that all ALS materials are professionally selected according to the current selection policy. Staff members should be courteous and calm and not attempt to debate the merits of the work in question with the patron. The patron should be invited to communicate his or her concerns to the ALS Director. If the patron wishes to put the complaint in writing, he or she should be given a copy of the form "Statement of Concern about Library Resources" and asked to submit the completed form to the ALS Director. All ALS personnel dealing with the public and member libraries will have a supply of the forms. Staff members will notify their supervisors as soon as possible of any complaint or challenge, and member libraries should notify their governing boards of trustees.
III. Internal Procedures
Upon receiving a "Statement of Concern about Library Resources," the Director will review the complaint with appropriate staff members. Facts of the selection will be researched and documented: the reason the item was selected, review sources, relevance to ALS collection and mission. The item will be reviewed in terms of the library's materials selection policy and the Library Bill of Rights. A decision will be made by the ALS Director, who will also make a written response to the complainant. This response will include a copy of the ALS Selection Policy with supporting documents and additional data concerning the questioned work. The ALS Governing Board shall be apprised of any serious problems, but it is expected that most questions and complaints will be handled by the Director and staff. Any complainant may appeal a decision by the Director to the ALS Governing Board whose decision in the matter shall be final.
Adopted by Arrowhead Library
System Governing Board
January 9, 1986 and March 11, 1993
