Library staff members, in all library agencies, are required to be familiar with the library system's Collection Development and Management Policy and related documents, including the Library Bill of Rights and the Freedom to Read Statement. Library members with questions about the collection policy or specific materials receive a personal response to their queries or concerns from the library staff. In addition, if individuals desire to present written comments regarding library materials, they are advised to use Member’s Request for Reconsideration form, found on the Intranet under the Forms tab and on the Library’s webpage.

The Library will select and maintain a balanced collection of print, non-print, and digital content expressing a wide variety of viewpoints to serve the diverse interests and needs of all the Oklahoma Countians. Collection development and management policies reflect the Library’s Vision to be the community’s hub for critical thinking, creative-problem solving and life-long enrichment.  The Library will reconsider the selection or placement of any item within the collection when a registered member completes and submits the Member’s Request for Reconsideration (available at any library or online). The executive director will send a written response to the individual initiating the request.

It is inevitable that some of our materials will displease some of our members.  When those members choose to express their opinions, it isn't always pleasant.  However, handling comments is an important part of our jobs. The way we handle comments may have a long-lasting influence on how those members feel about our library.  It can also have far-reaching implications for libraries in general.

The following steps should be followed in dealing with member comments:

1.  Listen

The first thing to do is to listen carefully to the member.  Be sure that you understand the nature of the comment.  Members need to know that they have been heard, that we are interested in their comments, and that we take them seriously.

2.  Use policy to respond

All staff should be familiar with the Collection Development and Management Policy, the Library Bill of Rights and the Freedom to Read Statement.  These documents address censorship issues, and a good understanding of them will help you to feel more confident when responding to members.  Staff should be able to explain that materials are selected with the guidance of official policies and that we purchase for a wide variety of tastes and viewpoints.  Review the policy frequently.

3.  Do not give your personal opinion of the material 

It is important for staff NOT to give a personal opinion of the material in question, either pro or con.  It is our professional attitude that is important, not our personal opinions.  The American Library Association addresses these issues in several documents, which have been approved by the Metropolitan Library Commission.

4.  If necessary, provide the member with the appropriate form

If you have listened and attempted to explain the library's position via the various policies, and the member still wants to make a formal comment, the member should put his/her comments in writing to receive a response.  Provide the member with a copy or access to the Member’s Request for Reconsideration form.  This form should be provided only if other methods have failed. 

5.  Send the form with the material to Collection Anywhere

After the member completes the form, send it to the Director of Collection Anywhere with a copy of the material.  Once it is received by Collection Anywhere, the collection staff will re-evaluate the title considering the concern and selection criteria.  The collection staff will research reviews and see what else we have in our collection.  Staff will draft a response and forward it to the Executive Director.  The Director finalizes the response and sends a personal letter to the member.

6.  Offer to help the member select something else

Use good reference skills and readers’ advisory to help the member locate something else that may be more to their liking.  You may invite the member to make suggestions for materials to be added to the collection.

7.  Thank the member for their feedback.

This should be the final step in your encounter with the member.  This step works well to diffuse the situation and shows the member that we value their engagement with the library.