We have had a robust collection management policy in place for many years, and our reconsideration process has supported a comprehensive and timely internal review when materials have been challenged. In recent years we’ve seen an increase in challenges and heightened anxiety around book banning and materials in libraries. To address this anxiety we have worked with our staff to help them understand the importance of ensuring our process allows patrons to have their voice heard. We respectfully address their concerns with personalized responses from our reconsideration committee, which is made up of librarians. Through training, we have empowered library staff to address patron concerns through active listening. Through these actions we can be proactive at addressing patron concerns and changing a potentially combative interaction to a positive experience for both staff and library patrons.

We made improvements to the process in two main ways:

• Timeline communication: We added specific timelines to the website so that patrons understand our process and when they can expect a response. This timeline also includes information on timelines if a reconsideration is appealed to the library director or the library board.
• In-branch conversations: We trained branch staff to actively listen to patron concerns and try to resolve them in the branch before directing them to the reconsideration process.

Starting the conversation in the branch with the patron has been an effective way to quickly address their concerns, and share information about our process. We’ve found that many patrons don’t want a book removed from the collection, but they do want an avenue to voice their concerns and have them addressed. If they choose to move forward with a formal reconsideration request, they can expect a thorough review of their request and personalized communication from the reconsideration committee. We strive to make the process clear, mutually beneficial, and positive for everyone who is involved.