SCENARIOS & SOLUTIONS – Summer Institute 2007
(from Into Action session with Jim Connor)
#1. Certain community organizations discriminate against minority groups. The library director suspects that these same groups have stolen library materials.
Solution: First consider what kind of community organizations might discriminate and what kind of minority groups might be present in the community. The minority groups could include loggers, environmentalists, Wicca practitioners, Native Americans or other racial minorities, pro-life and pro-choice factions, homosexuals, transgender individuals, Hutterites, left-wingers and right wingers, etc. And, any organization might discriminate.
Then, discuss why books might be taken by a group of individuals. A teen might be afraid of being judged if they checked out a book on gay teens; a religious group might want all the books on Wicca removed from the library or all the books that pertain to transgender people.
There is nothing to be done about the director ‘suspecting’ that a particular group might be stealing library materials. The policy states that if a customer is caught stealing library materials the police or sheriff will be called. The problem of stolen materials should be addressed without adding to the bias that may already exist in the community. To that end the library board chair would write an op-ed column for the local newspaper that talks about the certain types of materials being stolen from the library. In this column the board chair would address the reasons that someone might take a book or DVD. The chair would emphasize that the library has materials for everyone and will continue to replace these stolen items. The article would also briefly discuss intellectual freedom and confidentiality (and library policies that relate to such issues) and then invite the community (through the column and other advertising) to a series of community forums that deal with intellectual freedom, privacy and confidentiality, as well as the controversial issue at hand.
This approach may or may not solve the problem of stolen materials, but it would show leadership and would hopefully move the community toward some sort of reconciliation about the community problems at hand.
#2. A city council member comes into the library with a patron demanding the computers all be turned off until the Internet can be filtered to meet the complaints of the patron.
Solution: First, thank the city council member and the patron for their concern about the issue. Then, invite the patron to fill out a patron complaint form (see below). Is the council member representing the whole council? Council members do not act individually.
At the next board meeting, readdress the Internet policy. The policy should discuss unfiltered, open and free access to information and intellectual freedom. Educate and remind patrons about the obscenity laws. Sites accessed must be acceptable in a public place. Parents are responsible for their children. Site MCA obscenity law.
Educate staff on Internet policy and complaint procedures. Forms should be readily available.
Patron Concern about Library Resources Form
Our library appreciates your concern.
Name: Address: Phone:
State your concern(s):
Have you used this resource?
Book, movie, program, electronic resource?
What alternative resource to you suggest?
What action are you asking the library to take?
Signed: Date:
Representing an organization: Others involved:
This form goes to the director and then to the review committee who reports to the board. The board decision is final. If appealed, it goes to the city attorney.
Timeline for action:
[A copy of this form is given to the patron making the complaint.]
#3. The community desperately needs a new library, but as the library board and director attempt to build it they meet with resistance in the community.
Solution: Call another librarian who has gone through this.
Have a frank discussion between the director, trustees and staff – have one voice.
Let folks know what it will cost them.
Form focus group and do a community wide and in-house survey.
Get friends group and foundation involved.
Appoint a person to head up the charge.
Determine who will contact whom.
Committees report back to group in a month.
Go forward.
Send thank yous.
Work on those who are not in support of the new building.
Be persistent.
#4. A large company is protesting its tax bill and its refusal to pay has tied up millions of dollars. County commissioners are facing tough decisions as they try to figure out what to do.
Solution: Board and director need to openly discuss a plan on how to approach the situation (threat). Formulate a two-fold plan:
A. Approach county commission and ask if board representatives can meet with them either at an informal meeting or be placed on the agenda for a regular commission meeting. The library needs to understand the potential impact of this situation. Let the commission know that the library wants to be fiscally responsible. Seize any opportunity to let them know about library services.
B. The board and director have a dialog about strategies in case of reduction of salaries.
Keep county commission informed. The library may be the salvation in case of economic down turn and serve as ‘the community hub’. Sponsor public forums/listening sessions and invite commissioners, company representatives, press, and the public. Allow the company to state the issues as seen within the corporation. Establish ground rules and welcome only constructive ideas and dialog ; no tomato throwing. The director might facilitate the forums. The library could also assemble a fact sheet with information about the county budget and the library budget (including what % goes to each department).
#5. The library’s bond issue was defeated resoundingly in an election campaign that caused some hard feelings. Library supporters need to regroup and decide what to do next.
Solution: Examine reasons for failure: nonsupport of chamber of commerce, consistent misrepresentation in news media, hard feelings/grudges in centers of influence, other bond issues on the ballot, library did not prepare the community, library director made presentations and the community perceives this as an extreme bias.
Meet with all boards associated with the library: trustees, friends, foundation, and commissioners. Enlist a facilitator to lead the meeting. Gather opinions, lead discussion, vote to pursue bond issue or not.
Investigate why the bond failed. Meet with opponents and LISTEN. Examine the library’s own procedure and actions.
Organize: publicity, posters, yard signs, presentations, financial information, legal advice, letters to the papers, foundation’s role. Director stays in the background.
#6.
Solution: Library must adapt to change. Make an effort to determine if the population change is temporary or permanent.
Collect growth demographics on an annual basis from the school superintendent (public school enrollment and home school enrollment), state census (age – may determine technology needs in community), churches (age, income, employment), senior program director, chamber of commerce, economic development council, board of trustees (about the business community), city/county/state (what impact population changes might have).
The library needs to prepare a snapshot of the changes and share/communicate information to board: library needs (service, collection, staff, space, hours, programming) and stats and anecdotal information about how the library serves the community. This should also be presented to the community. Efforts need to be made to establish the population maintenance level for operating budget; it increases or decreases with population and programs and funding must be reallocated. If community is growing, the library can be on the lookout for new partners and new trustees. Can issue newcomer’s greeting.
#7. The new chair of the trustees informs the director that she [the chair] will be attending all staff meetings in the future.
Solution: With politeness and respect, inform the new chair that attending staff meeting is not within her jurisdiction. Refer to Section 9.1 of the trustee handbook, offer orientation from the State Library, and give her other sources to use such as Jim Connor at trusteecollege@msn.com. Let her know her willingness to get involved is appreciated, but in an educated way that is valuable to the future of the library. Butt out!!
#8. A newly appoint trustee hears about the library needing more funding so he approaches the local Kiwanis Club about a donation without asking either the director or his fellow trustees.
Solution: This is a problem situation. It is understandable that the newly appointed trustee may be acting enthusiastically and thinking he/she is being helpful in approaching the Kiwanis Club upon hearing that the library needs more funding. This problem should be seen as a great teaching moment.
The solutions include having an orientation program in place for the new trustee and going through the public library trustee handbook, perhaps, in sections. Also, making the trustee aware that the board works in unity, that the board has a funding priority, and that there is a gift and donation policy already in place.
The director and board need to find out exactly what transpired between the trustee and the Kiwanis Club to start damage control if necessary and/or to use the information to some advantage. After orientating and educating the new trustee on how the board always works in unity and on understanding library policies, it is hoped that the new trustee’s enthusiasm will be channeled through the board.
