1. Take a deep breath. Do not panic; remain calm.
2. Listen. If the call or visit is during your working day when you are with patrons, ask to meet at a later time or talk by phone at the earliest mutual convenience.
3. Listen again.
4. Compliment the parent/citizen for their interest. A person who takes time to contact the school or library is being a responsible, caring citizen. In a free democratic society, we welcome diversity.
5. Remain neutral. It is not necessary to agree or disagree with another person's beliefs. Make no promises. Decisions to remove a book or reassign it to another level are best made by a committee review.
6. Keep the focus of the discussion on the person making the request.
7. Provide perspective. Information in a book describes, but does not necessarily condone. The material should be viewed as an entire work, rather than isolated excerpts or words. Book reviews, selection tools, curriculum guides may be helpful support.
8. Is there a way the librarian can assist the patron in choosing more desirable materials?
9. Would the patron recommend titles to balance the collection to create multiple perspectives or a different point of view?
10. Know and follow selection policies and regulations.
11. Keep supervisor informed. Request support and assistance at any time.
12. Maintain communication at all times with all parties.
13. Have confidence in your ability as a trained, experienced professional to select materials.