What do you do if library patrons are not feeling heard?

When you become qualified and experienced in any field you may fall into the bad habit of assuming that you know what is best for your patrons and your unconscious bias for certain materials and information may also intrude during the reference interview. It is vital to not only listen to your customer but refrain from guiding or influencing their interpretation of their needs - they do know what they want and why. Listening respectfully to their motives and understanding their situation will then help you to assist them in a way that actually suits them.

Active listening is critical to communication. I loved working in the library when I was a student, but I was not in charge of material that was on hand for circulation. I think one of the most pressing issues is should certain books be banned because a particular group has declared the books are not suitable for reading based on their morals or beliefs. I would recommend listening to the concerns, but highlighting the benefits of the books such as Tom Sawyer. As a student working in the library I would recommend referring the patron to the manager who I am certain would have a diplomatic response that would include the historical significance of Mark Twain's ability to capture the language in the book. That is huge.

It has already happened to me. I created a form, where each user suggested how he would like the library to operate, what services he was interested in and what shortcomings the library material presented. This was followed by a discussion with users and practices that were important to them were implemented

The answer depends on who you are and where you are in the organization. If you are a patron (student at a school or citizen the library serves), following up means talking with those responsible for the services. You may also need to address this matter with an outide body, such as the city council or library trustees. As a volunteer, talk with staff to make sure they are aware of the situation. As an employee, discuss the matter with a supervisor and--if appropriate or necessary--human resources or other offices. Understand that sometimes the concerns are being heard, but that the resolution takes time or requires the involvement of outside agencies that work on their own schedule. Express your concerns positively rather than angrily.

Sometimes, we detect a problem that we believe should have immediate resolution, but that require a deliberative process due to policies and governing documents. While most policies have waivers or exceptions of urgent matters, they also outline a process that should be followed when the situation is not an emergency. If you believe an issue requires attention and you do not think the message is being heard, review the library's policies to find the best way to address this matter. Does this mean you contact the director? Is there a process clearly outlined in the policies? If not, which area of the library is best able to resolve this matter? Is this a situation you noticed yourself, or something that may have attracted broader attention?