How do we safely and carefully handle one or more angry or outraged patrons who complain about items (books, films, magazines, CDs, etc.) in our library?
This 60-minute training webinar is presented by Library 2.0 and ALA author and library service, safety, and security expert, Dr. Steve Albrecht. Steve will be hosting Barry Trott.
This overview session is another in our Library 2.0 series for all library staff and library leaders to respond with tact and skill when it comes to complaints about what one or more patrons thinks is inappropriate content in the library. This webinar will also discuss how to handle the security issues and media management related to an organized protest about potentially controversial materials, both in or near your library.
This webinar recording is available without fee from November 2022 through February 2023. To have non-expiring access to the recording, please register at Library20.com (free) where the free recording will be posted indefinitely. To receive an emailed certificate of completion for this webinar, please click here.
About Barry Trott
Barry Trott, Adult Services Consultant with the Library of Virginia, to explore tools and training that can help when you have complaints about library collections. Barry says, “Book challenges are on the rise in all sorts of libraries. Being prepared to handle questions about library materials will involve more than the library director and other administrators. Often, complaints need to be first handled by frontline staff. To keep these protests from growing into a major media crisis, it’s important that public services staff know how to handle user complaints. This issue requires more than just passing the angry patrons up the chain of command. It’s essential to have a well-thought-out process for staff to rely on. This webinar will help all library employees feel more empowered during these encounters.”
About the Speaker
DR. STEVE ALBRECHT. Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, security, and supervision. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. He is currently writing the sequel, The Safe Library: Keeping Users, Staff, and Collections Secure, for Rowman & Littlefield. Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment. He has written 24 books on business, security, and leadership topics. He lives with six dogs, two cats, and three chickens. (Not all in the same room, of course.)
