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Reference training

Introduction to Unit 7

In this unit, we will talk about handling professional ethics, including patron privacy and intellectual freedom.

Patron Privacy / Professional Ethics

Module 6 of the OLC tutorial  addresses professional ethics

  • Professional Ethics
  • Library Policies
  • Library Bill of Rights
  • Free Access to Libraries for Minors
  • Serving All Patrons Equally - 

    You will especially notice here that this page is directed at public libraries and that some of our rules may not seem equal. For example, faculty, staff, graduate students, undergraduate students, retirees, and community users have different rules about circulation, computer access, and sometimes even library access. Why?

    Academic libraries have a different mission than a public library. The University Library, like most academic libraries, recognizes the research and educational missions of the institution and the different roles these types of patrons play in that mission.
    The library pays for access to our electronic resources. Most of these are available to public users only on campus when logged into visitor computers, but are available to those with GSU credentials off campus as well. A few are restricted by campus due to the licensing agreements; these agreements are to keep the resources affordable and available to those who need them most.

    However, all patrons are treated with respect at the service desks and all questions are given due consideration and patrons are treated fairly regardless of ethnicity, religion, abilities, and age.

  • Privacy and Confidentiality - CIPA and the Online Predators Act tend to be less relevant in a university setting because we have few minors, but they are good things to be aware of.
  • Freedom to Read
Why is privacy so important?

One reason is to protect a patron's right to access the information they need. If patrons fear that we may share or judge their information requests, they may be reluctant to get critical information.  One example is if a teenager wants to know how to prevent getting a sexually transmitted disease. If the teen fears that his/her parents will find out about their request, or feels the librarian is judging them, the patron may not seek the information that could be critical to his/her health.

Other sensitive issues besides medical issues could be relationship status, abuse situations, and money issues.  Some issues are not particularly sensitive, such as if a patron asks for a popular best seller or help finding a cake recipe.  But our principle is to keep ALL information requests private. Who  knows? Maybe they're planning a birthday surprise!

The above module contains general guidelines for patron privacy.  Here are some situations specific to working in an academic library that are included in patron privacy.

  • When asking another librarian or other employee for information to help a patron, either ask the patron's permission first or avoid giving enough information to identify the patron.
  • An instructor wants to know if a specific student has checked out a books for her class, including reference materials. (Do not give out this information.)
  • A parent wants to know the titles of the books their child has overdue or owes fines for.
  • Public safety asks what questions patrons asked at the desk.  (You should certainly report threats and suspicious behavior, etc., but  do not given out the content of information requests.  Simply reply that they had an appropriate information request.)
  • If public safety or other law enforcement ask for access to a patron's record, tell your supervisor. A subpoena is required to access a patron's library account record and you must not give anyone free access to patron information without a subpoena or further instruction to do so.
  • To maintain patron confidentiality, do not discuss the particulars of their information request with anyone who does not need to know.
  • Do not discuss patrons in a derogatory way at the desk or where others, especially students, may overhear.  (They may avoid approaching us for fear that we will talk about them in a similar way.)

We do not have a reference policy. What kinds of questions do you think the reference policy should address? (Discuss with manager.)

Quiz