Services

From SLNSW

Contents 1 Serving All People Equally 2 All Questions Are Important 3 Objectivity 3.1 Major Point: All people in the community are entitled to equal, unbiased library service, and all questions deserve equal treatment.

Serving All People Equally

Point 4 of ALIA’s Core Values Statement is an important one. Not only does it call for respect for the diversity and individuality of all, it calls for being objective and neutral in the way we handle requests.

Respect for the diversity and individuality of all people.

The intent is that each of us gives every client the same level of respect, attention, and courtesy -- for example, children and their questions are given the same level of care we give to adults.

When there are barriers that seem to make it difficult to give everyone equal service -- for example, we can't speak the client's language -- it is our responsibility to find ways to overcome those barriers.

All Questions Are Important

Just as all clients receive equal treatment, so do all questions. All questions are important to the person who is asking them and deserve our fair share of attention.

For example, it may seem at first glance that a request for the words of a song is less important than the address of a business requested by a local factory. The request for the words to a song may, in fact, be critical to a client who is planning a public performance for a charity benefit. We can't be the ones to judge the seriousness of a request. Only the client who asks can do that. Every client has an equal right to the services of the library for any information request.

Objectivity

Point 4 of ALIA’s Core Values Statement also means that even if you do not agree with what the client wants to do, even if you dislike the information asked for, you must put aside your personal opinions and handle the request in a neutral, impartial way.

There will be times when you react strongly against what the client asks. For example, suppose you are a pacifist and a client asks for material supporting complete freedom of gun laws. You have a duty as an information provider to do your best to provide the client with the information wanted. Your personal opinions are yours off the job. At work, you must remain unbiased.

Major Point: All people in the community are entitled to equal, unbiased library service, and all questions deserve equal treatment.