ULA wants to allow for physical distancing so rooms will have some lower capacity. Arrive early to your sessions. When a room reaches capacity, the doors will be closed to indicate that the session is full.

HIGHLIGHTS | Unforgettable Speakers, Exhibitors, New Products and Services, Fun and Entertaining Networking Activities and Social Events

TRACKS | General Librarianship, Public Librarianship, Academic Librarianship, Management & Leadership, Technical Services, and Youth Services

The Utah Library Association advocates for libraries and cultivates leadership development to promote library excellence for the Utah Library community.
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Friday, May 20 • 1:30pm - 1:50pm
Intellectual Freedom First Responders 101 - Handling the first contact for Reconsiderations and Complaints

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Quick training on best practices to handle that first connection with a patron or staff with complaints or challenges. Focus on listening to the patron while setting aside your own biases, asking key questions to get the relevant info you will need for a proper response, and what to do next.

Learning objectives:
Understanding what the difference between a complaint and a reconsideration request
Essential questions to ask to gain trust with the individual while obtaining what you need to properly respond
Knowing when to ask for time before responding and when to offer the reconsideration form

avatar for David Bird

David Bird

RASRT Chair, Salt Lake County Library
Library ManagerRuth Vine Tyler Library, Salt Lake County Library Services

Friday May 20, 2022 1:30pm - 1:50pm MDT
Twilight 2