Engagement Could be a Troublesome Word for Libraries' Social Media
When I saw the list of libraries who have published polices regarding user behavior for their social media accounts, I quickly tapped on the link for Brooklyn Public Library to see their policy. (The list is contained in one of our required readings - "Staying Social: Why Your Library Needs Social Media Polices") I was impressed with the wording of their policy and started thinking about parts of it I would like to talk about with the director at the public library where I work. (Williamson Public Library, NY)
Next on the reading list is the ALA's Social Media Guidelines for Public and Academic Libraries. Less than one minute into this reading and I became very uncomfortable. The ALA's well written and clarifying definition of "Designated public forum" had me sitting on the edge of my chair. As I continued to read this article, my concerns grew. Out the window went my belief that libraries can maintain control of what the public posts in the comment sections of the libraries' social media posts. Profanity (delete). Gender slurs (delete). Angry, critical, accusatory, scornful comments about books found on the library's shelves (can't delete). It appears from the reading that those comments are protected under the First Amendment due to the library not being a private entity.
This concern of mine is not because I want to control free speech. It is because of how quickly the messaging and social media environment for the library could change from a positive, informative, community-based hub for learning into a hot bed of conflict and debate. Last year, the library where I work was put on notice by a concerned patron that a local Moms for Liberty group had posted that they were having demonstrations at two libraries in Wayne County on a particular Friday. Our library was one of the two listed. We were quickly given training on what to do and what not to do if there was a demonstration. The training included what to do if one or more of the members of that group came behind the circulation desk, where our individual workstations are located, to film us as they question us - something they had done at other locations.
What happened that Friday was a terrible windstorm with heavy rains and no demonstration. All of us Friday library workers were so happy that Mother Nature saved us from the conflict. We do have visitors to our library sometimes who are not nice to us or other patrons, but not on a large scale. I would be very sad if people started using our social media comment section to be nasty and disagreeable. Unlike an incident in the physical building that comes and goes, comments on social media stays around for other people to see and react to for a very long time.
Does anyone in this forum have any experience with negative comments on a library's social media account?
Hi Christina!
ReplyDeleteWow! I can't believe that you almost had to deal with that! I don't know how I would handle the demonstrators coming behind the desk and shoving their phones in my face. I would love to say that I would be able to calmly tell them that they are not allowed to be behind the desk and they need to step away, but I would probably be freaking out. It blows my mind that people ever want to protest/demonstrate at a library. We just want people to read! I am probably assuming things because it is banned books week but that is the only thing I can think of that it would be about. Does your library have a formal policy in place for this type of situation now? Or do they think this won't happen again so it was just a one and done?
Thanks for asking Beth! Yes. We now have a formal policy in place about anyone filming us or confronting us about materials in our library. The Library Director has also put up signage at either end of the circulation desk which clearly states that only employees are allowed in the area behind the circulation desk. We have always had 911 alarm necklaces that we each keep next to our computers that we can easily click in an emergency, but we had never been concerned before about a scene like the one you described in your comment. Basically, we are not to engage in a conversation with them about their accusations etc. and find a way to contact 911. We are two buildings down from the volunteer fire department and the state police station is around the corner on Route 104. There's more to the policy, but that's the two most important parts in my mind. Don't respond and contact 911.
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