A Librarian’s Guide to Explaining DEIA to Concerned Patrons

Libraries strive to serve everyone in the community by embracing principles of Diversity, Equity, Inclusion, and Accessibility (DEIA). However, patrons may sometimes question or voice objections to DEIA-related initiatives. Below is a guide to help librarians handle these conversations with empathy, clarity, and respect.

1. Understand the Context

Before engaging with a concerned patron, consider the following:

• Review the Library’s Policies or Strategic Plan: Familiarize yourself with the library’s official statements on DEIA and related policies.
• Clarify the Patron’s Concern: Listen carefully to their specific questions or objections to address them accurately.
• Maintain a Calm, Respectful Demeanor: Approach conversations with patience, empathy, and an open mind.

2. Define DEIA

A crucial step in addressing concerns is explaining the meaning and purpose behind each component of DEIA.

Diversity

Definition: Diversity refers to the broad range of human experiences and identities, including (but not limited to) race, ethnicity, gender, age, religion, ability, sexual orientation, and socioeconomic background.

Why It Matters: Libraries serve patrons from all walks of life. Having a diverse staff and collection ensures that community members can see themselves reflected in the library’s services and materials.

Equity

Definition: Equity involves creating fair opportunities and access to resources, recognizing that different people or groups may need different levels of support.

Why It Matters: Barriers like transportation, language, and digital literacy can prevent some people from accessing library resources. Equity ensures accommodations so everyone benefits fully from the library.

Inclusion

Definition: Inclusion focuses on creating environments where everyone feels welcomed, respected, supported, and able to participate fully.

Why It Matters: Even with diverse resources and equitable access, people need to feel a sense of belonging. Inclusive programs and policies promote trust and comfort among patrons.

Accessibility

Definition: Accessibility ensures that all library services, facilities, and resources can be utilized by people of various abilities and needs.

Why It Matters: Libraries should be user-friendly spaces. Removing barriers ensures that everyone, regardless of ability, can access information, education, and entertainment.

3. Communicating the Library’s Role and Values

• Emphasize the Library as a Public Institution: Remind patrons that the library serves the entire community and must offer a range of materials and perspectives.
• Highlight Intellectual Freedom and Open Access: DEIA aligns with the principle of free access to ideas—a cornerstone of library ethics.
• Explain the Benefits to the Community: A DEIA-focused approach meets the needs of a diverse population, fostering empathy and understanding.
• Underline the Non-Partisan Nature of DEIA Efforts: DEIA is about equitable service, not political agendas.

4. Practical Tips for Dialogues with Concerned Patrons

When speaking with patrons who take issue with DEIA, keep these strategies in mind:

• Listen Actively: Let the patron express their concerns fully. Paraphrase their points to ensure understanding.
  Example: “I hear you saying you feel our materials favor certain viewpoints.”
• Acknowledge Emotions: Validate any frustration or discomfort they may feel.
  Example: “I understand that changes to the collection can feel overwhelming if you’re used to different materials.”
• Provide Clear Explanations: Tie DEIA to the library’s mission, professional standards, and policies.
  Example: “Our mission states we aim to serve all patrons equitably by offering resources representing multiple viewpoints.”
• Offer Transparency: Describe the library’s selection process, including how patrons can request or challenge materials.
• Suggest Alternatives or Resources: If they disagree with certain items, guide them to other parts of the collection or encourage them to propose additions.
• Stay Neutral and Professional: Keep personal opinions out of the discussion and focus on library policies and ethics.

5. De-escalation and Additional Steps

Sometimes, a patron may remain unsatisfied or become upset. If so:

• Know When to Refer: Offer the option to speak with a supervisor or submit a written concern.
• Document the Interaction: Summarize the main points for potential follow-up or policy review.
• Safety First: If a patron’s behavior becomes threatening, follow the library’s safety protocols.

6. Sample Script/Talking Points

Patron: “Why are you focusing so much on diversity and inclusion? It feels like you’re pushing a political agenda.”

Librarian: “I appreciate you sharing your concerns. Our library’s goal is to be a welcoming space for everyone in our community. When we talk about diversity, equity, inclusion, and accessibility, we’re referring to our responsibility to serve people of all backgrounds and abilities. This helps us provide resources and programs that respect many different perspectives and needs.

Part of our mission is to make sure that no one feels excluded from learning or accessing information. That’s why we work to represent a variety of viewpoints in our collections, ensuring there’s something for everyone. If there’s a book or resource you feel we’re missing, I’d be happy to pass along your suggestions or show you our process for adding new materials. We always welcome feedback and want to serve the entire community.”

7. Recommended Resources

• American Library Association (ALA)
  Diversity, Equity, and Inclusion Resources
  Intellectual Freedom and Censorship
• Local Library Policies/Manuals: Check your library’s specific DEIA statements or policy manuals.
• Professional Development/Trainings: Attend or host workshops on conflict resolution, intercultural communication, and inclusive service.
• Community Partnerships: Collaborate with local organizations, cultural centers, and advocacy groups for additional resources and expertise.

Conclusion

An empathetic, clear approach is essential when patrons question or challenge the library’s DEIA principles. By listening to concerns, defining core terms, and grounding your explanation in professional ethics and library policies, you can help patrons understand the significance of Diversity, Equity, Inclusion, and Accessibility. The ultimate goal is to maintain a welcoming space for all patrons and ensure the library remains a hub of knowledge, community, and opportunity.