It's not just privacy, porn, and pipe-bombs: Libraries and the ethics of service

It’s Not Just
Privacy, Porn,
& Pipe-Bombs:
Libraries & the ethics of service

Lane Wilkinson
October 12, 2012

Ethics Awareness Week
The National Center for
Photo by emdot on Flickr, CC BY-NC-ND 2.0 Professional and Research Ethics

Bona fides

Photo by ifmuth on Flickr, CC BY-NC-ND 2.0

Hi, y’all!

Photo by Lawson Whitaker

It’s fun to talk about bombs

Photo by dkshots on Flickr, CC BY-NC 2.0

I want to talk about service

Photo by siuto717 on Flickr, CC BY-NC-ND 2.0

What I want to talk about

• Where do we go for professional ethics?
• What is ethics anyway?
• What’s professionalism?
• The ethics of library service.

Photo by kmtucker on Flickr, CC BY-NC-ND 2.0

FIRST, SOME DILEMMAS…

Photo by Stefan Baudy on Flickr, CC BY 2.0

A circulation dilemma:
Fifty Shades and the G.E.D.

Photo by JMAZ on Flickr, CC BY-NC-ND 2.0

A reference dilemma:
The surgery

Photo by cmdrcord on Flickr, CC BY-NC-SA 2.0

Should you use your library school log-in?

Do we deliver?

Photo by jessie.millan on Flickr, CC BYY2.0

A circulation dilemma:
The list of books

Photo by vincealongi on Flickr, CC BY 2.0

A library dilemma:
What are we doing about our ERIC
documents on microfiche?

Photo by Mr. T in DC on Flickr, CC BY-ND 2.0

WHERE DO WE GO
FOR OUR
PROFESSIONAL
ETHICS? Photo by kittysfotos on Flickr, CC BY 2.0

Our professional codes?
Photo by cavale on Flickr, CC BY-NC-SA 2.0

I. We provide the highest level of service to all library
users through appropriate and usefully organized
resources; equitable service policies; equitable access;
and accurate, unbiased, and courteous responses to
all requests.

II. We uphold the principles of intellectual freedom…

III. We protect each library user's right to privacy…

IV. We respect intellectual property rights…

V. We treat co-workers and other colleagues with
respect…

VI. We do not advance private interests at the expense of
library users…

VII. We distinguish between our personal convictions and
professional duties…

VIII. We strive for excellence in the profession by
maintaining and enhancing our own knowledge and
skills…

“The principles of this Code are
expressed in broad statements to
guide ethical decision making.
These statements provide a
framework; they cannot and do
not dictate conduct to cover
particular situations.”

RUSA Guidelines for Behavioral Performance of
Reference and Information Service Providers
1.0 Approachability 3.0 Listening/Inquiring.
The reference interview is the heart of the reference transaction and is crucial to the success of the process. The librarian must be effective in identifying the patron's information needs and must do so in a
In order to have a successful reference transaction, patrons must be able to identify that a reference librarian is available to provide assistance and also must feel manner that keeps patrons at ease. Strong listening and questioning skills are necessary for a positive interaction. As a good communicator, the librarian:
comfortable in going to that person for help. In remote environments, this also means placing contact information for chat, email, telephone, and other services in General
prominent locations, to make them obvious and welcoming to patrons. Approachability behaviors, such as the initial verbal and non-verbal responses of the librarian, 3.1 Communicates in a receptive, cordial, and encouraging manner.
will set the tone for the entire communication process, and will influence the depth and level of interaction between the staff and the patrons. At this stage in the 3.2 Uses a tone of voice and/or written language appropriate to the nature of the transaction.
process, the behaviors exhibited by the staff member should serve to welcome the patrons and to place them at ease. The librarian's role in the communications 3.3 Allows the patrons to state fully their information need in their own words before responding.
process is to make the patrons feel comfortable in a situation that may be perceived as intimidating, risky, confusing, and overwhelming. 3.4 Identifies the goals or objectives of the user’s research, when appropriate.
3.5 Rephrases the question or request and asks for confirmation to ensure that it is understood.
To be approachable, the librarian: 3.6 Seeks to clarify confusing terminology and avoids excessive jargon.
3.7 Uses open-ended questioning techniques to encourage patrons to expand on the request or present additional information. Some examples of such questions include:
General
! Please tell me more about your topic.
1.1 Establishes a "reference presence" wherever patrons look for it. This includes having Reference Services in a highly visible location and using proper signage (both ! What additional information can you give me?
in the library and on the library's Web site) to indicate the location, hours, and availability of in-person and remote help or assistance. ! How much information do you need?
1.2 Is poised and ready to engage approaching patrons. The librarian is aware of the need to stop all other activities when patrons approach and focus attention on the 3.8 Uses closed and/or clarifying questions to refine the search query. Some examples of clarifying questions are:
patrons' needs. ! What have you already found?
! What type of information do you need (books, articles, etc.)?
1.3 Acknowledges others waiting for service.
! Do you need current or historical information?
1.3.1 Employs a system of question triage to identify what types of questions the patrons have when more than two patrons are waiting. Frequently asked questions, 3.9 Maintains objectivity and does not interject value judgments about subject matter or the nature of the question into the transaction.
brief informational questions, directional questions, and referrals can be answered quickly, allowing more time to devote to in-depth reference questions. Remote
In Person 3.10 Uses reference interviews or Web forms to gather as much information as possible without compromising user privacy.
1.4 Establishes initial eye contact with patrons, and acknowledges the presence of patrons through smiling and attentive and welcoming body language.
4.0 Searching
1.5 Acknowledges patrons through the use of a friendly greeting to initiate conversation, and by standing up, moving forward, or moving closer to them.
The search process is the portion of the transaction in which behavior and accuracy intersect. Without an effective search, not only is the desired information unlikely to be found, but patrons may become
1.6 Remains visible to patrons as much as possible. discouraged as well. Yet many of the aspects of searching that lead to accurate results are still dependent on the behavior of the librarian. As an effective searcher, the librarian:
1.7 Roves through the reference area offering assistance whenever possible. Librarians should make themselves available to patrons by offering assistance at their General
point-of-need rather than waiting for patrons to come to the reference desk. To rove successfully, the librarian should: 4.1 Finds out what patrons have already tried, and encourages patrons to contribute ideas.
4.2 Constructs a competent and complete search strategy. This involves:
1.7.1 Be mobile. Get the patrons started on the initial steps of their search, then move on to other patrons.
! Selecting search terms that are most related to the information desired.
1.7.2 Address the patrons before addressing their computer screen. Patrons are more likely to confide in librarians and discuss their needs if they do not perceive the ! Verifying spelling and other possible factual errors in the original query.
librarians as "policing" the area. ! Identifying sources appropriate to the patron's need that have the highest probability of containing information relevant to the patron's query.
1.7.3 Approach patrons and offer assistance with lines such as, "Are you finding what you need?" "Can I help you with anything?" or "How is your search going?" 4.3 Explains the search strategy and sequence to the patrons, as well as the sources to be used.
1.7.4 Check back on the patron’s progress after helping them start a search. 4.4 Attempts to conduct the search within the patrons’ allotted time frame.
4.5 Explains how to use sources when appropriate.
1.7.5 If the reference desk has been left unattended, check back periodically to see if there are patrons waiting for assistance there.
4.6 Works with the patrons to narrow or broaden the topic when too little or too much information is identified.
Remote 4.7 Asks the patrons if additional information is needed after an initial result is found.
1.8 Should provide prominent, jargon-free links to all forms of reference services from the home page of the library's Web site, and throughout the site wherever 4.8 Recognizes when to refer patrons to a more appropriate guide, database, library, librarian, or other resource.
research assistance may be sought out. The Web should be used to make reference services easy to find and convenient. 4.9 Offers pointers, detailed search paths (including complete URLs), and names of resources used to find the answer, so that patrons can learn to answer similar questions on their own.
In Person
4.10 Accompanies the patrons in the search (at least in the initial stages of the search process).
2.0 Interest
Remote
A successful librarian must demonstrate a high degree of interest in the reference transaction. While not every query will contain stimulating intellectual challenges, 4.11 Uses appropriate technology (such as co-browsing, scanning, faxing, etc.) to help guide patrons through library resources, when possible.
the librarian should be interested in each
patron's informational need and should be committed to providing the most effective assistance. Librarians who demonstrate a high level of interest in the inquiries of 5.0 Follow-up
their patrons will generate a higher level of satisfaction among users. To demonstrate interest, the librarian: The reference transaction does not end when the librarian leaves the patrons. The librarian is responsible for determining if the patrons are satisfied with the results of the search, and is also responsible for
General referring the patrons to other sources, even when those sources are not available in the local library. For successful follow-up, the librarian:
General
2.1 Faces the patron when speaking and listening.
5.1 Asks patrons if their questions have been completely answered.
2.2 2.2 Focuses attention on the patrons. 5.2 Encourages the patrons to return if they have further questions by making a statement such as “If you don’t find what you are looking for, please come back and we’ll try something else.”
In Person 5.3 Roving (see 1.7) is an excellent technique for follow-up.
2.3 Faces patrons when speaking and listening. 5.4 Consults other librarians or experts in the field when additional subject expertise is needed.
5.5 Makes patrons aware of other appropriate reference services (email, etc.).
2.4 Maintains or re-establishes eye contact with patrons throughout the transaction.
5.6 Makes arrangements, when appropriate, with the patrons to research a question even after the reference transaction has been completed.
2.5 Signals an understanding of patrons’ needs through verbal or non-verbal confirmation, such as nodding of the head or brief comments or questions. 5.7 Refers the patrons to other sources or institutions when the query cannot be answered to the satisfaction of the patron.
Remote 5.8 Facilitates the process of referring patrons to another library or information agency through activities such as calling ahead, providing direction and instructions, and providing the library and the patrons
with as such information as possible about the amount of information required, and sources already consulted.
2.6 Maintains or re-establishes "word contact" with the patron in text-based environments by sending written or prepared prompts, etc., to convey interest in the
5.9 Takes care not to end the reference interview prematurely.7
patron's question.
Remote
2.7 Acknowledges user email questions in a timely manner. 5.9 Suggests that the patrons visit or call the library when appropriate.
2.8 States question-answering procedures and policies clearly in an accessible place on the Web. This should indicate question scope, types of answers provided, and
expected turnaround time.

53 bullet points. 1,555 words.

Our professional training?

“ethical questions such
as the provision of
information that has
the potential to harm
society (e.g., how to
build a bomb) are now
concrete issues that
reference librarians
encounter in their daily
lives” (p.20)

“If an individual…asks if
there is any material on
how to freebase
cocaine, do you provide
it?” (p.42)

Should a librarian
provide how-to-
commit-suicide
information to a
troubled teen? (p. 44)

Our social functions?

“The mission
of librarians is
to improve
society…”

-David Lankes

Photo by library_mistress on Flickr, CC BY-NC-ND 2.0

We need professional codes

Photo by urbanhiker on Flickr, CC BY-NC-SA 2.0

We need to discuss extreme cases

Photo by U.S. Dept. Of Defense, Public Domain

We need to embrace social justice

Photo by Smoovey on Flickr, CC BY-NC-ND 2.0

But, we also have to deal with that fine…

Photo by yuan2003 on Flickr, CC BY-NC 2.0

We have codes, policies, training, and missions.
How should we balance them?

Photo by archeon on Flickr, CC BY-ND 2.0

SO, LET’S TALK
ETHICS… Photo by ocs_camp on Flickr, CC BY-NC-SA 2.0

Ethics
The study of morality.

Morality
A set of norms, ideals, and virtues that
guide our behavior.

Common morality
The norms, ideals and virtues that bind all moral agents.

>
Community morality
The norms, ideals, and virtues that spring from specific
cultural, religious, or institutional sources.

Professional morality
Our community specific norms, ideals, and virtues.

Professional ethics
How should we apply our community specific morality?

Where I’m coming from…
Meta-ethics: Non-cognitivism (prescriptivism)
Hare, R. M. 1952. The Language of Morals. Oxford: Oxford Univ. Press.

Normative ethics: Hybrid Kantian constructivism
Korsgaard, Christine. 2009. Self-Constitution: Action, Identity and
Integrity. Oxford: Oxford Univ. Press.
Rawls, John. 1971. A Theory of Justice. Cambridge: Harvard Univ. Press.

WHAT IS
PROFESSIONALISM?
Photo by kenyee on Flickr, CC BY-NC-ND 2.0

Photo by Leo Reynolds on Flickr, CC BY-NC-SA 2.0

1. Professional roles are socially
constructed within a community.

Photo by desmondkavanagh on Flickr, CC BY-ND 2.0

2. Our role is a function of our expertise.
Photo by raster on Flickr, CC BY-NC-SA 2.0

3. Professionals are entrusted with certain
decision-making responsibilities.

Bunge, Charles. 1999. “Ethics and the Reference Librarian.” The Reference
Librarian, 31, no 66: 25-43.
Photo by thorinside on Flickr, CC BY-SA 2.0

4. Professionals assume certain
practical obligations.

Photo by julishannon on Flickr, CC BY-NC-ND 2.0

Librarians are professionals
1. Socially constructed role
2. Specific skills and expertise
3. Decision-making responsibility
4. Practical obligations

Photo by dana_d on Flickr, CC BY-SA 2.0

AN ETHICS OF
LIBRARY SERVICE

Photo by archeon on Flickr, CC BY-ND 2.0

Our ethics of service should be tied to
our professional status.

Photo by wwworks on Flickr, CC BY 2.0

COROLLARY 1:
OUR ROLE IS SOCIALLY CONSTRUCTED,
SO WE SHOULD ACT ON BEHALF OF OUR
COMMUNITIES.

Photo by v1ctory_1s_m1ne on Flickr, CC BY-NC 2.0

1. Act on behalf of your community

Remember that you are privileged Photo by stephendann on Flickr,
CC BY-SA 2.0


Know your stakeholders Photo by furlined on Flickr, CC BY-NC-SA 2.0


Don’t undermine your responsibilities
to your communities. Photo by jose.jhg on Flickr, CC BY-NC-SA 2.0

1. Act on behalf of your community*

*Remember that common morality
trumps community morality.
Photo by churl on Flickr, CC BY-NC-ND 2.0

COROLLARY 2:
OUR ROLE IS A FUNCTION OF OUR
SPECIALIZED SKILLS, SO WE SHOULD ACT
ACCORDING TO OUR EXPERTISE.

Photo by spkbxxx on Flickr, CC BY-NC 2.0

2. Act within your expertise

Understand your skills Photo by Oldtasty on Flickr, CC BY-NC-SA 2.0


Don’t exceed your expertise Photo by yellowbookltd on Flickr, CC BY


Don’t deny your expertise
Photo by heathbrandon on Flickr, CC BY-SA 2.0


Embrace professional development Photo by NASA, pub. domain

COROLLARY 3:
WE HAVE DECISION-MAKING RESPONSIBILITIES
SO WE MUST RESPECT AUTONOMY.

Photo by tronathan on Flickr, CC BY-NC 2.0

3. Respect patron autonomy

Remember that you are
moral equals Photo by colinjagoe on Flickr, CC BY-NC-SA 2.0


Respect the autonomy
that has been ceded to you Photo by domincspics on Flickr, CC BY 2.0


Do not infringe on
what has not been ceded Photo by tomx20 on Flickr, CC BY-NC-ND 2.0

COROLLARY 4:
WE HAVE PRACTICAL OBLIGATIONS,
SO WE SHOULD UNDERSTAND THEM.

Photo by wink on Flickr, CC BY-NC-SA 2.0

4. Understand your practical
obligations

Understand your
contractual environment Photo by LOSINPUN on Flickr, CC BY-NC-SA 2.0

obligations

Practical dilemmas
vs.
Ethical dilemmas Photo by anyjazz65 on Flickr, CC BY-NC-SA 2.0

obligations

Accept the practical consequences
of your decisions Photo by s_myers on Flickr, CC BY-NC-ND 2.0

obligations

Remember that it’s not always
about right and wrong. Photo by zen on Flickr, CC BY-NC-SA 2.0

CONCLUSION:
AN ETHICAL
FRAMEWORK

An ethical framework
Your professional role Your professional ethics

Socially constructed Act on behalf of your community

Based in expertise Act according to your expertise

Decision-making responsibility Respect autonomy

Practical obligations Accept practical
consequences

Solving dilemmas
Is my decision consistent with…

1. my professional role within the community?
2. my expertise?
3. respect for autonomy?

Photo by theilr on Flickr, CC BY-SA 2.0

Solving dilemmas
By acting on this decision, am I…

1. Upholding my duties to all stakeholders?
2. Willing to accept practical consequences?

Photo by theilr on Flickr, CC BY-SA 2.0

In other words…

Photo by deathtogutenberg on Flickr, CC BY-NC-ND 2.0

Thanks!

http://senseandreference.wordpress.com
Photo by brent_nashville, CC BY-NC 2.0

It's not just privacy, porn, and pipe-bombs: Libraries and the ethics of service

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