INTRODUCTION, by Kendall Wiggin, former New Hampshire State Librarian

PREFACE, by Bette Anderson, former NHLA Intellectual Freedom Chair

How Not to Handle a Complaint: #1, by Rebecca Rule

Part One: INTELLECTUAL FREEDOM IS A STATE OF MIND

• Intellectual freedom - an acquired attitude, by A. J. Anderson
• IF Checklist
• Think Ahead
• The Mission Statement
• Policies
• Elements of a Materials Selection Policy
• Intellectual Freedom Policies
• Procedures

How Not to Handle a Complaint: #2, by Rebecca Rule

Part Two: "OH MY GOD, IT'S HAPPENING TO ME!

• Answer Me This: When Someone Complains
• "Duck! " : Making the Most of That First Contact
• Internal Response
• External Response
• Sample letter to Complainant from a Public Library

Part Three: PICK YOURSELF UP, DUST YOURSELF OFF

• Pick Yourself Up, Dust Yourself Off: How To Deal With the After-Effects of a Formal Challenge, by Ann K. Symons
• All Assistance Gratefully Acknowledged
• Now That You Have Their Attention
• Attitude Adjustment
• Recordkeeping in the Aftermath
• Evaluating the Process
• Quotes on Intellectual Freedom
• Librarians are Censors When They ...

APPENDIX: RESOURCE GUIDE

• Laws and Legislation
• Amendments to the United States Constitution
• New Hampshire Laws
• Notable First Amendment court cases

American Library Association Documents:

• The Freedom to Read Statement
• The Freedom to View
• Library Bill of Rights
• Interpretations:
  • Access for children and young people to videotapes and other nonprint formats
  • Access to electronic information, services, and networks: an interpretation of the Library Bill of Rights
  • Access to library resources and services regardless of gender or sexual orientation
  • Challenged materials
  • Confidentiality of library records
  • Diversity in collection development
  • Economic barriers to information access
  • Evaluating library collections
  • Exhibit spaces and bulletin boards
  • Expurgation of library materials
  • Free access to libraries for minors
  • Governmental intimidation
  • Library initiated programs as a resource
  • Meeting rooms
  • Restricted access to library materials
  • Statement on labeling
  • The universal right to free expression
  • Resolution on the use of filtering software in libraries
• American Library Association Code of Ethics

Samples:

• Open Access to Ideas and Information Policy
• Rochester Public Library Materials Selection Policy
• Lebanon Public Library Public Access Internet Policy
• Rochester Public Library Meeting Room Policy
• Rochester Public Library Meeting Room Registration Form
• Exhibit Policy
• Exhibit Agreement Contract
• Exhibit agreement waiver of liability
• Request for reconsideration

New Hampshire Library Association Response Procedure

Potential Allies

Bibliography

How Not to Handle a Complaint: #5, by Rebecca Rule