Paragraph I of the American Library Association's Code of Ethics reads:
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.The intent is that each of us gives every patron the same level of respect, attention and courtesy.
We don't, for example, give city or county officials preference over other patrons, or treat "street people" with less respect than others. Children and their questions are given the same level of care we give to adults.
When there are barriers that seem to make it difficult to give everyone equal service - we can't speak the patron's language, for example - it is our responsibility to find ways to overcome those barriers. Some tips on doing that are included in the MORE Manual.
This statement means that even if you do not agree with what the patron wants to do, even if you dislike the information asked for, you must put aside your personal opinions and handle the request in a neutral, impartial way.
There will be times when you react strongly against what the patron asks. For example, suppose a patron asks for material supporting an election measure lowering salaries of all public employees by 30%! Or perhaps a patron wants information on starting a business in town that will compete with a business owned by your friends. You have a duty as an information provider to do your best to provide the patron with the information wanted.
Your personal opinions are yours off the job. At work, you must remain unbiased.
Go to All questions are important.
Back to American Library Association Code of Ethics.
Back to MORE Manual Home Page.