Scene 1: What
could the bookseller have done differently?
Scene 2: What
did the bookseller do well?
o Remain calm and listen to the customer’s complaints.
o Explain the store policy for ordering books.
o Explain that it would be unfair to stop selling a book to other
customers simply because some may find it objectionable. If necessary,
politely offer to get the manager so that he/she can talk with the
customer about the complaint.
What other
potentially controversial material does your store carry that could
prompt complaints from customers?
TIP: If
your store does not do so already, consider participating in Banned
Books Week this year by creating a display of books that have been
banned or challenged in the past. Banned Books Week helps educate
customers about the need to protect First Amendment rights. Take a look
at
ABFFE’s Online Banned Books Week Handbook
for suggestions on simple but effective Banned Books Week displays.
Act II: Censorship vs.
Selection
Scene 1: How
else could the bookseller respond to the customer’s queries?
Scene 2: What
did the bookseller do well?
o She offered to order the books and/or call other stores to find them
for the customer.
o She explained that the store stocks a wide variety of materials and
makes an effort to cater to the needs and interests of the community.
o She explained that the store doesn’t regularly order the books because
they don’t tend to sell well, not out of any ideological or political
bias.
Act III:
Customer Privacy
Scene 1: What
did they do wrong? Why is it important to keep customers’ personal
information private?
Scene 2: What
would you do in this situation?
o If you are asked for customer information by a law enforcement
official, say “I need to talk to my attorney,” and call ABFFE.
TIP: Does
your store have a privacy policy in place explaining that you will not
give information about customers’ reading choices to law enforcement
without a subpoena? We recommend that you post
ABFFE’s “To Our Customers” Statement
in a place visible to customers.
