How do you balance professional neutrality and social responsibility in reference work?

1 What is professional neutrality?

Professional neutrality is the idea that reference librarians should provide unbiased and objective information and services to all users, regardless of their personal views, beliefs, or preferences. This principle is based on the values of intellectual freedom, access, and diversity that underpin library science. Professional neutrality aims to respect the user's right to information and to avoid imposing the librarian's own opinions or judgments on the user.

2 What is social responsibility?

Social responsibility is the idea that reference librarians should use their knowledge and skills to promote social justice, human rights, and democracy in their communities and society. This principle is based on the values of equity, inclusion, and advocacy that underpin library science. Social responsibility aims to address the information needs and interests of marginalized and oppressed groups and to challenge the status quo of power and privilege.

3 Why are they important?

Both professional neutrality and social responsibility are important because they reflect the ethical standards and social roles of reference librarians. They help reference librarians to fulfill their mission of serving the public good and enhancing the quality of life of their users. They also help reference librarians to navigate the complex and dynamic information environment and to cope with the ethical dilemmas and challenges that may arise in their practice.

4 How do they conflict?

Sometimes, professional neutrality and social responsibility may conflict or contradict each other in reference work. For example, you may face a situation where a user asks for information that supports a controversial or harmful viewpoint, such as racism, sexism, or violence. Do you provide the information as requested, or do you challenge the user's perspective and offer alternative sources? Another example is when you encounter a situation where a user belongs to a vulnerable or oppressed group, such as refugees, immigrants, or LGBTQ+ people. Do you treat them as any other user, or do you offer them special attention and support?

5 How do you balance them?

Balancing professional neutrality and social responsibility in reference work is not an easy task, but it can be achieved. Following the code of ethics and the policies of your library and profession can provide guidance for ethical decision-making and behavior. It is important to reflect on your own values, biases, and assumptions, and to be aware of how they may influence your interactions with users. Effective communication with users is also key; ask open-ended questions to understand their needs and expectations, explain your role as a reference librarian, and provide accurate and relevant information sources. Collaborating with colleagues and peers, engaging in continuous learning, and joining professional associations or networks are also great strategies for achieving this balance.

6 What are some examples?

Reference librarians often have to balance professional neutrality and social responsibility in their work. For example, a public library librarian received a query on how to make a bomb, and followed the library's policy by reporting the incident to the authorities. They also provided the user with information on the legal and moral consequences of making and using bombs, as well as the history and causes of terrorism and violence. At a school library, a librarian noticed a student frequently asking for information on suicide prevention and mental health. The librarian provided them with information on these topics, as well as available counseling and support services at the school and in the community. They also expressed concern for the student and encouraged them to seek help if needed. Lastly, an academic library librarian was approached by a researcher wanting to access a database containing sensitive data on human subjects. The librarian verified the researcher's identity and credentials, explained the terms and conditions of using the database, and informed them about ethical principles for conducting research with human subjects and protecting their privacy.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?