Research Guides: PRA Training: Confidentiality and Ethics

Patron Confidentiality

Patron privacy manifests in several ways

A patrons book selection or reading habits are private: We do not tell other patrons who has checked out a book, or what materials a patron is browsing.
A patrons research is private: A patron could be researching for a class project, or personal research but we do not disclose this information to other patrons.
A patrons study habits are private: We do not let other patrons know who is in our building, how often they visit the library, or what they spend their time in the library doing.

Examples of maintaining patron privacy

A patron wants to borrow a reserve book that is checked out. We cannot tell the patron who has the book, we can only tell them when it is due back. This prevents patrons from harassing patrons into returning the book early, or harassing them into giving up their time with the material.
A patron is looking for someone in the library. We cannot confirm if we have seen the person they are looking for. This prevents incidents in which a library patron my have a stalker or harasser.
A patron wants to contact a student. We cannot provide any contact information such as phone numbers, emails, or other contact methods. We can suggest the patron check on the Knox College directory which is open to Knox College faculty, staff, and students, but we cannot check for them.

Staff confidentiality manifests in several ways

You don't share a staff members work schedule with patrons.
You don't share a coworkers personal contact information with patrons (work contact information is ok!)
Never confirm if a staff member is in the building or available. Take the patrons name and information and call/contact the staff member they are looking for. This allows the staff member to prepare for any patrons, and avoid or deflect potentially difficult situations.

Examples of maintaining staff privacy

A patron comes to the desk asking to meet with a librarian. You call the librarian who suggests that the patron should meet with another staff member.
A patron comes to the desk asking when a PRA works next. Instead of providing the PRA schedule you take the patrons name, email, and other contact information so that the PRA can reach out to the patron.