Libraries and the Internet Toolkit
Return to the Libraries and the Internet Toolkit
Handling Tough Questions
The best way to deal with tough questions from library users, board members, the mayor or a reporter is to be prepared. The following are a few tips to keep in mind:
- Listen-don't judge.
- Anticipate questions you might be asked and practice answering them.
- Acknowledge: "You obviously have strong feelings. I respect your views. Let me give you another perspective."
- Reframe the question-Why do you think students should be allowed to view pornography on the Internet? "You're asking me about our Internet policy . . . ."
- Be honest. Tell the truth as you know it. "My experience with the Internet is . . . ."
- Remember, it's not just what you say but how you say it. Speak simply, sincerely and with conviction.
- Less is more. Keep your answers short and to the point.
- Stick to your key message. Deliver it at least three times.
- Avoid use of negative/inflammatory words such as "pornography."
- Don't fudge. If you don't know the answer, say so.
- Never say "No comment." A simple "I'm sorry I can't answer that" is preferable.
Return to the Libraries and the Internet Toolkit
 |
Click on the button to the left to download the free Adobe Acrobat Reader required to view and print this and other PDF files available on the OIF Web site. |
This document was last updated December 1, 2003
Links to non-ALA sites have been provided because these sites may have information of interest. Neither the American Library Association nor the Office for Intellectual Freedom necessarily endorses the views expressed or the facts presented on these sites; and furthermore, ALA and OIF do not endorse any commercial products that may be advertised or available on these sites.
|
