When we discuss barriers to information, what comes to mind? Often we talk in intangible terms, of social, intellectual and economic barriers. I know I don’t picture something as literal as a giant vault, complete with blast doors and a combination lock. It seems cartoonish somehow, to actually jail a book. Yet that is the solution the Brooklyn Public Library has found for dealing with certain materials. Case in point: Tintin au Congo, the second book in the classic Tintin series, which, as a result of a patron complaint about racist content, is now available “by appointment only”.

This appointment-only approach creates not just a physical barrier, but a psychological one as well. As ALA’s statement on Restricted Access to Library Materials puts it: “Because restricted materials often deal with controversial, unusual, or sensitive subjects, having to ask a librarian or circulation clerk for access to them may be embarrassing or inhibiting for patrons desiring the materials.”

For a more moderate approach to intellectual freedom challenges, I like the comment from Joanne King of the Queens Library:

“ ‘Our staff does a good job of explaining how materials are selected for the collection, and they practice active listening,’’ Ms. King said. “Once the customer has had a chance to express their concern and know they’ve been heard, they seem to feel satisfied.’ ”

What are some of the steps you take to resolve intellectual freedom complaints (and do they involve vaults) ?