Policy: Patron Rights & Responsibilities 

If your collection development policy (including requests for reconsideration) has been recently updated, the next policy you may want to consider reviewing is your policy that oversees the expectations you have of your patrons and what your patrons can expect from your staff. This policy goes by many names; your may refer to yours as a Library Use Policy, Patron Behavior Policy, Patron Rights & Responsibilities, Code of Conduct or something else that suits the culture of your library. Regardless of what it’s called, this policy should outline exactly what is and is not acceptable behavior in your library.  

A note here before we get into specifics: it’s very easy to get bogged down with details in this type of policy. Especially if you’ve had a particularly bad experience that you are eager to avoid in the future, it can be tempting to put that in the policy. It can also be tempting to start catastrophizing and list every possible bad experience you are hoping to avoid in your library. If you work in libraries, you know that people will always find a way to surprise you and even the most exhaustive list will never be complete. Plus, you run the risk of a policy that is so long and involved it won’t get used regularly, if at all. That’s definitely not the goal.  

How do you envision the use of your library?  

A way to avoid falling down the particular rabbit hole of trying to anticipate infinite scenarios is to start by focusing on setting clear expectations about what kind of space you want your library to be for your community. Think about what you expect of every single person who walks through the door to use or staff the library. Refer to your strategic plan and mission/vision statements. Most likely you want everyone in the library to respect the people and the space. Here are some considerations you may want to include, keeping in mind any local and state laws that may affect your particular library:  

  • An alcohol, drug, and tobacco free space 
  • A space free of firearms and facsimiles 
  • A clean, comfortable environment 
  • A healthy space that follows the scientific guidelines of the CDC, local, and state public health standards 
  • An environment that allows use of the library without judgement or discrimination 
  • An institution that values the privacy of people and their information  
  • A space where everyone on library property is undisturbed, without threat of harm or the invasion of personal property or space 
  • Availability of equipment that facilitates upholding any of the standards you set for your library 

Begin to fill in some details 

While still keeping scenarios somewhat general, you can then begin to outline ways your vision for the library will be carried out. These are going to be the ways in which you will hold library users and staff accountable for coexisting in the space and using it responsibly. It will also be where you can explain what patrons and staff are encouraged to do and what they should refrain from doing while they are in the library. Keep in mind the list below contains suggestions. It is not an exhaustive list and what’s listed here may not work for your library or community. For more suggestions, I recommend going to MLS’s policy collection and navigating to their patron behavior or customer service sections. This list is designed to help you get started and to think about what’s possible for you.  

Alcohol, drug and tobacco free can address:  

  • Prohibiting use of any of these on library grounds which can include parking lots, outdoor spaces, etc., not just inside the building.  
  • The term “tobacco” instead of “smoking” can allow you to cover vaping and, if necessary, use of chewing tobacco without specifying each and every possible use 

No Firearms or facsimiles can address: 

“Facsimiles” can include “toy” firearms or firearm models made on 3D printers without having to run down a litany of all the possible ways a firearm can be represented 

Clean, comfortable, healthy space can address: 

  • Hygienic issues such as shoes, socks, shirts, etc. remaining on at all times  
  • Safety issues such as blocking sidewalks, walkways, stairwells, etc. 
  • Cell phone usage and whether it’s permitted, not allowed, or permitted only in certain areas of the library 
  • Defining spaces eligible for patron use and what spaces are staff-use only 
  • Pets in the library, whether animals (aside from service animals) are allowed at all or under what conditions non-service animals may be allowed on the premises and who is responsible for those animals 
  • Using outdoor equipment in the library or on library property, particularly if you have concerns about community members using your grounds as a skate park, arena for parkour or bike tricks, etc.  
  • Properly taking care of library property and considering responsibilities for damaging that property  
  • while using equipment or property in-building or on grounds 
  • when borrowing property and taking it off site  
  • Sleeping on library property  
  • This can be a good place to reserve the right to call 911 or non-emergency police/medical services if a patron is unresponsive or the staff is otherwise concerned for someone’s health and safety 
  • Leaving personal property unattended and who is responsible if something happens to that unattended property 
  • Sound levels – what is acceptable and in what areas 

Judgement free zone: Establish your library as a place people may use for a variety of reasons, nothing that all of those reasons are equally valid in the library’s eyes. People should feel the library is a safe space that they can use without worry. You can establish your library as a place that supports the needs of all people whether or not they are protected by law and whether or not they may be divisive in our society. You can also make a note that your library considers all activities equal and will be responded to equitably by staff. 

  • This approach has the bonus effect of minimizing the needs for lists. You don’t need to specifically lay out that a teen playing a computer game on the public computers has as much right to be in the library using that computer as someone using that same computer for academic research. You don’t need to delineate that a person using the library as a quiet space for refuge has as much of a right to use the library that way as someone attending a library-sponsored program.  
  • No individual’s use of the library should be considered more or less valuable than another individual’s use provided that they all follow the same behavioral guidelines. 

Equipment Availability 

  • Visibly placing trash and recycling receptacles in high-traffic and other logical spaces to encourage everyone to clean up after themselves and making it easier for them to do so 
  • Provide headphones for those who don’t have them if your idea of a comfortable environment includes a quiet space 
  • Offer short-term bike lock loans and position bike racks outside if your community experiences a lot of bike traffic and you want patrons to keep their bikes outside but also assured that their personal property won’t be disturbed 

Equitable Responses 

Library staff should respond to policy violations in the same way for the same violation. Outlining what a staff member should do when a patron is not complying with policy can minimize judgement calls that can put any staff person in an awkward situation. This does not have to encroach onto “procedure” territory; stating how many opportunities a patron has to correct their behavior before a a consequence is pursued is different from describing the steps to approach a given situation. For example, when a person is not complying with a particular aspect of a policy:  

  • Inform a patron that they are violating policy with the option to see a copy of the policy in question and request patron to stop  
  • A verbal warning as a next step, that if their behavior persists, they will not be allowed to continue their current activity 
  • Request patron to leave for whatever remains of that day if initial notice and verbal warning don’t work 
  • If the behavior is repeated on subsequent visits and to the extent that they have been asked to leave for the day X number of times, their use of the library will be suspended for a time determined by the Library Director based upon the severity of the infringement 

This approach sets clear expectations and boundaries based on behavior, NOT the individual and keeps the onus off of staff to make a judgement call as to how many “chances” a person gets before they are asked to stop, leave, etc. This approach also leaves a clear chain of authority. It should not be incumbent upon paraprofessional staff (front line or otherwise) to ask a patron to leave for the day after they’ve requested a patron to stop a behavior. This is a responsibility that should be reserved for senior or administrative level staff who, ideally, will have the experience and compensation to handle these more demanding tasks. Suspending a patron from library use for any length of time beyond the remainder of a day should land squarely on administrative shoulders as the Library Director (or designee in Director’s absence) would have the appropriate municipal connections to allow any kind of patron suspension to be enforced. This can include escorting a patron who is refusing to leave off the premises (which should NOT fall onto any library staff or administrator’s shoulders), issuing an order of no trespass, or checking back in to ensure the library staff are safe.  

If the library is to be a safe space for all, it needs to be a space where the people, property, facilities and equipment are treated with respect. The library is not a space to tolerate poor behavior. Once an unacceptable behavior is tolerated, it opens the door to possibly having to accept an escalation of that particular behavior and invites others to be emboldened to attempt other unacceptable behaviors. In order to keep this from happening, now is your chance to fall down that catastrophizing rabbit-hole just a little bit.  

  • Think of your most common scenarios in which a patron’s behavior is disruptive or otherwise causes your staff to complain to you. If you follow the response steps outlined above, do you feel the patron will get fair treatment and an appropriate number of chances?  
  • Now consider those more individualized experiences that you’d like to prevent from happening or wish you had a way to deal with when they happened (regardless of the likelihood it will happen again) and ask yourself the same question: If you follow the same response steps, do you feel the patron will get fair treatment and an appropriate number of chances?  
  • If you answer “yes” to these questions, you and your staff should be prepared (at least policy-wise) to handle the majority of behavioral infractions and library disruptions that come your way 
  • If you answer no at any point in the process, revise how you approach applying consequences for policy infractions until you can answer yes as you run down the list. 

Next week’s post will continue the suggestions for patron rights and responsibility policies, focusing staff responsibilities and keeping library employees safe. In the meantime, one last note that any policy discussing patron behavior should contain some type of notice that library staff, at any level, shall reserve the right to call 911 or the police non-emergency line should circumstances warrant their intervention. It is up to library administration to discuss with staff, as a group and individually if staff members have additional concerns, what “warranting circumstances” should be. I’ll go into more detail next week. 

Executive Order re IMLS – effects in Massachusetts

Dear Colleagues:

On Friday, March 14, President Trump signed an executive order that targets federal funding to libraries and museums through the Institute of Museum and Library Services (IMLS). IMLS is the single largest source of critical federal funding for libraries. IMLS’ entire program of service costs 87 cents per person (US population July 2024).

From the executive order:
This order continues the reduction in the elements of the Federal bureaucracy that the President has determined are unnecessary.

The non-statutory components and functions of the following governmental entities shall be eliminated to the maximum extent consistent with applicable law, and such entities shall reduce the performance of their statutory functions and associated personnel to the minimum presence and function required by law.

Why this matters to you and to Massachusetts libraries:
The Massachusetts Board of Library Commissioners receives $3.6 million from IMLS’ Grants to States Program. The MBLC uses these funds for statewide services for everyone, including:

  • MBLC staff: 13 of the MBLC’s 23 staff members are at least partially funded through IMLS (5 fully funded, 8 partially funded)
  • Statewide research databases
  • The Commonwealth Catalog (ComCat)
  • Summer Reading
  • The Statewide eBook Program (Library eBooks and AudioBooks-LEA) Funding for the eBook platform and some eBook content.
  • Statewide trainings for librarians to increase access for people with vision loss
  • Data collection and reporting
  • Federal funding also supports the E-Rate program

Key Points to remember:

  • IMLS’ Grants to States Program (which is how Massachusetts and every other state gets federal funding for libraries) is in statute, Chapter 72 of Title 20 of the U.S. Code, so we’ll be getting more information to clarify the impact of this executive order.
  • EveryLibrary has provided helpful statutory information
  • The MBLC has been contingency planning for several months and if federal funds are eliminated or greatly reduced, it will act to preserve the core library services it provides.
  • Everyone can take action to stop the targeted attacks on libraries.

Empowered by Libraries (MBLC)
EveryLibrary Petition: Stop Trump’s E.O. Attacks on Federal Funding for Libraries
Show Up For Our Libraries (ALA)
Federal Legislators: FIND YOUR MEMBER
State Legislators: FIND YOUR LEGISLATOR

Questions about MBLC services:

Is the State Aid to Public Libraries Program affected by federal funding? State Aid Grant Awards that public libraries receive through the State Aid to Public Libraries are fully funded by the annual state budget line 7000-9501. Not federal funding. However, all staff who work in the State Aid Unit are funded in part through federal funding. Data reporting through ARIS will continue.

What do I do if I have an LSTA grant from the MBLC? If you received a federal grant (LSTA) from the MBLC in July 2024, your grant is secure and you should proceed with your intended service. For libraries that recently were awarded Explore Grants, the MBLC is proceeding with grant disbursement as planned. Should that change the MBLC will reach out to individual grant recipients.

Are the grants from Massachusetts Public Library Construction Program (MPLCP) affected by federal funding? The MPLCP is not federally funded. Governor Maura Healey and the State Legislature included $150 million for the MPLCP in the Economic Development Bill.

Are any of the MBLC services going to be immediately affected? Right now, statewide databases, ComCat, and the other services the MBLC provides (mentioned above) will continue. Should that change, the MBLC will notify the library community immediately.

The executive order raises many questions about which programs are statutory, and which are discretionary. In the days ahead, the MBLC will work with our state and federal partners to determine a course of action and provide you with more information as it becomes available. Please reach out with questions anytime.

Sincerely,
Maureen Amyot
Director, Massachusetts Board of Library Commissioners

Read the COSLA statement on the Executive order impacting IMLS

Requests for Reconsideration 

If you are already looking over your collection development policies based on our last blog post, here is the other, crucial side of your collection development policy: offering a space for patrons to express their concern about library materials, or a Request for Reconsideration. 

You may have noticed how much the word “professional” was used in the last post. That is because, while librarians are trained professionals, they are often not recognized as such. It’s not common knowledge that to be a professional Librarian, someone needs to hold a Master’s in Library and Information Science (MLIS). Because we deal so frequently at the intersection of information and people, the rights upheld by the First Amendment come into play more often than many people would expect and it’s essential that the professional, non-partisan nature of librarianship should be emphasized.  

What is a Request for Reconsideration? 

When it is presented in good faith, a Request for Reconsideration (RfR) opens discourse between the library and its community and can create a better understanding between both parties. It’s important for the public to understand, however, that RfRs take extensive time and effort which ends up costing the library and the municipality’s taxpayer dollars – time, effort and taxpayer dollars that are taken away from doing another part of library work for your community. To allow professional librarians to continue to be good stewards of taxpayer dollars and to understand the basis of a good faith request, requests for reconsideration should require the patron to fully consider their objection and put it in their own words. When putting together a standard RfR form to accompany your collection development policy, consider beginning with a basic template (you can find an example here) and then adding the following requirements to the process in order to protect the time and efforts of library staff and encourage good faith challenges: 

  • A signature that acknowledges both receipt and understanding of the collection development policy, including the review process 
  • A notice that challenged materials will NOT be removed, relocated, or restricted from any collection while under consideration 
  • The length of time before a specific title (item, material, etc.) may be challenged again once a decision has been made (for example: once a determination has been made a title cannot be challenged again for 2 years, including new editions that may come out) 
  • Notice that only an official reconsideration form will activate a reconsideration procedure. * Phone calls, rumors, voiced concerns, emails, social media comments, etc. are not sufficient to initiate a reconsideration process, though it is important for the library to keep track of these “informal” complaints. Anyone bringing a concern to the library may (and should) be given an official reconsideration form. 
  • Notice that an official reconsideration form must be filled out in its entirety. Incomplete, anonymous, or otherwise partially completed forms will not be sufficient to activate the process 
  • Notice that form(s) must be filled out in the challenger’s own words; copied and pasted text from other sources (websites, social media, etc.) invalidate the personal nature of the concern and may not be considered 
  • A statement requiring that the person raising a concern be a member of the community (ex. resident, cardholder, etc.). For example: “In striving to be good stewards of taxpayer dollars, challenges brought by those outside the library’s community may not be considered” 
  • A request that the patron suggests alternative material that is of equal literary quality, can provide similar information, and convey as valuable a picture and perspective of the subject as the item they are requesting be removed 
  • A description of the appeals process should the patron disagree with the library’s initial response to the reconsideration request 
  • Ideally (depending upon library staffing levels), the process should consist of a review by a committee of professional staff appointed by the director 
  • 1st appeal of the committee decision should be to the Library Director 
  • 2nd (and final) appeal lies with the Library Board of Trustees who will conduct a challenge hearing and render their binding decision at the following Board meeting.  

Handling challenges to library materials 

Should a patron want to challenge library materials, they should be made aware of what to expect on the library’s part as well. Describing the process that a request for reconsideration will go through provides the community with transparency and accountability on behalf of the library.  

  • The Library should strive for a review timeline that is reasonable based on staffing conditions, ** but should also be timely in relation to a filed complaint. Two weeks to 1 month for a full, formal review from the filing of the initial complaint to providing the complainant with a decision is generally reasonable. Unless a severe staff shortage prevents the process from moving forward, all efforts should be made to keep the review process moving along swiftly.  
  • The Library should consider the item in question in its entirety, not taking passages, excerpts, clips, or descriptions out of context 
  • The Library should review all parts of the purchasing process and review the decision to make the purchase in the context of the collection development policy 
  • The Library should remain as objective as possible. Should the challenged item not meet the selection criteria, the library must be willing to acknowledge that the item is unsuitable for the library collection and withdraw the item.  
  • Whenever possible, the person who made the initial selection to purchase the item should not be on the appointed committee to review an item when it is challenged.   

Additional considerations you may want to make in regard to a reconsideration process:  

  • Require this process for challenges not just to selected materials, but to displays and programming as well. Displays and programs are also library services that are thoughtfully curated by professionals and are subject to internal guidelines and policies. You can include programming and displays in your collection development policy or have a separate policy on the curation and selection of display materials and programs. All complainants should receive a copy of the relevant polic(ies) to review, so make sure you are covered with what they may be objecting to.  
  • Keep frontline staff interactions at a minimum. Challenges are often highly charged exchanges, even when conducted civilly. This puts a stress on anyone receiving the complaint. Train frontline staff (use scripts if you can***) to acknowledge that the person is bringing a concern to them; inform the person that there is a formal procedure that all those who want to pursue a complaint must follow and; if at all possible, send that person to the Library Director (or official designee in the Director’s absence). Frontline staff’s efforts are best directed toward their regular duties, responding to the needs of patrons with more routine requests  

Expressing the responsibilities of both the complainant and the library ensures that a good faith challenge receives full consideration; reduces the appearance of arbitrariness (both in responding to a challenge and selecting materials); and clarifies the duties of the library staff when this situation arrives at your library’s doorstep.  

*  The library should strongly consider funneling all informal RfRs through the library’s administrative team. This will both limit the amount of time desk staff spend listening to complaints that, ultimately, they won’t have the power to address; and allows the official RfR form to be given to the person with a concern by someone with the knowledge to fully answer questions about the collection development policy and authority to respond to the patron’s request.  

** Staffing shortages are all too common in library services, particularly with professionals leaving library service. If you find at the beginning of the process that you are unable to follow the timeline set out in your policies, it is crucial that you are upfront about this, communicate it in an objective manner to the patron making a complaint and provide the patron with an updated timeline based on your current staffing situation.  

*** More information on scripts will be coming in a future blog post! 

MBLC Service Update – March 13, 2025

MBLC Service Update 
March 13, 2025 

☝️ NEED TO KNOW 

Is the State Aid to Public Libraries Program affected by federal funding? 

State Aid Grant Awards that public libraries receive through the State Aid to Public Libraries are fully funded by the annual state budget line 7000-9501.  Not federal funding.  However, all staff who work in the State Aid Unit are funded in part through federal funding. — Cate Merlin, Head of State Programs 

🆕 NEW BLOG SERIES! Fortifying Your Library with Al Hayden

Welcome to our new blog series designed to help you fortify your library to protect you, your staff, and your patrons. A library is at its strongest when there are clear, unambiguous expectations for everyone to follow and one of the best ways to implement these expectations is through policy. To read more about library policy that creates stability for your staff and patrons, visit the MBLC Blog.    

🕙 MBLC Monthly Board Meeting on April 3 (Hybrid) 

Contact: Rachel Masse

The regular monthly board meeting of the Massachusetts Board of Library Commissioners is scheduled for 10AM on Thursday, April 3, 2025, at the Massachusetts College of Liberal Arts, North Adams. This is a hybrid meeting. 

😎 Apply for a Summer Library Visit with Blades by March 24 

Contact: Rachel Masse, Celeste Bruno, June Thammasnong 

The Boston Bruins mascot, Blades, loves visiting libraries throughout the entire Commonwealth to help promote the importance of summer reading! No library is too small or far for Blades.  *If your library is interested in a summer visit with Blades, please submit an application by March 24.* Selected libraries will be notified by mid-April.  Final decisions on all visits are determined by the Boston Bruins staff. 

Blades library visits are 1 hour with all event materials provided by the MBLC and Bruins.  A typical visit includes a hockey themed story (read by librarian or local VIP), hockey trivia, activity stations (coloring, beading, button making), photos with Blades, and outdoor games (such as Jenga and Connect 4). 

📰 eBook Funding Increases but Access Constrained 

Contact: Jaccavrie McNeely 

The Massachusetts Board of Library Commissioners (MBLC) recently awarded $1 million in grants to Automated Networks for purchase of eContent for the Library eBook and Audiobook program (LEA). LEA gives Massachusetts residents access to eBooks, audiobooks, and more from 389 participating libraries. For more information on increased eBook funding, visit the MBLC website. 

📰 347 Libraries Certified to Receive Local Aid 

Contact: Cate Merlin, Jen Inglis 

Libraries certified in the Massachusetts Board of Library Commissioners’ (MBLC) State Aid to Public Libraries Program receive local aid funding to directly support public library services. For FY2025, 347 municipalities and their libraries are certified in the program and will share $20 million.  For more on FY2025 State Aid, visit the MBLC website. 

️📰 Explore Grants Awarded to 18 Libraries 

Contact: Lyndsay Forbes 

The Massachusetts Board of Library Commissioners (MBLC) is pleased to announce 18 libraries will receive a combined $93,000 as the FY2025 recipients of Explore Grants. The MBLC uses federal Library Services and Technology Act (LSTA) funding to provide Explore Grants that improve library services, collections, and programs.  For more on how federal funding makes a local impact with the Explore Grants, visit the MBLC website. 

📜 Community Voices: Curating Oral Histories and Audiovisual Collections (Recording now available online) 

Contact: Jess Colati 

Watch the recording online with password: Dh+0&2%D  

Whether your recordings are audio, video, “on tape,” or born digital, curating oral histories and other media introduces new and different questions around collecting, management, preservation, and use. What equipment do you need to capture or digitize? How do you calculate storage? Should you work with a vendor? Do you need permission to make people’s stories and historical recordings available in your library and online? View the recording online, and/or contact Preservation Specialist Jess Colati with any questions or to schedule a 1-on-1 appointment. 

🤝 Library Advisory Office Hours (Online) 

Contact: Al Hayden 

Monday, March 24 at 2PM – More Information & Zoom Link 

Monday, April 14th at 9AM – More Information & Zoom Link 

Open to all Directors, Trustees, Library Friends, and Foundation Members. They are designed to be an open-ended, safe space for questions and interaction among participants. Sessions will NOT be recorded, and chats will NOT be saved. Registration is not required; stop by anytime during the hour!  

🗨️ Preservation Office Hours (Online) 

Contact: Jess Colati 

Tuesday, March 25 at 10AM – More Information & Zoom Link 

Tuesday, April 8 11 at 10AM – More Information & Zoom Link 

Open to all interested in ensuring safe and stable storage and improving collection management for your library or organization’s preservation projects.  Connect with the MBLC’s Preservation Specialist, Jess Colati and colleagues around the Commonwealth that work to advance the protection of cultural collections during monthly office hours.  Sessions and chats are not recorded or saved. 

💬 State Aid Office Hours (Online)  

Contact: Cate Merlin  

Wednesday, March 26th at 2PM – More Information & Zoom Link  

Wednesday, April 16th at 9AM – More Information & Zoom Link  

Join Cate Merlin, Head of State Programs, and your fellow Library Directors, Trustees, and others seeking advice and answers as we embark upon the FY2026 budget season. Make sure your next budget, materials spending, and hours open fully meet State Aid requirements, and share ideas for budget strategies with others- registration is not required, and session and chats will not be recorded or saved.    

📈 Census Bureau Data 101: Resources and Services (Online) 

Contact: Al Hayden 

Tuesday, March 18 at 2PM – More Information & Zoom Link 

In this workshop you will learn about U.S. Census Bureau’s surveys and data resources available to help you understand, access, and use Census Bureau data, which can be helpful to libraries for community research and outreach, program planning, and resource allocation.  We will take a tour of the Census Bureau’s website and highlight areas that may be most useful to library staff and patrons and provide a demonstration on how to quickly pull up your community’s data profile. 

👭 Building Friendships Between People with and without Disabilities: A Train-the-Trainer Workshop (Online) 

Contact: Ally Dowds 

Wednesday, March 19 at 1PM – Registration & Zoom Link 

The ARC of Massachusetts will facilitate a 2-hour train-the-trainer workshop model to equip library staff with the skills and strategies needed to foster friendships between people with and without disabilities. This interactive presentation will provide practical tools to help integrate inclusive practices into your organization.  Registration is required. 

🖥️ B&T Connect Training (Online)  

Contact: Cate Merlin 

Thursday, March 20th at 10am – More Information & Zoom Link   

Thursday, March 27th at 2pm – More Information & Zoom Link 

The State Aid team is excited to introduce Baker & Taylor Connect to the Library community! B&T Connect is the data analysis and visualization counterpoint to B&T Collect. This training will walk you through the basics of creating and viewing data and charts using years of your library data (and data from all MA libraries), so you can better advocate for your libraries and communities. 

🌍 Breaking Bad Conversations about Climate Change with John E. Fernandez (Online)  

Contact: Andrea Bono-Bunker, Heather Backman 

Tuesday, March 25 at 1-2:30PM – Register here to attend! 

Please join us to learn how to better communicate about challenges facing our climate with Professor John E. Fernandez, a practicing architect, a full professor in the Department of Architecture at the Massachusetts Institute of Technology, and the Director of MIT’s Environmental Solutions Initiative. Professor Fernandez will leverage his experience engaging across diverse sectors of American society – the public sector, private sector, communities, and civil society generally – to offer ways in which to engage in non-confrontational, nonpartisan, and, most importantly, positive conversations about climate change. The aim of the talk will be to discuss cases in which conversations are likely to be derailed by current misunderstandings and explicitly confusing information and offer pathways toward, if not agreement, then purposeful enhancement of understanding and empathy. Professor Fernandez will also offer several information and communication assets developed over the past few years by the MIT Environmental Solutions Initiative.   

This webinar was planned by the Massachusetts Board of Library Commissioners,  the Massachusetts Library System, and the Vermont Department of Libraries.   

🌈Special Populations Deep Dive: Massachusetts Commission on LGBTQ Youth (Online) 

Contact: Ally Dowds 

Wednesday, April 2 at 2PM – Registration & Zoom Link 

Join us for a conversation and Q&A with the Massachusetts Commission on LGBTQ Youth to learn more about its Annual Recommendations for state agencies (including the MBLC!), the Safe School Initiative, and opportunities for trainings and technical assistance to schools across the state. The Commission advises others in state government on effective policies, programs, and resources for LGBTQ youth and will help connect you to resources and latest news to help libraries support youth in their communities.

👕18th Annual Bruins PJ Drive 

Contact: Rachel Masse, Celeste Bruno, June Thammasnong 

It’s not too late to join the Boston Bruins, DCF/Wonderfund and Cradles to Crayons to collect pajamas for kids in need until March 15. Together, we hope to collect 10,000 pairs of new PJs! 

For more details on how your library can participate, visit the MBLC Website for the Bruins PJ Drive Toolkit. 

💙 Participate in the Empowered by Libraries Campaign! 

Contact: June Thammasnong, Celeste Bruno 

🧰 Campaign Toolkit  

This year, the MBLC is encouraging libraries in Massachusetts to invite their patrons to share their story of how the library has helped them at LoveMassLibraries.com.  As part of the FY2026 Legislative Agenda‘s theme of Empowered by Libraries, their stories will demonstrate the importance and impact of our Commonwealth’s libraries to state representatives and legislators during the legislative budget season and beyond.  Learn more about how your library can participate with the Empowered by Libraries Toolkit. 

📅 Registration is open! Library Summit on Social Cohesion: April 11, 2025 from 10AM to 3:30PM at Devens Common Center 

Contact: Jack Martin (MLS) 

Registration & More Information 

In collaboration with the Massachusetts Library System (MLS) and Simmons University School of Library and Information Science, we are excited to announce the Library Summit on Social Cohesion!  This in-person event will provide a nourishing day for library staff to strengthen relationships within our profession and to support our important role fostering social connection in our communities.  The theme of the summit is: Together We Thrive: Libraries as Catalysts for Social Cohesion. Registration is required. 

Collection Development Policies 

Welcome back to our blog series helping libraries strengthen and protect themselves. The last post talked about policy in general. This and the next several posts will be offering recommendations for specific policies that, if you haven’t updated them within the last 2 years, you should be prioritizing their review. 

What makes a strong collection development policy?

The first policy that any library should make sure is strong, recent, and clear is their collection development policy. This policy explains to any interested member of the public the reasoning behind why your library chooses the items that go into your collection. It provides the guideposts by which library staff makes their decisions about what goes into a library collection. It is critical in helping the public understand that books don’t appear on the shelves by magic; they are not chosen blindly or at random and the amount of work and professional input that goes into managing a library’s collection is substantial. A strong collection development policy focuses on key distinctions that make libraries and librarians uniquely qualified to make materials choices:  

  • Professional training – make sure your policy clarifies that those making your collection development decisions are trained professionals. A Librarian with an MLIS will have had collection development training as part of their professional degree. If you have paraprofessionals making collection decisions, make sure they have received training so they understand the basic principles of collection development and understand prioritizing the needs of the community over personal preferences.  
A computer monitor displays library course content on a desk in a stock image, promoting collection development. The monitor shows "Basic Library Techniques: Collection Development and Management Part 1."

The Massachusetts Library System has just deployed a Collection Management course as part of their Basic Library Techniques learning modules. It provides solid understanding of what goes into collection development and management. Should this not fit your needs, there are several additional online options to make sure your staff are up to date on their skills. Feel free to reach out for some additional suggestions.

  • Professional review sources – Booklist, Library Journal, School Library Journal, are all professionally vetted review sources that librarians have relied upon and trusted for years. Collection decisions based on reviews by these professional journals (and select others, including but not limited to Horn Book, Publisher’s Weekly, etc.) are the primary means by which to make informed decision. Specify that you do NOT make collection decisions based on resources that are not widely professionally accepted. 
     For example: Common Sense Media is not a collection development tool, though it and other similar resources may be helpful readers' advisory tools to help patrons find material that are relevant to them. This recognizes that, while librarians do not have the time to personally read every book that goes in the collection, they are making those choices in good faith based on industry and professional standards. 
  • Weeding as part of professional collection duties – Weeding is a natural part of the collection cycle, but unexpected, large weeding projects can erode public trust. Community members are not library professionals and often don’t understand that weeding is not only a normal part of library operations, but an essential one to keep collections relevant, updated and circulating. Be clear about your criteria for weeding and emphasize that it is part of your staff’s expertise as collection managers and well within the scope of professional duties to determine whether or not a book warrants a place in the library’s collection. Having a part of your collection development policy dedicated to CREW/MUSTIE guidelines reminds your staff and your patrons that weeding is not an arbitrary process. Give an approximate timeline of how often or under what circumstances your staff will evaluate what’s in their collections.  
  • Professional determinations of sections – It is generally worthwhile to include the sections you have in your library (adult, children, teen, media, library of things, audiobooks, large print, etc.). It will also be worthwhile to note in writing that the sections are not limited to any particular age group and are arranged to help make library materials as easy to find as possible. The responsibility of material relevance lies with the individual, or with a caregiver for their own child(ren). The section in which an item resides is not designed to determine the audience for that item. If your library makes use of stickers to highlight genres or for other wayfinding purposes, you may want to mention this as well, noting that the sticker is a tool to help match relevant material with its reader and is not a restrictive guideline.  
  • Professional determinations of relevance – The professional review sources like those mentioned above give approximate age ranges that the materials are intended for. It is up to the professional librarians to determine relevance from there; relevance for the collection, relevance for the community and relevance for individuals who may be interested in the topic. Your collection development policy is a great opportunity to remind people of your training which makes these types of relevance determinations as a matter of course. You would likely not give Erik Larson’s Dead Wake to a 3rd grader doing a poster presentation on the Lusitania. You may, however, give an adult a fiction book whose audience is primarily teens because the book has all of the tropes, action, and/or themes that reader enjoys. You may also give a teen a picture book for a project because it has images that are captivating, rare, or may describe concepts in a way that can help describe a topic to other people, regardless of the teen’s mastery of the topic. The possibilities are endless, so I don’t recommend trying to get specific in your policy. It may be worth your while, however, to describe how books end up in certain sections to help patrons find materials and note that those sections may be browsed by anyone who finds the topic relevant.  
  • Inclusivity as a professional standard – Most collection development policies state that they strive to be representative of all people in their community. The broadness of this statement can feel all-encompassing or inclusive, but in reality, is vague enough to be difficult to define. Consider defining the communities, identities and groups you want to ensure are represented in your library. * This list does not have to be exhaustive; “including but not limited to” can be a powerful phrase. Specifically naming communities you know are marginalized or underrepresented demonstrates your commitment to ensuring representation in your collections and makes purposefully excluding those named communities against library policy. Highlighting and strengthening your commitment to vulnerable communities has an additional benefit of being solid ground for display themes. When you outline these specifics, know that you will be backed up by State Law Chapter 78, Section 33 which states that public library staff develop collections that reflect the breadth of human experience, which is both diverse and interconnected. There are several Massachusetts organizations which agree upon this principle. 

Community Input

Your library’s collection should reflect perspectives that you find in your community, perspectives that may broaden your community’s horizons, and be able to anticipate their needs. Consider having a method for community members to communicate to you items they would like to see in your collection outlined in your policy. It is an opportunity to find out what your community may be interested in. You are under no obligation to put every item that someone from the community suggests into the collection. Suggestions must still follow your collection development policy. Outlining those expectations directly in your policy allows your community members to voice their opinions while simultaneously setting boundaries that trained library professionals are the ones who make the final decisions on what the library puts on its shelves.  

Some additional questions to consider when thinking about community input include:  

  • What qualifies as a community member – A resident? A library card holder? Will you have a community member identify themselves as such?  
  • How will you address local authors in your policy?  
  • How will you address unsolicited donations, particularly those where patrons may expect to see those donations on-shelf?  
  • What timeline will you give for a response (if any) to any community collection request?  

* A last note about collection development policies is that they should always have some type of request for reconsideration as part of its policy. This is a hugely important step in protecting intellectual freedom for all, and as such, deserves its own blog post. I’ll break down some considerations to keep the process of a challenge as straightforward as possible in the next installment. 

 

Protecting You, Your Staff and Your Patrons

Welcome to the first in a series of posts designed to help you fortify your library to protect you, your staff, and your patrons. A library is at its strongest when there are clear, unambiguous expectations for everyone to follow and one of the best ways to implement these expectations is through policy.   

Good policies reduce ambiguity and create stability for you, your staff, and your patrons. Solid, consistently applied policies build a foundation of trust and accountability which goes a long way to keep the library from undue scrutiny. When you are a consistent, trustworthy institution (as we know libraries are) you can dispel appearances of bias or arbitrariness, making one hurdle towards support and funding easier to clear.  

Make Sure Your Library’s Policies are Thorough

Policy should be a primary focus of Trustee Boards and Library Directors, who should work together to create the strongest policies possible. The Director will inform the Board with the boots-on-the-ground input about library operations. The Board will offer an outside perspective, different skill sets, and, occasionally expertise (depending on what a Board member does for their day job) and ideally, implement a schedule for reviewing and updating the policies. Make sure your policies have been updated within the last 2 years. If you have a lot of policies that need updating, work together to put a schedule together and consider prioritizing these:  

  • Collection Development *including a request for reconsideration (RfR) process* 
  • Patron Behavior/ Patron Rights and Responsibilities/ Library Use
  • Programming (including a RfR) 
  • Crisis Communication (with scripts)
  • Meeting Room Use 
  • Circulation 
  • Social Media 

Guidelines for Establishing Library Policies

When you are looking through your policies, here are a few general guidelines to keep in mind that can apply to all of them:  

Think in terms of what you can allow
Libraries exist to provide access. A list of restrictions will never be comprehensive enough to cover all possible infractions and only serves to keep your library from being a welcoming space. Setting up expectations and boundaries go a long way to creating a mutual understanding of not just what cannot be done in your library, but what can be done there as well. 

Use plain, clear language
Your policy binder should be a regularly consulted, guiding force in your library. Be as clear and concise as you can so that frontline staff can easily refer to and explain your library’s policies to anyone using your library in a way that everyone can understand.  

Take advantage of your resources
There’s no need to reinvent the wheel. Many a solid policy has been made by taking the most relevant and useful pieces of policies from other libraries and putting them to use in your library. The Massachusetts Library System (MLS) has an extensive collection of library policies for you to use as a starting point. Take a look at other libraries in the state with similar populations, sizes or town governance for ideas as well. Never hesitate to reach out to the MBLC for assistance!   

Consistency is key
Exceptional customer service is a hallmark of standard library operations here in Massachusetts; staff get to know patrons and are able to tailor services accordingly. This should always be our priority, but we need to make sure that our policies are being applied consistently. Your newcomers or occasional users should have no less consideration than your frequent flyers. This is one consideration that can protect you and your staff the most. If you can’t apply your policy to every single person who walks through your doors, you need to revisit it. Otherwise, your policy won’t be able to withstand scrutiny and you, and your staff will lose the credibility and protections your policy is there to provide.  

Think of your staff
Will your staff be able to enforce all of the policies you’re updating? Do your boots-on-the-ground people feel the policies are reasonable? A bit of feedback, especially for policies that are new or heavily revised can go a long way to helping your staff be consistent when the polices are approved by the Board. 

Consider who you’re not reaching (yet)
Every library has groups of patrons that are underrepresented in the library’s services. If you are weaving in concepts of inclusion; taking into account different cultures, abilities and perspectives; working to ensure that all community types are welcome in your library directly into every policy, then your policies will be more accessible to everyone who comes through your doors. The more accessible they are, the easier they will be to understand, enforce and apply consistently. 

Have your drafted policies reviewed by an attorney
Most cities and towns have a solicitor they use for advice. Given that most MA libraries are town departments, you should avail yourself of their services for advice on your policies. An attorney comes with a knowledge of recent case law and what is enforceable. Your municipality should appreciate your efforts. Any initial investment in reviewing your policies will provide long-term protection and cost-savings for your municipality overall.  

Train Staff and Review Policies Regularly

As much as we would love it to be the case, policy is never a one-and-done situation. Make sure you’re devoting time to remind and train everyone on your staff throughout the year. Make sure there is a digital copy of the policy binder that all staff can access, give your policies dedicated space on your library’s website, and make sure there is at least one full, printed copy of the policy binder at every service point. (Bonus points if you have printed out extra copies of policies that may frequently come up, so your staff is ready to give a copy to patrons.)  

If a policy no longer works for you, you have the right to change it. You do not have to wait until the policy is up for its next review to make tweaks. If you or your staff are finding a policy difficult to follow or enforce, or if you are finding that a policy cannot be applied equitably for all library users, work in changes that make more sense and get the changes on your next Board agenda.  

Most people did not get their MLIS in hopes that they would be able to craft sound library policy one day. However, getting your policies in order will help you and your staff do the other important work of librarianship more confidently and with less stress. Please don’t hesitate to reach out to the MBLC for assistance on policy considerations or helping Boards of Trustees get up to speed with needed policy changes. 

AASL Commends the Massachusetts Board of Library Commissioners

CHICAGO – The American Association of School Librarians (AASL) formally commends the Massachusetts Board of Library Commissioners (MBLC), approving a resolution made by the Massachusetts School Library Association (MSLA), an AASL Chapter. AASL annually recognizes outstanding programs, events, and products nominated by AASL Chapters for their support of the school librarian profession and the learners the profession serves. The full list of 2024 commendations can be found on the AASL website.
“The Massachusetts Board of Library Commissioners has made my job of high school librarian easier from day one,” said MSLA President Barb Fecteau. “The resources they provide make it possible for my students to succeed in many different ways. This year, they have gone above and beyond by highlighting the importance of school librarians across the Commonwealth by publishing The ‘Top 5 Reasons for Having a Licensed School Library Teacher in Every School.’ I read a LOT and it’s my favorite thing I have read all year!”
The MBLC strives to provide every resident of Massachusetts with full and equal access to library information resources. The Board has recently launched a new school Librarian webpage showcasing school librarians as educational professionals and has included “The Top 5 Reasons for Having a Licensed School Library Teacher in Every School” in the 2024 Legislative Agenda. The two-page PDF showcases how school librarians are educational professionals impacting reading achievement, preparing students to participate in a diverse society, developing media literacy skills, and staying up to date on technology.
AASL President Becky Calzada added, “Our AASL Chapters have brought forth eighteen stellar commendations. These recognitions highlight the advocacy of intellectual freedom, access of inclusive literature, celebrates students’ use of media and technology that incorporates the integration of AASL Standards and advances the understanding of school librarians as educators. The AASL Board of Directors is grateful for the keen eyes of our state chapter leaders for bringing these resolutions forward. Commendations acknowledge and expand awareness of the important work happening in many local communities in support of school libraries, school librarians and the learners they serve.”
All AASL Chapters are eligible to nominate outstanding programs, events, and products for national recognition. To be commended, nominees must align with the principles expressed in the AASL’s mission and value statements. The full list of 2024 commendations can be found on the AASL website.
The American Association of School Librarians, www.aasl.org, a division of the American Library Association (ALA), empowers leaders to transform teaching and learning.
Contact:
Jennifer Habley
Manager, Members & Chapters
American Association of School Librarians (AASL)
jhabley@ala.org

Survey Results: Library Services for Justice-Impacted Individuals

To better understand library services to incarcerated and formerly incarcerated individuals, Ally Dowds, Consultant to Special Populations at the Massachusetts Board of Library Commissioners, recently conducted a survey of public, school, academic, and special libraries. Of the 48 respondents, 9 currently provide outreach services to incarcerated individuals and 4 support reentry efforts in their communities. “The results confirm that libraries want to do more to provide services, but they need support, staffing and funding to do so,” said Ms. Dowds. Many libraries stated that they simply “don’t know where to begin.” Libraries also reported needing better connection to community partners and access to continuing education to prepare staff. The survey is the first step in the MBLC’s ongoing efforts to support libraries as they provide services to incarcerated people and reentry services or support for returning citizens at libraries.

Overview

General:
• 48 Respondents
• 40 Public Libraries

Outreach:
• 9 currently provide outreach to incarcerated individuals
• Blend of book donations, legal support and comprehensive services

Outreach Needs:
• Continuing Education and Staffing were primary needs of those currently providing outreach services
• New outreach – 29 responded “Where do I begin?”; 25 needed connection to a partnership. Continuing education also a big factor

Reentry:
• 4 libraries currently provide reentry services or support returning citizens at the library
• 37 libraries reported they do not

Reentry Needs:
• 24 reported needing more information
• 26 reported “Where do I begin?”
• 23 reported needing access to community partners
• Continuing education, community partnerships were top responses

Survey Responses

Survey question "Please select your type of library" with responses 40 public, 1 school, 1 academic, 6 special. The special libraries are all law libraries.
Survey question "Does your library currently provide outreach services to a local jail, prison, or youth detention center?" with responses 9 yes, 38 no, and 1 other

Type of outreach reported 

  • Book donations and access to book sale items 
  • Institutional library card for staff to reserve and check out items to bring back to facility 
  • Outreach visits to facilities to give book talks, book groups, technology and art programming, and occasional author talks 
  • Greenfield Community College offers courses and library services at Franklin County House of Corrections 
  • Legal reference question support 

    *”Yes” respondents were (1) juvenile detention center, (5) county jails or House of Corrections, (3) state prisons. 
Survey question "If yes, does your library need additional support?" with responses 1 funding, 4 staffing, 6 continuing education, 2 other.
Survey question "If your library provides outreach services to incarcerated individuals, do you collect data (statistical or anecdotal) to show the impact or efficacy of your services?" with responses 4 yes, 8 no.
Survey question "Would your library be interested in partnering with a local jail, prison, or a youth detention center to provide supportive library services to individuals experiencing incarceration?" with responses 6 already do, 13 yes, 13 maybe, 16 need more information.
Survey question "If yes, or considering, outreach to incarcerated individuals, what does your library need?" with responses 18 continuing education, 25 partnership or connection to institution, 15 funding, 29 where do I begin?, 5 other.

“Other” response: 

  • More staff 
  • Method of delivery of materials to institution 
  • Loss prevention around materials 
  • Inactive library cards 
Survey question "Does your library currently provide services, resources or programs for returning citizens or reentry support?" with responses 4 yes, 37 no, 7 other.

Types of re-entry support: 

  • Re-entry fairs and Re-entry Center partnerships/drop-in services 
  • Legal support 
  • Internet access 
  • Digital literacy and tech support around social service applications (ie, Registry of Motor Vehicles, housing)
  • CORI-sealing workshops 
Survey question "If yes, does your library need additional support?" with responses 4 funding, 4 staffing, 8 continuing education, 8 community partners.
Survey question "If your library provides reentry services to returning citizens, do you collect data (statistical or anecdotal) to show the impact or efficacy of your services?" with responses 1 yes, 6 no.
Survey question "Would your library be interested in providing reentry support services to returning citizens?" with responses 2 already do, 16 yes, 6 maybe, 24 need more information.
Survey question "If yes, or considering, reentry support services at your library, what does your library need?" with responses 20 continuing education, 23 community partners, 16 funding, 26 where do I begin?, 4 other.
Survey question "Does your library have a librarian that could or does provide outreach in the community?" with responses 27 yes, 7 no, 11 would like to, 3 developing a new position.

If yes, who?

  • Admin (Director/Assistant Director): 5 
  • Adult Services: 5 
  • All departments: 5 
  • Outreach Librarian: 4 
  • Youth Services: 5 
  • Other: 3 

If no, reasons? 

  • Funding, funding, funding 
  • Time 
  • Staffing 
  • Development of new position  
  • Community/administrative support, funding, continuing education, blueprint for how to create position 
  • Need community input, interest and prioritization 
  • Justification and buy-in to bring library services beyond library walls  

Additional Comments: 

  • Barriers to library card signups such as ID requirements, lost materials, old charges, etc. 
  • Collaboration with initiatives such as the Prison Book Program or Prison Library Support Network 
  • Map or directory of youth detention centers, points of contact for carceral facilities  
  • Library programs/support to expunge records 
  • Continuing education on topics such as outreach partnerships (establishing, maintaining), library services to incarcerated individuals  
  • Library to library collaboration to share outreach responsibilities, alleviate burden on staffing and funding, etc.   

“I would like to see social work and other services available right here in the library…” 

“We would be interested in learning more…” 

“A huge barrier is finding prisons and jails with libraries [and] staff tasked to manage them.” 

“I…believe that helping people who are incarcerated is incredibly important and would like to see our library organization do more…” 

“… be a known ally [for incarcerated youth]…” 

“…extremely important work… I’m grateful for all libraries that are providing this for incarcerated individuals… potential to have life-changing outcomes…” 

“…[I]t’s important for libraries to provide more than just materials to incarcerated patrons…” 

Benefit of My Public Library to me as a Person with a Disability

By Penelope Ann Shaw, PhD.

I live in a nursing home. When I first came to the facility 21 years ago I was not able to go out because I was too sick. But my local public library – Thayer Library in Braintree, MA – brought me books to read. These helped me to pass my time meaningfully. 

After I had recovered sufficiently from a rare disease I got an electric wheelchair. I have now been able to go to this library in person and be less isolated – as it is within driving range and accessible.

The library is especially important in winter – when it is cold – and I need an indoor activity.

Library staff there are very helpful. They assist me in many ways. They move the chair in front of the computer I will use so I can put my wheelchair there. I sometimes need the computer moved over a little to align my chair with the screen. Staff assist me in charging my cell phone – as I cannot reach to plug it into the computer. 

At the library I like to use a computer in the adult computer area. These work properly, unlike the resident one in the facility where I live – which additionally is also in a common area with a distracting blaring T.V.

(Photo Credit: JONATHAN WIGGS/BOSTON GLOBE)

I especially like the library because I am a published writer. It is a quiet peaceful environment where I can concentrate. I can do internet research on my current topic and then print out the articles I researched.

I read these articles in bed at night. Then – when I am at the library – I edit and print each piece multiple times over many visits. This work is self-actualizing intellectually – stimulating reflection, learning and personal growth. A satisfying activity for a former academic. 

The computers I use at the library are close to the reference desk – where there is always someone who can help if I have a technical problem while working. 

The library also has a terrific used-book sale area where I can buy books I want for only $1. I read them primarily to get ideas for topics to write about. Gathering these ideas for my writing is something I can do in my facility when I cannot get to the library because of bad weather.

These books are also essential to my well-being and mental health – giving me something interesting to do in bed at night. This is because once I am lift-transferred to bed, being paralyzed I cannot get up again until morning. I can use my time there productively reading.

At the library in the reference area there a long shelf with flyers. Patrons can pick up flyers and can learn about community resources and activities. Subjects include a list of venues for volunteering. The Osher Lifelong Learning Institute of the Gerontology Institute at UMass/Boston courses and activities available at our library. Town of Braintree Elder Affairs newsletters.

Through inter-library loan at my library I was able to get a bound copy of my doctoral dissertation – from the University of Michigan archives – to read. My copy having gotten lost years ago when I ended up in a hospital and became disabled.

There is more than information at my library. Patrons benefit by services as well. As a published writer I can scan my pieces into files to share with others. There’s a copy machine if I want copies of something. Staff assist me with these. I can do neither independently as I am unable to stand or reach to complete these tasks. There are also wonderful tables at wheelchair-height where I can do my “table work” – editing drafts of my writing, for example.

Very important is the warm friendly environment created by library staff. My friends enjoy their free time travelling. On a cruise or a road trip. Playing indoor tennis. Going to their local senior center. Activities I cannot do because of my disability.

I also personally dislike passive activities – like concerts or movies – where I must sit still for an extended period of time. This is because it is only when I am in my wheelchair that I have a sense of movement, being paralyzed. At the library I feel movement in simple ways like going back and forth between a computer and the printer. 

It is a normalizing experience. I am socially integrated. So I look forward in advance to my next visit where I will be able to do what other library patrons do – be in the community, use the internet, get books. A place where library staff treat me like other patrons. I lead a full rich life when I am there.

Clearly this library makes a difference in my life. Not just educationally. Socially working at my library compensates for my disability. When I am there I am not institutionalized as I have been for almost 22 years. It is a normalizing experience. I am socially integrated. So I look forward in advance to my next visit where I will be able to do what other library patrons do – be in the community, use the internet, get books. A place where library staff treat me like other patrons. I lead a full rich life when I am there.

I leave the library only when I have worked to the point my energy level is dropping. I then know it is time to stop working. But I am not happy with the idea of returning “home” – as there I will be patronized as someone they provide care for, not as someone living a real life.

Networks Tackle Cybersecurity with MBLC State Grants

Identity theft, ransomware attacks, phishing and other types of cyber-risks are dangers that have become part of our daily existence, both as library workers and digital citizens.  In response, the websites we use now require multi-step logins, also known as multi-factor authentication or MFA.  Changes are even more striking in the workplace. Many of us log into staff applications via a VPN, or virtual private network, involving multiple steps and a dedicated phone. While our systems providers try to streamline our workflows, our computers and work phones are locked down, requiring more work simply to begin work.  Simple, shared passwords are a thing of the past. Data backup and recovery strategies are important for anyone using the internet, even casual home users.

Two years ago, news of large-scale cyberattacks exploded in the national media. The Colonial Pipeline attack in May of 2021 stood out in particular.  In July of 2021, I was made aware of some new guidance generated by New York State on ransomware attack prevention and response.  I myself had just become a victim of a ransomware attack at home, through a security hole in my backup software; the irony did not escape me. My music files were locked up and held for ransom.  At that time, I asked the nine automated resource sharing networks whether they were prepared. Were they confident with their cybersecurity posture? Were they on top of protecting core library services and patron data? Did they have the ability to quickly recover should they experience an attack?  Should all the networks, possibly with help from the MBLC, work individually or together to improve network resilience in the face of seemingly inevitable cyberattacks?

Three weeks later, on August 25th, 2021, the Boston Public Library (BPL) was hit by a ransomware attack which brought the BPL and Metro Boston Library Network systems down for a full week.  David Leonard, the President of the BPL was kind enough to meet with network administrators a few weeks later to share lessons learned — to describe what had happened, how it might have happened, how the BPL had recovered, and what step the library was taking to protect itself in future.

MBLC Awards State Cybersecurity Grants

The BPL attack showed how broadly disruptive a cyberattack can be on library services.  Networks provide the mission critical, core business functions on which every library operates.  When an attack occurs, patron records, the catalog and circulation system all become unavailable.  Ancillary systems, email, websites, access to electronic resources may all be affected.

The MBLC decided to offer a cybersecurity grant opportunity of up to $25,000 per network using state funds from account 7000-9506, Library Technology and Resource Sharing.  In total, we awarded $181,093 to eight networks.   The program ran from May 2022 through June 2023.

Each network used grant funds to address its own priorities as each was in a different place in its thinking, planning and overall preparedness.  To provide an overall framework, MBLC asked networks to categorize their activities according to the four goals laid out in the Minimum Baseline of Cybersecurity for Municipalities from MassCyberCenter. Though designed for cities and towns, the framework proved equally well suited for a common perspective on network grant activities.

The four goals are:

  1. Trained and Cyber-Secure Employees
  2. Improved Threat Sharing
  3. Cyber Incident Response Planning
  4. Secure Technology Environment and Best Practices

Not surprisingly, all eight participating addressed Goal 4. Providing technology is a network’s bread and butter. Four networks also identified staff training, and one network focused on response planning.

Minimum Baseline GoalsNetwork
Trained and Cyber-Secure EmployeesCW MARS, FLO, MVLC, SAILS
Improved Threat Sharing 
Cyber Incident Response PlanningSAILS
Secure Technology Environment and Best PracticesCLAMS, CW MARS, FLO, MBLN, MVLC, NOBLE, OCLN, SAILS

Staff Training

It’s almost a truism that human beings are the weakest link in the cybersecurity chain. Therefore, thorough training is essential. Besides a series of instructional sessions or webinars, training often includes a series of phishing tests. A security vendor will send out phishing emails or smishing texts (phishing via SMS) to see whether staff recognize the malicious messages or instead, open the message or message attachment, actions that might in the real world have led to a damaging security breach.  FLO reports that their “phish-prone percentage” came down to 7.8% from a 50% mark (half of FLO staff) at the beginning of the program, and that since January 2023 no FLO staff member has clicked on a phishing email at all, easily surpassing FLO’s objective of 5% originally set out in their grant application.

MVLC experimented with a suite of free security training tools to gauge their effectiveness. Having obtained encouraging results in participation, they will consider making this part of their annual training regime in future.

Cyber Incident Response Planning

SAILS undertook formal planning as part of the grant.  SAILS’ incident response plan, when complete, will cover the steps to be taken should there be a security breach. It will include who will be notified: the network attorney, the system vendor(s), the cybersecurity insurance provider, telecommunications support provider, the network internet service provider, and, of course, member libraries.

The plan will address the following six phases:   preparation, identification, containment, eradication, recovery, and lessons learned.

SAILS recognizes the importance of sharing the plan with member libraries. An incident can start at the library.

The Boston Public Library /MBLN network, which had suffered that significant cybersecurity attack in 2021, hired a consultant to develop a security roadmap to improve its overall security posture. Preliminary direction will have been guided by vulnerability scan and penetration testing. BPL also intends to hire a full-time Cybersecurity Analyst.

Improved Threat Sharing

No network explicitly identified threat sharing as a grant goal.  However, as part of incident response planning, networks recognize that registering with regional and national threat resource centers, such as MS-ISAC, the Multi-State Information Sharing and Analysis Center, and the New England regional office of CISA, the Cybersecurity & Infrastructure Security Agency, is critical.  Networks will proactively hear about threats that might affect them and will know whom to inform should an attack happen to them.  Networks will be better prepared to share threat information with each other in a timely fashion.

Secure Technology Environment and Best Practices

The majority of grant-related work focused on ensuring that networks’ core systems, backups, were secure, and that shared work environments being accessed by both central site staff and library staff were controlled by technologies, policies and procedures to minimize risk.

The Library System Hosting Environment

Two networks, CW MARS and NOBLE, had locally hosted library system servers. Recently, either as part of this grant, or slightly before, both networks had moved their servers into a Google Cloud environment under the management of Mobius Open-Source Solutions (MOSS).  Large-scale cloud hosts such as provided by Google and Mobius, bring assurances of a much more secure environment than any local installation could manage.  This includes physical security, system and software patching, vulnerability testing, standards, access controls, authentication, and backup and restore options.

Through a consultant, NOBLE audited the security of their servers’ new home, and especially the cloud-hosted data backups.  NOBLE’s consultant provided a series of recommendations back to Mobius that should benefit not only NOBLE and CW MARS, but other similarly situated library systems as well. NOBLE also now takes more frequent system backups, housing them in a separate location, a more secure approach.

CLAMS took a hard look at the hosting environment for their new Koha/Aspen Discovery library system from Bywater Systems. Bywater has tested incident response and business continuity plans.  Bywater had several recommendations for CLAMS, including the use of a reverse proxy server, regular vulnerability scans, an intrusion detection and prevention system, and IP access control for all Koha admin interfaces.

Equipment Replacement

OCLN and NOBLE replaced older routers in members libraries with state-of-the-art advanced firewalls that included intrusion prevention features. Intrusion prevention systems proactively check for real-time threats or attacks and take action to stop the activity.  The new routers will better protect not only the network, but also local library LANs, attached equipment and data.

The change to remote or hybrid work environments that we’ve seen over the last three years means that staff are no longer necessarily accessing the library system through library-owned computers on library-managed LANs.  As part of the grant, networks focused on ensuring that secure VPN connections are always used by both central site and library staff.  The newly purchased firewalls have made possible simplified VPN sessions for staff working remotely, and a much more manageable overall VPN environment for central site. As an example, OCLN reports that it now has single-sign-on capabilities through Google, so that staff can sign onto the VPN via a regular browser and using the same credentials that they use for Google Workspace.  And no more shared passwords among library staff!

Staff Applications: Google Workspace and Microsoft 365

Central site and numerous library staff use shared applications.  Several audits found that access to Google Workspace and Microsoft 365 needed better access controls. A clear, and near-term goal is to enforce multi-factor authentication for administrative users, and if possible, extend the requirement to all library staff.  CLAMS purchased MFA “security keys”, a small USB device for all staff to use when working remotely.  Security keys obviate the need for passwords and thereby avoid the danger of phishing attacks designed to capture passwords.

Password Strengthening and Management

CW MARS obtained a business class password management platform which enabled password strength to be audited.  By the end of the grant period, they reported that for central site staff, “Our average password strength was 94%. 0% of staff had a weak master password. 0% of staff had a reused password.”  Based on its security audit, MVLC intends to pursue a similar solution.

Email

Tighter network email attachment policies, better email verification via mailing system standards —DKIM and DMARC in particular– have been identified as ways to improve trust in email messages both coming into libraries and going out.

Penetration Testing and review by 3rd party

FLO was one of several networks that did vulnerability testing. FLO really dug into this issue, using Open Source Intelligence (OSINT) techniques to see whether there was information on potentially harmful attack vectors “out there” on the internet that might impact FLOs systems. As a result, they decommissioned an outdated server using an old operating system along, among other actions.

Not Just the Central Site – Including Member Libraries

Though some projects focused exclusively on central site systems and staff, others had broader reach. For example, MVLC’s security audit included 28 of its member libraries.

Next Steps

Every year, the MBLC provides network infrastructure grants from account 9506.  For FY24, the total grant round was increased by 33% to $400,000.  Cybersecurity investments are now allowable expenditures under this grant.   The initial MBLC cybersecurity grant round kicked off an ongoing process. Networks will take what they learned, and at the very least, invest in training, planning, plugging holes, updating policies, communicating cybersecurity roles and responsibilities to member libraries, and working together with their peers across the state to make Massachusetts libraries, resources, and library patron information safer and more secure.

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