although we do not have a policy to handle complaints, one thing we do to
ensure that there are fewer complaints is that when we acquire a collection,
be it uniforms, artwork or archival material (WWII letters etc) is that we
get to owners to sign over ownership, all rights existant and possible
future rights, to ourselves. Having complete ownership saves a lot of
headaches when someone tries to come back and challenge the use etc of the
artifacts or archives. 

and as is always the case when dealing with the public, good judgement
should prevail (ie maybe digitizing Great Aunty Gertrude in the Nude and
putting her online is not such a good idea - then again it depends on the
picture!)

Carol Reid
[log in to unmask]

> -----Original Message-----
> From: Anne Foster [SMTP:[log in to unmask]]
> Sent: Wednesday, May 24, 2000 7:59 PM
> To:   [log in to unmask]
> Subject:      policy to handle complaints?
> 
>  We have been asked, as part of a digitization grant, to consider
> developing a policy to handle complaints.  Not that we expect any-we
> aren't planning to digitize anything obviously objectionable-but you never
> know.  We've considered a policy specifically for challenges to displayed
> materials (electronic or in an exhibit) and we've also thought of
> expanding the policy to one to handle complaints in general.  
> 
> I haven't found any discussion or sample policy to deal with this issue on
> the archives or museum listservs nor in any archives or museum manuals. 
> Maybe it's not something many of us have had to deal with in the past. 
> But as we become more digitally oriented, I think we can expect
> challenges.  Moreover, as we begin to digitize entire collections, rather
> than samples or exhibits, we may really run across some problems.  Say you
> want to digitize your photograph collections.  Do you include the 1905
> photo of skinny-dipping?  Might someone consider it obscene?  But if
> you're doing a comprehensive project how can you exclude it?  We have to
> deal with donors and heirs, too.  Uncle Joe might have donated his WWII
> diary fifty years ago with the intention that it be used for research. 
> But he was thinking of serious scholars who had to sign in and work
> quietly in your oak-lined research room.  He never imagined it could be
> looked at all over the world in an instant by anyone for any reason.  Or,
> the grandkids had no idea he wrote about stuff like that! Now that they
> do, they want it restricted.  Clearly, you want to keep relations
> cordial.  But you also want to keep the material open and available.  How
> do walk that fine a line?
> 
>  In the library world, a reconsideration policy is an established method
> for dealing with challenges to books.  Obviously, the library community is
> one of the most ardent supporters of intellectual freedom and equal
> access.  The ALA's Office of Intellectual Freedom has a sample
> reconsideration policy on their website: www.ala.org/alaorg/oif/
> <http://www.ala.org/alaorg/oif/>
> 
>  I think having a pre-determined policy has a number of advantages:
> 
> 1.  It gives your front-line staff (often volunteers or students) a clear
> procedure to follow and a specific name to direct the complainant to.
> 
> 2.  It gives you a chance to educate the public about your collections and
> access policies.  Many times this ends the challenge.
> 
> 3.  It immediately calms a potentially disruptive confrontation by
> demonstrating how seriously you're taking the complaint and that you will
> really listen.  It also moves a yelling match to a nice, written
> interchange.
> 
> 4.  Much of the decision-making happens before the crises.  Also, those
> who make the decisions are professionals.  This is especially important if
> your administration or source of revenue is not.
> 
> 6.  It vastly strengthens the final decision.  (E.g. "We've followed our
> procedures to the letter and have determined to leave the material on
> display.")
> 
>  So, finally, my questions to you are:  Do you have such a policy?  If so,
> may I have a copy?  If not, what do you think about the issue?
> 
> Anne L. Foster
> Archival Fellow
> Center of Southwest Studies
> Fort Lewis College
> 1000 Rim Dr.
> Durango CO 81301
> [log in to unmask] <mailto:[log in to unmask]>
> www.fortlewis.edu/acad-aff/swcenter/
> <http://www.fortlewis.edu/acad-aff/swcenter/>
> phone: 970.247.7456
> fax: 970.247.7422
> 

========================================================Important Subscriber Information:

The Museum-L FAQ file is located at http://www.finalchapter.com/museum-l-faq/ . You may obtain detailed information about the listserv commands by sending a one line e-mail message to [log in to unmask] . The body of the message should read "help" (without the quotes).

If you decide to leave Museum-L, please send a one line e-mail message to [log in to unmask] . The body of the message should read "Signoff Museum-L" (without the quotes).