As with any public service, libraries receive complaints. One of our responsibilities is to listen in a respectful and fair manner. The complaints that librarians often worry about most are those dealing with library materials, privacy and the internet. The key to successfully handling these complaints is to be sure the library staff and the governing authorities are all knowledgeable about the complaint procedures and their implementation. From "Challenge Support", American Library Association, December 8, 2016. http://www.ala.org/tools/challengesupport
When a patron expresses concern about library materials it's important to treat them and their request like any other patron with any request. Library staff's job is to provide them the information and resources they need.
It is essential that library staff follow policies and procedures consistently with everyone who expresses concerns and submits a reconsideration form to pursue a challenge. Reconsideration policies and procedures vary, but in most cases: