Although advanced preparation won't eliminate censorship challenges, having established procedures in place creates a security that will allow you to deal professionally with complaints. Most censorship incidents begin with an objection to a specific work; if the complainants are unsuccessful in getting the item banned, they may try to change the library's selection policy, or ask the library to establish a policy of restricted access. When a complaint is made, these steps are recommended:

1. Listen calmly and courteously to the complaint. Try to resolve the complaint informally at the point of initial contact, and try to defuse the situation without committing the library to any specific course of action. Remember that the patron has the right to express a concern, but may not be interested in making a written complaint. Communication between the librarian and the patron at this point may result in educating the patron in the need for diversity in library collections, and may also get the complaint dropped without going further.
   
   
2. If the patron is adamant to pursue the complaint, refer the patron to the designated librarian who handles these problems in your library. The librarian will follow established procedures, which include providing the patron with a copy of the Library Bill of Rights, in the case of school libraries a copy of the AASL's Access to Resources and Services in the School Library Media Program, a copy of the library's Materials Selection Policy, and a Complaint Reconsideration Form as well as discussing the concepts of intellectual freedom as guaranteed in the First Amendment and the Library Bill of Rights.
   
   
3. If the situation cannot be resolved verbally, initiate the reconsideration procedure, which is part of the Materials Selection Policy. This process will vary from library to library, but should in all cases be uniformly and fairly applied, and allow for expeditious resolution of the matter.
   
   
4. During the reconsideration procedure, keep the challenged materials on the shelves and accessible to borrowers under the established Library Service Policy.
   
   
5. Inform the library's governing body about the complaint. Also, report the incident to the VLA Intellectual Freedom Committee (see Librarian's Report and Request for Assistance Form) and to the American Library Association Office for Intellectual Freedom.
   
   
6. Once the complaint has been reviewed according to procedure, communicate the results of the reconsideration process to the complainant in writing, explaining both the reevaluation procedure and the justification for the final decision.
   
   
7. If the incident becomes a public issue, work with local library administrators to seek support of the local press. The VLA Intellectual Freedom Committee and other organizations noted in this manual can help in suggesting methods of responding to censorship challenges.
   
   
8. If necessary seek legal advice through the library's governing body.