Summary
Depending on the situation, it may be better to say as little as possible. If the person is part of a larger organized effort, they may be trying to get you to say something they can twist out of context later. A useful phrase is “Thank you for sharing your concern with me. I can tell you that every effort is made to ensure that our collection reflects your first amendment rights. Would you like to read our Collection Development Policy?”
Body
Role playing ideas from the Marketing team can be found here.