Recognizing the responsibility of library staff members of maintain a pleasant environment for the public in the library, this manual discusses the library user's and library employee's rights under the law and how to protect them. It is arranged alphabetically by the type of problem or emergency that may be encountered. The procedure for handling a difficult situation follows a definition of the situation. While some of the procedures in this manual are already implemented in various departments, they have been compiled as a reference tool for other staff members. Two detailed sections, one on complaints, accidents, and emergencies, and the other on problem behavior, follow an introduction and a page of useful telephone numbers for public and social services, and hospitals in the area. Included in the complaints, accidents, and emergencies section are: questions about circulation, library materials, selection, and policies; fire in the library; injury or sudden illness of patron or staff member; and power failures. The section on problem behavior includes a variety of possible problem patrons (angry or irate patrons, chatty patrons, disruptive children or adults, drugs, alcohol, mentally disturbed patrons, solicitors, sleeping patrons, and sexual deviants) and problem situations (annoying telephone calls, theft of library materials or property, triggered book detection system, verbal abuse of staff, and weapons). A list of possible legal consequences for various offenses, several sample forms, and a list of helpful hints are appended. (THC)