Bruno's Laws
- Never Assume - Anything about anything or anyone.
Typically, the user who says "I've looked in the catalog and
you don't have the book" or the colleague who says "I've
checked every conceivable source." Skepticism as process.
- Get Off Your Duff - Pointing has its place, Emily Post to
the contrary, but the skilled librarian never simply points
the user to a complex or "iffy" source. If there is any
doubt that the user might run into problems, MOVE.
- Attempt to Answer the Original Question - During the
reference interview, it often turns out that the question is
reformulated. This is fine, but take care to respond to the
question as asked. Example:
Original question: "Where are the books on England?"
Reformulated question: "Where can I find information on
the Gunpowder Plot?"
Somewhere, early into the interview if possible, indicate
that if the user truly does wish to browse the stacks, many
books on England can be found in the DA section on the fifth
floor. In this way he/she perceives that the request for
help has been fully heard.
- Never Take Anything Interesting to Read With You to the
Desk - Not terribly interesting, anyway. If you're absorbed,
with head lowered, you'll appear to be unapproachable.
- Make it a Practice to Follow up on Unresolved Questions -
This applies to questions you feel could have been answered
better, even if the user has long since left the building.
For several reasons: Sometimes the user returns. The
question, or one like it, will probably come up again. It's
a good device for testing new sources ("I wish I'd known
about this last week.") A back burner, for odd moments on
rainy Tuesdays, is a fine device.
- Keep in Mind - You may have heard the question a thousand
times, but it's the first time the user has ever asked it.
- Dress Comfortably.
- Avoid Library Jargon Like the Plague - If you tell
someone to look under the main entry, the chances are good
that he/she will find it -- and leave through it.
- Be Prepared to Drop all Conversations with Colleagues the
Instant a User Shows Up - No one will be offended by this
standard practice.
- Before Coming to the Desk, try to Take a Few Minutes for
Mental Calisthenics - The desk shift should be approached
for the fun and challenge that it is.
- Always Pass Along any Useful Information You Encounter
in a Search.
- Be as concrete as possible when giving directions
("the second door on the white wall").
-- Phil Smith
[Phillip A. Smith "Reference Librarian Extraordinaire"]