29 Sep 2004
CS 5244: Reference Interviews / Information Seeking
10
¡ When attempts to find information fail, patrons may choose to approach the reference desk.  If they do, the librarian becomes the human interface or mediator between the library and the users’ need. 
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lThe critically important moment when users approach and engage the librarian can be the point at which the complexities of the library are gently explained, fears are calmed, and information becomes accessible.
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lIf help is withheld, given grudgingly, hurriedly, or in a condensing manner, the encounter becomes the point at which the library appears even more inaccessible.  Users can be left feeling confused, frustrated, and sometimes personally defeated or humiliated.
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l - paraphrased from Radford (99)