Saturday, December 04, 2004

Giving them what they want...

Sarah Houghton (The Librarian In Black) says:
"But I think it points to a larger issue--when students or other patrons come to the reference desk, completely hyped up on adreneline, other substances, or pure stress, they need what they need now. ... Truly--if the patron is vibrating, give it up. Give it up quickly, totally, and without regret. It's what the patron wants."

What a radical idea? Give them what they want!! If we really pay attention to what our users are seeking, we might discover that all they really want is the answer to their question.