In library school, you learn that the most important part of the reference transaction, or reference interview, is asking questions. Customers, it seems, rarely know how to describe what they are actually looking for. Most people ask for something entirely different than what they want. Tonight was a classic example. Woman: Where would I find paperback nonfiction? This is a bit of a strange question, because normally people don't specify hardcover or paperback when it comes to nonfiction. Me: Nonfiction is in a few different places, depending on the subject. Do you have a title, or a call number? Or the topics you're looking for? Woman: I want to read about kings and queens from a certain time period. You know, how they lived, what they did. Me: That would be on the third floor-- Woman: But the stories aren't necessarily what really happened. It's real kings and queens but in made up stories. Me: Ah, so you're looking for historical fiction. Woman: Oh is that it? Me...
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