The Real Information Need
§ One reason customers may not express their information need is that the request may be of a highly personal nature, and the customer may be embarrassed to share it, or simply feel that it's none of your business. On the other hand, the customer may consider a question for recreation or fun entertainment not serious enough to ask for help.
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§ You need to be tactful to convey the idea that your job requires you to discover a person's information need.     
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