Misconceptions
§ Misconceptions about libraries may prevent customers from stating real information needs.  Successful reference work requires finding the real information need of an individual although it's often not the first question expressed. Customers may ask for what they think the library has rather than what they really need, or they ask for something easy because they do not want to be a bother.
§ Customers may also believe that what you see is what you get and be unaware of non-book sources or information services such as Interlibrary Loan.
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