Filling the Knowledge Gap
§ You can think of reference work as assisting people in filling gaps in their knowledge and solving problems. The gap represents the real information need. Customers may have trouble expressing the real information need, or may be reluctant to do so, and may ask a question that they think will help fill the gap. However, the answer to their question as first stated may fill only a part of the gap, and not meet the entire need. You need to discover the underlying need so you can help customers completely fill their information gap.

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