§
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.
§
§
You
need to be tactful to
convey the
idea that your job
requires you
to discover a
person's
information need.
§