I'm a big fan of the blog Swiss Army Librarian, where Brian Herzog shares stories from his job behind a reference desk in Massachusetts. A recent anecdote is a good example of why.A man phones the library with an inquiry: "Does Laurence Maroney have tribal tattoos on his arms?" The eventual answer is all well and good, but the best part is the footnotes, in which Herzog explains his strategy for dealing with vague questions: let them talk. It's a trick that works in bookstores, too.
The full posting is here.--David E
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