Reference Desk: Tips on Using Your Wits
Jinfo Article
24th June 2009
By Bob Duckett
Abstract
The best training in the world may not always be enough when you're staffing a reference desk that serves the general public. From contextualizing to active listening to polite deflecting, Bob Duckett draws on his years of experience to provide tips for handling the wide range of questions that land at the public reference desk.
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