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Real Information Needs

Providing Answers to Unasked Questions

Why is it difficult for patrons to express real information needs?

     If the patron's first question is often just a way to find out if you are approachable or reflects a lack of understanding of what your library has to offer, will the next question reveal the real need?

     Perhaps not. Many people have difficulty recognizing that information will help, what information is needed, how to find it, or how to apply it once they have it. The ability to find and use needed or wanted information is information literacy (see web link on this page) and many people who use your library are not information literate.

     There are many other reasons why a patron might not be capable of expressing a real need or be uncomfortable doing so. Consider how difficult it is to discuss a serious personal problem with a complete stranger, perhaps with very little privacy, or to ask questions that make you feel silly for not knowing the answers already. If a question is difficult to share in person, how difficult is it for a patron to put it in email or on the Web?

Steps in Discovering the Real Information Need

     One reason patrons may not express their information need is that the request may be of a highly personal nature, perhaps a medical or legal problem, and the patron may be embarrassed to share it, or simply feel that it's none of your business. On the other hand, the patron may consider a question for recreation or fun entertainment "unworthy" or 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. Try to communicate the idea that the more information you have, the better job you can do in getting the patron the material that will be the most help.

     To do that, you need to:

  • Make the patron feel comfortable.
  • Be approachable.
  • Be sensitive. You may need to go with the patron to a quiet place away from other patrons.
  • Assure confidentiality of remote reference. Let patrons know the measures taken to ensure confidentiality for virtual reference.

     Even when patrons are not reluctant to share their questions, they may be poorly equipped to articulate their requests for several reasons:

  • Lack of education.
  • Physical handicap.
  • Lack of understanding of the English language.
  • Lack of knowledge of subject.
  • Lack of skills or resources necessary to participate in remote reference services.

Major Point: People Often Don't Clearly Express Their Real Information Needs.

 

Exercise

Answer the following questions about your library. If you don't know the answers, ask your supervisor or reference staff.

  1. Does anyone in your library speak another language well enough to translate for a patron?
  2. Is it possible to allow some privacy for working with a patron with a very personal question?
  3. What do you do, or see others doing, to make patrons feel comfortable when working to find answers to information needs?

Answer Key

Next!
     The Reference Process.

 

What's new in reference?

Information literacy website

Photo: young man kneeling, reading a book, in the aisles of library bookstacks

ACRL Information Literacy website. Understanding and expressing real information needs is the first part of Information Literacy. “To be information literate, a person must be able to recognize when information is needed and have the ability to locate, evaluate, and use effectively the needed information.”

Many people may be reluctant or even unable to express real information needs.

Ohio Libraries

Making patrons comfortable, London Public Library.

It helps to find real information needs if you make patrons comfortable in the library - even if you have to wear funny clothes to do it! [Marie Lorz]

Web Links

Look for current resources in the Directory of Online Resources for Information Literacy (updated October 2004).

For not-so-serious information needs, Wright Memorial Public Library offers users "an ever-changing selection of the best, the most useful, the most interesting, and the funniest sites" on the Web.

Guidelines for Information Services, Introduction states:
--"Information services in libraries take a variety of forms including direct personal assistance ...
--and dissemination of information in anticipation of user needs or interests..."
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