Lesson 5: Answering Questions

Objectives

You may be worried that the hardest part to answering a client's question will be knowing where to look for an answer. But, before you look for an answer, you need to find out what the client needs to know. This step is often harder than it first appears.

This lesson prepares you for interactions with clients by outlining and demonstrating techniques that can help you found out what the client needs to know.

In this lesson you will:

-- learn about a set of interaction guidelines librarians call "Model Reference Behaviors";
-- read and evaluate two sample interactions with clients.

Answering Questions
Next section: Model Reference