Many clerical roles involved in ordering, processing, and maintaining a collection can be roles for library assistants. Although it is tempting to rely on volunteers for extended hours or additional service, be aware that staff training and supervision of volunteers is time consuming, and volunteers can be inconsistent in their availability. However, volunteers can be an asset in greeting people, guiding them to a librarian who can help them, photocopying, reshelving, filing, and other roles. Each information request poses a unique need, and the librarian must be comfortable with facilitating the reference interview process to discern the level of understanding, as well as the scope of the request. No two processes are alike, and flexibility is a necessary characteristic in the communication exchange.
Consumers often have incomplete information, and are unfamiliar with medical terminology.
Their health information need may be about a particularly sensitive health issue. Empathy for the consumers concern can be the bridge from defining the question to guiding them to the resources to provide helpful information. Because consumers are looking for clarification, understanding, and answers to their questions - their informational expectation may be for explanation or advice. Librarians must avoid any precept of giving advice, and guide the user back to their health care provider for explanations or questions. It is the librarian's job to direct people to information sources, and not to explain or educate on the medical topic.