Patrons may be reluctant or unable to express needs of a personal nature or don't have a good understanding of what they really need. People often don't clearly express their real information needs. Reference work is a process that includes mediation and follow-up. Role of staff Filling information needs by following the reference process is a role of public service staff. Public service staff performance is critical in meeting a community's information needs.
Libraries meet the information needs of the communities they serve.
Test yourself on Module One. When you have completed the exercises and quiz for this module, take them to your supervisor. After your supervisor approves your work, you may print a Certificate of Achievement for the module for your supervisor and library director to sign. ORE on the Web, Ohio Library Council, 2000. See Copyright-Credits page for information regarding design, source of materials, and for use of the site.