The first question may just be a way to find out if you're friendly and approachable. A patron's first question may be a way to find out if you are approachable and not an expression of the information need. Real needs Sometimes patrons can't express real information needs. 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.