With some you can be kind of glib, but others feel very intimidated. I usually tell them, 'Don't worry. I try to make them feel better. And Philip is eminently qualified to provide it, because in the other half of her job, she not only helps maintain the systems, she also gives workshops to groups on how to use them. Another part of her work away from the frontlines is answering e-mail directed to the libraries' webmaster.
People send all sorts of questions, mostly about research, but some a little less weighty.
We've had people write and ask if they're related to James McGill, and someone wrote to me from Paris and asked for the name of a good bar in Montreal. I answer each one individually. I don't give anyone stock replies the way they tell you to do in the manual. If you're the first contact people have with McGill, then you reflect the institution. It's where the Redpath Library is.