When our service desks merged and I began hearing the librarians interview the patrons, I realized that I, too, could help find the answers. Finding out what the patron really wants to know takes good listening skills, patience, and experience. Often I recognize what book the patron is asking for, and I know just where it is. Well, this seems easy. But sometimes I don't have a clue what a patron is asking.
Nothing sounds familiar at all.
Many times patrons don't know exactly what they want, hence, the valuable reference interview. Sometimes I still have trouble figuring out what the question really is, but once I start asking questions, the barrier between patrons and me seems to break down and together we find what they want.