ABSTRACT
Probably the first impression a new librarian gets of reference desk duty involves the wide variation in types of questions addressed. Topics range from obscure basic research to the trivial and commonplace. When working a busy desk, the new librarian also becomes aware of the high frequency of nonreference questions, such as “Where is the bathroom?” or “Where are the copy machines?” Such questions hardly stimulate creative talents. Nearly every reference librarian dreams of some easy way to eliminate these questions, particularly during peak periods. But even a cursory look into the literature shows that the obvious ways are steeped in controversy. For example, two librarians write that 80% of the questions fielded at the reference desk could be handled as efficiently by nonprofessionals and librarians should attend only to the difficult questions. 1 At the other extreme, a chairperson of a reference department holds that it is best to have a professional make the first contact at the reference desk because of the delicacy of the reference interview. To do otherwise, she avers, is to deny patrons the benefits of a thorough exposure and development of their information needs. 2
