"The Don" reveals all (again)
In his latest OK-Cancel column, Don Norman says:The most important consulting rule that I follow is: "Never solve the problem as stated." Why? Because it is invariably the wrong problem, usually being the symptom rather than the cause.This is the fundamental rule of reference interviews, as well. Library patrons have fuzzy understandings of what the reference desk is for, and yet want to appear confident and knowledgeable. They contort their real questions in vague and misleading ways, and the librarian has to resist the urge to offer the apparent solution without getting to the root issue first.
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