----------------------------Original message----------------------------
The author of these reference service laws passed away over the
          weekend. they are repeated here In Memorium for the benefit
          of map library patrons everywhere.  LC
 
 
 
                           BRUNO'S LAWS
        --courtesy of Phil Smith, Reference Librarian Extraordinaire
 
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1. Never Assume.
        Anything about anything or anyone. Typically, the user who says
"I've looked in the catalog and you don't have the book" or the colleague
who says "I've checked every conceivable source." Skepticism as process.
 
2. Get Off Your Duff.
        Pointing has its place, Emily Post to the contrary, but the
skilled librarian never simply points the user to a complex or iffy
source. If there is any doubt that the user might run into problems, MOVE.
 
3. Attempt to Answer the Original Question.
        During the reference interview, it often turns out that the
question is reformulated. This is fine, but take care to respond to the
question as asked. Example:
         Original question: "Where are the books on England?"
         Reformulated question: "Where can I find information on the
                Gunpowder Plot?"
        Somewhere early in the interview if possible, indicate that if
the user truly does wish to browse the stacks, many books on England can
be found in the DA section on the fifth floor. In this way he/she
perceives that the request for help has been fully heard.
 
4. Never Take Anything Interesting To Read With You to the Desk.
        Not terribly interesting, anyway. If you're absorbed, with head
lowered, you'll appear to be unapproachable.
 
5. Make it a Practice to Follow up on Unresolved Questions.
        This applies to questions you feel could have been answered
better, even if the user has long since left the building. For several
reasons: sometimes the user returns. The question, or one like it, will
probably come up again. It's a good device for testing new sources ("I
wish I'd know about this last week.") A back burner, for odd moments on
rainy Tuesdays, is a fine device.
 
6. Keep in Mind: You May Have Heard the Question a Thousand Times, but
it's the First Time the User Has Ever Asked it.
 
7. Dress Comfortably.
 
8. Avoid Library Jargon like the Plague.
        If you tell someone to look under the main entry, the chances are
good that he/she will find it --and leave through it.
 
9. Be Prepared to Drop All Conversations with Colleagues the Instant a
User Shows Up.
        No one will be offended by this standard practice.
 
10. Before Coming to the Desk, Try to Take a Few Minutes for Mental
Calisthenics.
        The desk shift should be approached for the fun and challenge
that it is.
 
11. Always Pass Along any Useful Information You Encounter in a Search.
 
12. Be as Concrete as Possible When Giving Directions ("the second door
on the white wall").
 
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Hail Bruno!                             "Have You Tried the Card Catalog????"