There is a variety of different use

There is a variety of different user approaches to asking a question at the desk. Some march right up and forwardly ask their questions. But it seemed that most approach very slowly and tentatively. Some make quiet passes back and forth some distance from the desk, sizing up the situation. In these more cautious user approach situations, eye contact from the librarian is an invaluable aid in making the user feel comfortable and encouraging them to approach.

Once up to the desk, many users ask quick questions and expect quick responses. I think that a large part of the problem is they don't expect much long, in-depth help from reference librarians. They seem to feel as if they are imposing on librarians who have better work to do. They often get nervous or bored during longer interactions, especially when other users are waiting in line behind them. This impatience can be hard on the librarians, who need time to think and to clarify the user's question. I only hope that over time, as librarians continue to offer more comprehensive help, such as teaching users how to use the computer system, that users will be more comfortable when using a librarian as an extended resource and learning tool.

I also noticed how much librarians have to "roll with it." Especially on busy days, they have to move on to the next question with a bright, fresh approach and total focus. If they are still pondering the last question and wondering how else they could have answered it, it hinders the current interaction, since the user can tell the librarian is not paying complete attention. This "now," current-question focus must to be hard to maintain through a long day.