Plaintiffs, Pills, and Passports: How to Reply to Legal, Medical, and Government Services Questions

As libraries increasingly embrace expanding roles in their communities, they are asked for help with a variety of information needs, including those that may require more expertise than the library professional may offer. While there are lines that library staff cannot cross, it is important to consider what can be done to assist those who have extra needs. Learn strategies and tips for working with difficult reference situations to produce positive outcomes.