[WEB4LIB] Re: In defense of stupid users

[Erik Adams]

Todd Miller does have some valid points - that arrogance of librarians
when confronted by users unwilling to work for information or with trite
interests doesn't help anyone.  And I certainly love Google.  But I
think he's wrong to go from those facts to his conclusion that "all
users are savvy".  This is simply incorrect.

Think of the Reference 101 example of the patron who is being audited by
the IRS and wants to defend themselves by arguing that income tax is
illegal.  Google will helpfully, and without editorial comment, provide
the user with links to web sites discussing "the Ohio Argument" and
similarly dubious schemes.  The user is now happy, having gotten the
exact information they were asking for.  But has the user's information
need been satisfied?  Is the user "savvy"?  And, was the simple tool the
best one for the job?

Maybe things are different in academic and public libraries.  I've never
worked a reference desk in one; I don't know.  But in the private law
firm libraries where I have worked, it would be a stretch to describe
even the majority of users "savvy".  The best ones are aware of their
limitations and willing to learn; a small but annoyingly vocal minority
exhibit the same kind of "strenuous ignorance" that Lynn Truss
describes.  

I agree that "our job is either to give them the right tools for the job
or do the job for them."  And for many users, a simple tool like Google
will be adequate.  However, I think it is wrong to think that just
because a user is happy their information need has been met.  And
sometimes, the right tool for a job is hard to use; that's not
arrogance, that's a fact of life.

Erik Y. Adams
Electronic Resources Librarian
Sheppard, Mullin, Richter & Hampton
eadams at sheppardmullin.com
(213)617-5429 / Fax: (213)620-1780 



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