Muriel K. Wells writes: “It was my belief that it was not hair color, size, age, or any other discernible physical feature that students remembered about reference librarians. What they remembered were the warm genuine smiles and expressions of true interest as their queries were answered. They remembered the probing, helpful questions which aided in narrowing their searches, as well as how much effort was spent toward a successful search. But I decided to observe further to see if my supposition was correct.”
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