America: Library Journal Online, May 1st 2011.
"Some librarians are afraid that proactive reference is bothersome to patrons—too aggressive, a crass retail approach. If done badly, it can be all of those things. Quality reference work takes more than just being able to construct a complicated Boolean search; it takes social intelligence, too. Just the way librarians develop a command of information resources, they should also develop a greater understanding of people."
