Chicago: American Libraries Online, October 23rd 2012.
"For years, my experiences fueled my desire to make the reference desk more approachable. There’s considerable research on library anxiety, and many people see libraries as a place with lots of rules they don’t understand. I still believe in the value of making the library more user-friendly, but I don’t think approachability is the only reason why people aren’t using reference services.Like me, many people simply want to figure things out for themselves. And when there’s something about the library they don’t understand, they won’t go to the reference desk. They’ll go elsewhere."