Public and academic law libraries are seeing an increasing number of patrons who are asking for legal advice instead of legal information. What is the best way to respond that will give a satisfactory reference experience for both patron and law librarian? Paul Healey will explain uncertainty management theory and how using methods to increase or decrease a patron’s uncertainty can steer them to materials and legal information without stepping over the line into giving legal advice. The panel will then present several scenarios and demonstrate how librarians can appraise the patron’s uncertainty and use management techniques to steer the patron toward better options and deflect emotional manipulation by the patron.
