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Friday, October 20 • 1:30pm - 2:30pm
Legal Information or Legal Advice?: Getting Together to Address a Perennial Question

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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.


Pauline Afuso

Pauline Afuso received her MLS from UCLA in 1993, and has experience in working with patrons and legal information in a variety of settings. Her first job as a reference librarian was at the USC Law Library, where she worked for three years before attending law school. After law school... Read More →

Paul Healey

Paul Healey serves as Senior Instructional Services Librarian at the Jenner Law library of the University of Illinois College of Law, and teaches Legal Research and Advanced Legal Research courses in the law school. He holds a JD in law and MA in library and information science from... Read More →

Friday October 20, 2017 1:30pm - 2:30pm
Marriott Salon C

Attendees (7)