A staff member in my library recently received an enormous compliment from a graduate student in environmental engineering. Paraphrased, it read something like, “I can’t imagine how a preeminent research university could possibly exist without a reference desk.”
To me, this meant one thing: This student clearly understood the value of the library in his research and learning. But why? What had we done for him that he valued us so? And how can we communicate this value to others?