A Library Primer (1899)/Chapter XXXIII
If the public is not admitted to the shelves, it will be necessary to supply catalogs for public use as well as slips on which lists of books wanted can be made out; but the fullest possible catalogs and the finest appointments in the delivery room cannot take the place of direct contact between librarian or assistants and the public. Wherever possible, the person to whom the borrower applies for a book should go himself to the shelves for it.
The stranger in the library should be made welcome. Encourage the timid, volunteer to them directions and suggestions, and instruct them in the library's methods. Conversation at the counter having to do with wants of borrowers should be encouraged rather than discouraged. No mechanical devices can take the place of face to face question and answer.
The public like to handle and examine their books, and it is good for them to do it. They like the arrangements in the library to be simple; they object to red tape and rules. They like to have their institutions seem to assume—through, for example, the absence of signs—that they know how to conduct themselves courteously without being told. They don't like delays. They like to be encouraged to ask questions. They like to be consulted as to their wants, and as to changes in arrangements and methods. They like to feel at home in their library.