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Hi Sue, This has thrown up interesting ideas so will add an experience from York Minster Library. While I fully agree that people can be put off by direct approaches from library staff, when they wish for a quiet look round, or have come to a library for private work; on the whole I think that people do appreciate the offer help as long as it is given in a friendly manner, and staff don't over-do the information. In my experience some of the difficulties that readers experience especially in a place like a cathedral library, is a pre image of formality, and a sense of museum or academic image which can deter young readers and local residents from use. A further point is that a cataloguer cannot be aware of every term of reference or thought a potential user may be looking for, and the direct personal approach of help can often bridge that; my idea of 'bestiary' may not meet a reader's idea of 'animal art', and we cannot flood the catalogue with subject terms, and so a polite and simple: 'may I help?' so often can relax and support users with their queries. John S. Powell York Minster Library