For more information on determining the information needs of users and why they don’t ask for what they really want, read these one page articles:
a. Tough Questions http://oreonline.olc.org/modules/module-1-introduction/module-1-tough-questions/
b. First Contact http://oreonline.olc.org/modules/module-1-introduction/module-1-first-contact/
c. Misconceptions http://oreonline.olc.org/modules/m
