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27/03/2005
Honesty
Be careful next time you decide a convenient lie to a customer can provide you with a shortcut to explaining policy, you never know who is across the other side of the counter. A little while ago a lib'n at my local library was mortally embarrassed when she was caught out in a lie. They were charging me an odd amount for an ILL and when I questioned how they came up with that amount she just said they pass on charges that are passed on to them. If she had simply explained the policy fully which involved an admin charge I wouldn't have questioned it. Imagine how the silly thing felt when I said 'I'm a library technician and I know how the charging works. Public libraries and the State Library have reciprocal ILL and you won't get any charges for that. Actually you should have guessed by the fact that I just gave you a Kinetica print out of the locations. Don't try to pull the wool over your readers eyes.' Classic.
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