In library school, we explored the reference interview. We read about understanding gaps to be bridged and phases of inquiry. We practiced using open-ended questions and statements such as, "Tell me more about what you mean by 19th century mountain lions." We addressed the fact that people with questions don't always know what the question is, themselves, as when a school paper topic is too broad or vague. But I do not remember practicing how to deal with people who, perhaps, are trying to be evasive, as the woman with the movie in this Libraries for Dummies post. Or people who are just not very articulate, whether for lack of education, shyness, or mental disability. Yesterday, we had a patron treat at least two of us to a long, complicated tirade -- complete with digressions into the family situation -- that seemed to boil down to this: Someone in the household put book x on hold; the message that it was at NP didn't get passed along; is it back on the regular shelf now so I can check it out? Why yes, yes it is. Only, of course, the online catalog said "on shelf," but really, it was on a cart in back waiting to be shelved.