As reference librarians, we are expected by the public to be know it alls. Many patrons ask me questions and they seem surprised when I consult a resource to answer their question. I have also fielded questions over the phone where the patron has said, "If you don't know it off the top of your head, don't bother looking it up--I'm in a hurry." Sometimes this confidence can be a refreshing moment in a day of lost books, damaged books, disputed fines, rowdy patrons, and long lines. At other times, however, it can be a tad disconcerting because sometimes, we haven't got a clue. Now, the problem isn't always that we don't know anything. Sometimes, the patron is mumbling (or we're hard of hearing.) Sometimes, the patron was sleeping: "Do you have Raven in the World , by Aldiss Hussey?" "Do you mean Brave New World , by Aldous Huxley?" Sometimes, we're wrestling with inadequate technology, like a million d...