I read the article by Ranjit Lall and have to accept that some or most of us are so cought up by our rules that we forget that our prime objective is to provide information.. Yes to our bonafide memebers.. which we can accomplish very easily from the second meeting. First we should always give the service and then refer the user to our rules and ask for memberships etc. Unless we develop these PR Skills we will remain insensitive. The rules are made for us to manage the Library and we can definitely ensure this but with more care and politeness. It is also necessary oftentimes to explain the user , the funding and who should use the Library etc after you have served once.. Hence its only the first crucial step which is very important that all of us must take. It is not necessary that all Libraries accomadate all users, but the refusal should be a guidance rather than a Negative... Hope we all can contain ourselves, and not succumb to say NO. I also analyse this as an occupational hazard over the last 25 years I have worked in this field.. Many a time we say a categorical NO which may sound rude but is not so because we actually know that it is not there. But here again if we temper our NO we will seems more accomadative and eager to Help which is what we should project. Sr Librarian and Head LIS NITIE Mumbai 400 087 ph: 28573371 extn 337