I'm working the reference desk of a library for an academic institution, but one that allows access to books and service to anyone who wants to walk in. A very disheveled woman comes in, kind of asks permission with a look to put her books down on the desk while she talks to me. I notice that they're all about battered wives/domestic violence/etc.

She leans forward, asks, "Do you have any good reference books on poisons?"

I, of course, don't know what to do! It's against my principles and the library policy to ask any more than I need to know about her needs, or to interfere...but...

I finally show her some standard chemical guides, first-aid stuff, (since our library does not have a User's Guide to Poison), trying to keep her talking and gauge what I can/should do. Finally I ask, trying to make my meaning clear, "Is there ANYTHING I can do to help with this?" and she realizes what I'm getting at, bursts out laughing.

She was a mystery writer, and showed me her latest paperback, with her picture on the inside back jacket, so I could be sure it was all right!

What a relief--I'm sure you can imagine what I went through!