Joy Hollerbach writes: “Working with the public can be intense. Many of the patrons who walk through our [law library] doors are at their wits’ end—they’ve lost their case and are desperate to appeal or they are in the middle of a complex legal dispute. Often, they’re representing themselves and struggling to navigate a legal system they are not equipped to understand. The last thing they want is to hear another ‘no, we can’t help you.’ So how do we set limits without saying ‘no’ outright?”