Examination of the confrontation between patrons and technology in the library focuses on two questions evident when addressing the instruction librarian's role in humanizing technology: whether the library profession can afford to humanize interaction between client and technology, and how instruction librarians can humanize the confrontation.…

Discusses the need to include communication skills as a component of training sessions for library staff who will be serving patrons using online catalogs and databases. Specific points that should be covered in training sessions are identified and training methods are suggested. (eight references) (CLB)