Caller-- Hi, we're trying to locate a pair of twins in my wife's family. Their names are Jenny and Penny, but we don't know their last name.
Me-- That's too broad of a question. I can't answer that.
Caller-- Well I know they frequent your liberry. Could you tell us their last name?
Me-- That is against customer confidentiality. I can't give you that information even if I knew who you are talking about.
Caller-- I don't understand. Why can't you do that?
Me-- Sir, there are privacy laws which prohibit me to break the customer confidentiality policy.
The line goes dead. Five minutes later I answer the phone and talk to the man's wife. She wants to give me her contact information for me to share with Jenny and Penny. I explain the whole privacy issue with her and she still does not want to take "not a service we provide" as an answer. She tells me that she lives way far away (30 miles) and will I please help her out. Again I reply that mediation is NASWP!