Library patrons often approach the reference desk with indirect, incomplete, or misleading questions, known as "ill-formed" questions. Transforming ill-formed questions into well-formed ones is a crucial part of the reference interview, and Google can be an active participant in that process. This paper discusses how Google can help librarians and patrons deal with incomplete citations, incorrect citations, incorrect spellings, tip-of-the-tongue questions, and forgotten searches.
Cirasella, Jill. “You and Me and Google Makes Three: Welcoming Google into the Reference Interview.” Shape Shifters: Librarians Evolve Yet Again in the Age of Google. Ed. Mariana Regalado and Jill Cirasella. Spec. issue of Library Philosophy and Practice (2007). http://digitalcommons.unl.edu/libphilprac/122