love the story of the yarn store. we need to have those experiences ourselves and keep them in mind as we think about our users. “the basket in the back” was clear as day to the lady in the story, but to you it was clear as mud.
just as “YOUR SEARCH RESULTED IN NO HITS!” is very clear to us (you were searching for a book called “The Jungle” maybe), but means absolutely nothing to our users.
Love the meebo widget in the OPAC no hits page. Very curious to hear about its use and usefulness.