One of the best parts of reference desk work is that any life experience can come into play.
For example, I helped a visitor today by using my personal parenting experience.
This parent was on campus with two children. The first was attending a camp on campus. The second just needed to be occupied for a few hours. I recommended a trip to the zoo or a playground up the road. I was well versed in both because I frequent them with my own child. She asked about the playground and I was able to share my experience as well as directions.
When you share information that you know well, you make a stronger case. You can share more details and insights which gives a fuller picture.