QuestionPoint – Week 8

For some reason (maybe tiredness), I did not feel as sharp as I could have been during my QP session this week. I felt especially ineffective when a patron asked for information regarding Nazi sex slave rings during WW II. I feel I did a good job of asking questions that clarified the patron’s information need, but I was struggling with finding the resources the patron was looking for. I kept offering suggestions and checking in with the patron while I was searching. But, eventually the patron closed out the session before I was able to complete the transaction. I was a bit disappointed in myself for that.

I had another patron who asked for help in troubleshooting why his/her library website was unable to accept his/her password when signing in to the video media page. I walked through some of the usual troubleshooting steps, but to no available. After the chat session was ended, I thought of one more thing I could have had the patron try. In the end, I do believe I handled the query properly, but once again, I was disappointed in myself for not thinking of the additional troubleshooting option sooner.