How would you handle a situation where a patron reports an issue with accessing electronic resources?

Sample interview questions: How would you handle a situation where a patron reports an issue with accessing electronic resources?

Sample answer:

1. Acknowledge and Apologize:

2. Acknowledge the patron’s issue promptly and apologetically.

3. Demonstrate empathy and understanding of their frustration.

4. Gather Details:

5. Ask specific questions to gather details about the issue:

   • Which electronic resource?
   • What specific error message or issue are they encountering?
   • Have they tried accessing the resource from different devices or locations?

6. Identify the Root Cause:

7. Analyze the details provided by the patron to identify the potential root cause of the issue.

8. Check for common technical issues, such as:

   • Server outages
   • Database maintenance
   • Access restrictions
   • Browser compatibility

9. Resolve the Issue:

10. If the issue is within your expertise and authority, attempt to resolve it immediately:

    • Provide clear instructions or troubleshooting steps.
    • If the p… Read full answer

      Source: https://hireabo.com/job/18_0_11/Technical%20Services%20Librarian