1. This was a good example of why librarians need to be open-minded about patrons' questions. Although the librarian referred the user to a different library, we didn't learn anything about their question or what specific information they needed. Reading through this case reminds me of how important it is to ask follow up questions to best support patrons so they feel confident moving into their research.
2. Approachability and engagement are so important in making patrons feel comfortable asking questions. This case noted that the librarian made a closed statement and quickly referred within the short interaction. Particularly in the last exchange, the librarian does not make much room for the patron to ask additional questions, because they have technically, partially answered the initial question. The librarian should try to encourage further communication and additional questions.