The "Right" Answers to Difficult Questions - Nyssa Walsh

Nyssa Walsh from the Oregon College of Oriental Medicine lead this discussion at the 2012 Oregon Virtual Reference Summit on how to answer challenging or difficult reference questions that we often see while staffing L-net. This workshop addressed questions that have been identified by the L-net advisory board, as well as some common questions that are always challenging to answer. The discussion was designed to help participants learn from each other about our best practices, some suggestions for resources, and some advice for how to react to difficult questions.