Shout-out for John Pommerich

John Pommerich

The team that responds to AskUs chat questions does an outstanding job of managing a huge array of patrons' questions and ably takes care of troubleshooting issues behind the scenes. John fielded just such a question from a patron recently about accessing a journal that we should have had access to, but didn't. He investigated the issue, confirmed that we didn't have access, gave the faculty member perfectly reasonable, actionable next steps. John was respectful, thorough, and expedient in his response to the faculty member. John also referred the issue directly to me, and with some help from the publisher, we resolved the access issue in record time (1 hour!). Even though the faculty member's response was not appropriately appreciative, John's actions led to making a difference, and ultimately led a very positive outcome. While the efforts of John and the rest of the AskUs chat team may happen behind the scenes, the work they do is so much a part of our front line defense and support. Even though some of our patrons don't treat them with the respect they deserve, we all owe them a huge debt of gratitude.

- Hilary Davis, Apr 21, 2021