A patron approaches you and tells you that another patron is looking at something inappropriate on one of the computers. What would you do?

Your response to this question will demonstrate to the interviewer how comfortable you are in difficult situations. Before the interview, research the library's policy regarding the types of materials that users are not permitted to access on library computers. What is inappropriate to one person may not be to another, so you should be aware of the library's usage policy. If you are unfamiliar with the policy, consult with the interviewer before answering the question. Make it clear in your response if you are familiar with the policy. Maintaining calm while answering this question will demonstrate to the interviewer that you are confident and in control of the situation.

Answer: Although I assume the patron is referring to pornography, the first thing I would do is ask the individual what he or she saw. I need this clarification first so that I can handle the situation in accordance with the library's usage policy. For example, I understand that the library's usage policy prohibits the use of library computers to access pornographic material.

In such a case, I would approach the other patron, calmly explain the policy, and request that they refrain from accessing such sites. If they were obstinate, I would remind them that they had agreed to follow the usage policy and that if they were unwilling to do so, I would have to ask them to end their session and leave. Even if the customer becomes upset or agitated, I will remain professional, courteous, and respectful throughout the encounter.