How should OLs respond when a student asks about a resource that is offline or temporarily closed?

• A. Provide alternatives, note the closure, and offer to check status or follow up.
• B. Ignore the issue and move on.
• C. Say the resource never existed.
• D. Blame the IT department publicly.

Answer: (A)

When a resource is offline or temporarily closed, the best move is to respond with practical help and clear communication. Start by acknowledging the situation and offering concrete alternatives the student can use right away. Then note that the resource is currently closed and commit to checking the status or following up with an update. This sequence keeps the student moving forward, reduces frustration, and demonstrates that you’re reliable and responsive.

Offering alternatives immediately is essential because it provides a workaround or different route to achieve the same goal, so the learning process isn’t stalled. Documenting the closure and promising to check back creates a dependable pathway for updates, so the student isn’t left guessing about when the resource will be available again.

This approach is preferable to ignoring the issue, which leaves the student without guidance, or to blaming others publicly, which undermines trust and professionalism.