Thanks for your post Chris.
Being a pro-active seems to to be an essential part of a librarian’s job. It can’t be easy anticipating every user need but, on the other hand, an inter-library loan seemed like an obvious next step in meeting your request. The response time was fast but if the content of the response isn’t great that creates an instant negative to balance it out.
I wonder how many jobs that librarian was trying to juggle at once?
If answering chat questions was just added on to the many things he/she had to do without providing sufficient time to do so perhaps that could have contributed to the problem.