Back in October 2007, ENSSIB, the French institute for library and information science, launched a new online information service for library professionals called "Questions? Réponses!". The article looks back at the key stages of the project, from defining the remit, setting up a team to answer queries, and internal training sessions and meetings, to documenting the project, responding to the first queries, and building an online database of responses. The article also outlines the project's guiding principles and how it works. Early results of this ongoing project to improve "response-ability" are highly positive.