LibraryH3lp allows you to transfer questions to other operators within your institution. You’ll be able to see who is signed in and available, IM them to make sure they have time to help, and transfer questions to colleagues with special knowledge and/or shorter lines.
I'm not the best with poem interpretation. But for me, I look at this last line as the poet stating that the nuzzle of the pony in her hand makes this moment such a happy one - that if this person were a flower, he would bloom right at that moment. This depicts the happiness of this special moment.