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Customer service is incredibly important here in the library, because it has real ramifications for fellow students. If someone doesn’t think that they can receive adequate help at the library, they may try to go it alone, or to ignore the requirements of an assignment they don’t understand altogether. It is important that we cultivate a reputation on campus of a group that is competent, friendly, and helpful.
Your appearance and demeanor at the desk are important.
Good vs. Bad Desk Etiquette
Please do not eat at the desk! Keep drinking vessels limited to lidded cups/mugs that can be stored behind the desk, out of immediate view. Keep the desk as orderly as you can, and always look up when you notice someone is near. Make sure to welcome any individual, and do not appear to be too busy for anything that may come your way.
The same may be said for the way you use the desk computer. Please look away from the computer to greet whomever may have entered the library. Please drop what you are doing to make the person on the other end of the desk feel welcome!
Inevitably there will be multiple individuals at the desk at some point during the day. Compare the two images above. On the left, library staff are too engrossed in their conversation to notice the student in front of them. On the right, the employees have made the student a priority, even while they were visiting together. Make sure that your conversations do not interfere with the great service you can offer your patrons!
The “Reference Interview” aka Finding Out What Someone Needs
Know when to refer your patron on to someone else
Be aware of the resources around you
Know your sources
Here are some of the types of questions you are likely to encounter at the desk:
Directional
With Directional questions, the patron knows EXACTLY what he/she wants. Usually, you can answer these questions yourself. If you have any questions or problems, ask the Reference Librarian.
Locating Library Items
Reference
Reference questions require a bit more depth and research than directional questions. Usually, the patron will be working on an assignment and need assistance finding sources. For most reference questions, direct the person to a Reference Librarian on staff or use the pink Reference Request form to write a note for the Reference Librarian. For help with some frequently asked reference questions, see below.
Examples:
· “I have a report and I need information on ______.”
· “Do you have any books on ________?”
· “I’m looking for an obituary for _______.”
· “I need help citing my sources.”
Circulation
Circulation questions deal with books incoming and outgoing. Most of these questions will be handled by the Reference Librarian.
Interlibrary Loan
Website/Access
These questions will deal with the technical end of our library, such as off campus access to databases and where on the website something is found. These questions will be handled by the Systems Specialist.
Examples:
Computer
Computer questions will deal with the various technologies in the library, such as the printer or the public workstations. Most of these you can troubleshoot.
Printer questions - “The printer won’t work.”
1. Try printing from the circulation computer. If that doesn’t work, go to step 2. If it does work, ask the patron to restart his/her computer. If it still doesn’t work, tell them to go to ITC.
2. Check to see if there is paper in the printer. If that doesn’t work, go to step 3.
3. Check for error messages on the screen. Follow the instructions. If that doesn’t work, go to step 4.
4. Turn off the printer. Wait 10 seconds. Turn it back on. If that doesn’t work, go to step 5.
5. Unplug all plug ins. Plug them back in. If that doesn’t work, go to step 6.
6. Talk to one of the permanent staff members. Tell him/her what steps you’ve taken.
Patron Workstations - “____ on this computer doesn’t work.”
1. Try restarting the computer (the log in information is under the keyboard). If that doesn’t work, go to step 2.
2. Get a member of the permanent staff.
The Most Common Questions in the Library:
Can you show me how to print/copy/scan this?
Can you help me find an article/obituary/etc. in the Times-Record?
Can you help me find articles about _____?
I've heard you can read the New York Times online. How do I do that?