GENERAL EXPECTATIONS
The sections below describe some 'rules of thumb' for working at the Library.
Calling for Back-up
The Circulation desk is often busy enough to require more than one staff member to help serve the Library's patrons. In order to make efficient use of our time, we schedule one or two staff members on the desk, and also assign another staff member to be 'Back-up', meaning they are available to help when necessary.
The art of being a good Back-up is to be available when needed, and to perform other useful tasks when the desk is quiet. If you are assigned as a Back-up to the Circulation desk, you must report to the staff member scheduled on the desk at the beginning of the shift and ask if your help is needed. If the answer is no, it is important for you to tell the staff member where to find you if they need help, and to check in at the Circulation desk from time to time to see if your assistance is required. The use of two-way radios or pagers may be employed if you are working on a task in the stacks and are not able to be reached by phone.
The Circulation desk is often busy enough to require more than one staff member to help serve the Library's patrons. In order to make efficient use of our time, we schedule one or two staff members on the desk, and also assign another staff member to be 'Back-up', meaning they are available to help when necessary.
The art of being a good Back-up is to be available when needed, and to perform other useful tasks when the desk is quiet. If you are assigned as a Back-up to the Circulation desk, you must report to the staff member scheduled on the desk at the beginning of the shift and ask if your help is needed. If the answer is no, it is important for you to tell the staff member where to find you if they need help, and to check in at the Circulation desk from time to time to see if your assistance is required. The use of two-way radios or pagers may be employed if you are working on a task in the stacks and are not able to be reached by phone.
Referral to Other Library or University Departments
One of the most common questions asked at the Circulation desk is whether we own a certain book. This question is a good example of referring to another Library department, since the patron should be directed to the Research Help desk.
We are also often asked directional questions, such as where a conference is located on campus. In this situation, the best department to call is Security, as they keep a list of conferences and other events occurring on campus.
One of the most common questions asked at the Circulation desk is whether we own a certain book. This question is a good example of referring to another Library department, since the patron should be directed to the Research Help desk.
We are also often asked directional questions, such as where a conference is located on campus. In this situation, the best department to call is Security, as they keep a list of conferences and other events occurring on campus.
Dealing with Difficult Questions
The best way to deal with a difficult question is to ask your Supervisor.
The best way to deal with a difficult question is to ask your Supervisor.
When to Call a Supervisor
The previous sections provided some good examples of when to ask a Supervisor. In addition to that advice, it is always necessary to ask you Supervisor if you are not sure how to answer a question or how to proceed with a patron request. Any events that are unusual should be immediately reported, particularly if Security is involved.
The previous sections provided some good examples of when to ask a Supervisor. In addition to that advice, it is always necessary to ask you Supervisor if you are not sure how to answer a question or how to proceed with a patron request. Any events that are unusual should be immediately reported, particularly if Security is involved.