LibGuides: Information and Reference Desk: Home

You Represent the Library

The main expectation of our student employees is that they help maintain a positive, and efficient working environment.

As a front desk employee, you're the first library employee many people see when they walk into the library, so it's important to give a good first impression! You're a representative for the Hamersly Library, as well as peer-mentor to your fellow students that walk through the doors needing help.
Many students exhibit shyness, or feelings of intimidation when coming to the library for the first time. Actively greeting your fellow students when they come in, and presenting a welcoming environment can help eliminate those barriers almost immediately.
There's no shame in not knowing the answer to a question. If a patron's question is in regards to something you have not been trained in how to do, seek staff or librarian assistance, and let the patron know you're getting somebody that can assist them.
When it's slow, take the opportunity to get up, walk around and do floor sweeps (e.g. pushing in chairs, retrieving forgotten items, filling paper).
Keep your work area organized. Personal items (laptops, food/drink) should be out of the way, and not create an artificial barrier between you and whoever walks up to the desk.

Proper Desk Behaviors (Phone, Chat, In-Person)

Be Welcoming & Approachable

Greet all incoming patrons and make eye contact
- "Hi there, how's it going?"
Answer phone with “Hamersly Library Information Desk, how may I help you?”
Keep a positive attitude
Stop your current activity when a patron approaches, so that you can focus on them.
Don't place unnecessary barriers between you and a patron (e.g. laptop, food)

Be Attentive & Listen

Maintain eye contact when talking with a patron
Don’t interrupt while they're trying to describe something

Be Patient

Be mindful of person's language & technology barriers
Verify Questions/Statements if they sound unsure, or you're unsure
- “Okay, so it sounds like you’re looking for *this book*, is that correct?”
If you have more than one person competing for your attention at the same time, pass one along to your desk co-worker, or call your supervisor to come help if it gets too busy at once. Don't try and rush two interactions at once.

Use 'Show & Tell' Teaching Methods

If the patron is with you or over the phone, narrate and/or show them the steps to find their answer.
If over chat, describe to the patron what you’re doing so they can follow along.
If in-person, show and describe the steps you're following so that the patron can do it on their own later
Leave the desk! You're not grounded to a single location. Feel free to take a patron upstairs and show them how/where to find their item. Just let your desk partner know that you're walking away to help a patron.

Get Confirmation

Were you able to follow along and get where I was?
Do you feel like we're on the right track?
It sounds like what you need is information for a research paper. Would you like to speak to a librarian?

Ask "Open" Questions

“Is there anything else I can assist you with?”
“Come back if you can’t find what you need”

Follow-up with Patron

“Hey how’s your search going?”
“Were you able to find everything?”
Refer patron to staff member or librarian when the patron needs exceed your knowledge, or when it would be helpful for the patron to meet with a librarian (e.g. reference questions).

Slow/Quiet Desk?

Check with your supervisor or other staff if there are any projects they need help with.
Don't engage in activities that reduce your appearance of approachability. No headphones, staring down at your phone, watching videos, etc.

Work Apparel

While we don't have a rigorous dress code at the library, we still expect you to dress appropriately for a work environment.

OK FOR WORK	AVOID
Sneakers, sandals, boots	Loose flip-flops, slippers, bare feet
Jeans, Khakis, Shorts, Leggings	Pajamas
T-Shirts, Sweaters, Hoodies	Overly dirty, smelly garments (e.g. dirty gym outfit)

Library Questions Assistance Scale

Use this scale as a guideline for assisting patrons at the desk and identifying when you should refer a question to either a staff member or a librarian.

All Can Answer
1	Basic answers that require least amount of effort No specialized expertise necessary Typically 1-3 minutes Examples Directional questions Library hours Library service locations
2	Answers require more explanation Require only minimal knowledge or expertise May require brief resource or website consultation to find answer May be elevated to staff or librarian if question tied to class research assignment Typically less than 5 minutes Examples Item locations Call number questions Library/campus policy information Scheduling study rooms Minor computer questions / assistance (accessing programs, how to save, mapping printers) How to use KIC Scanner, Copier/Scanner, or Microfilm Reader
Refer to Staff or Librarian
3	Requires some dedicated time and effort Consultation of library catalog resources or web searching is needed User may need to be provided specific instruction Knowledge of library catalog and resources is beneficial Examples Specific questions that can be answered with a reference resource (Dictionary/Encyclopedia, Google) Showing a patron how to use the online catalog Directions to specific subject guides or the A-Z database list In-depth web searching Highly complex technical issue (resource access problems)
Refer to Librarians
4	Research questions that require review of multiple library resources Topics that may necessitate the knowledge of a subject specialist/liaison librarian. Reference knowledge and skills necessary. If question has a specific answer, requires in-depth searching or consultation of very specific resource(s). Requires one-on-one instruction and teaching the user how to perform in-depth research Examples Teaching how to use advanced or complex search techniques in the library catalog, databases, and the web. Using cross-reference techniques to help find literature on a subject. Assisting a patron refine a topic, or re-define their research questions.
5	Substantial effort and time needed to assist with research and information seeking. Requires the knowledge of the subject specialist/liaison librarian. Scheduling of one or more research appointments with the patron Efforts are very collaborative, and may involve different library partners as the research evolves Multiple resources used, across more than one discipline Examples Interdisciplinary research questions Evolving questions Graduate-level research Difficult, or unique research problems that necessitate resources beyond the local library.

Information and Reference Desk: Home