Information and Reference Desk

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.

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.

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.

Use this flowchart as a guideline and sample of the kinds of interactions you'll have with patrons, and how to handle them. It is by no means comprehensive!