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Reference Questions

Page history last edited by Jordan 9 years, 7 months ago

When to Answer a Question Yourself:

 

If you are ABSOLUTELY CERTAIN you can answer a routine question (such as the location of something, the hours, and other routine questions), you may do so.

 

Examples:

  • Any questions about locating a specific book or DVD.  You know books, DVDs, CDs and such will be in the catalog, so instead of going to the regular search box, go directly to the catalog and search there.  There is a title search option on the right, if the patron knows the exact title.
  •  Any questions about locating reserves.  Those are also in the catalog, so go directly there.  You can search by the instructor's name.  If the instructor has more than one class listed, you then ask for the class the patron is taking and check the listing under that.  Some reserves are online; that will be shown.  The patron will need to get on a computer to use those.
  •  Patrons may not know exactly what they are looking for, or just want "something about" their research topic, for example.  Refer those questions to staff. 

 

Otherwise:

 

Never hesitate to refer more complex questions to staff.

 

Procedure:

 

  1. Use the walkie-talkie (two-way radio) at the service desks, keeping it turned on.
     
  2. When a patron needs help beyond what you feel you can provide, tell them you will call a librarian to help them.
     
  3. If the help involves something at the Circulation Desk, refer it to the staff (in order: Dianne, Tina, Librarian in the office)
     
  4. For reference help, use the radio.
    1. HOLD down the button on the radio and SAY "This is the [Desk you are at] and wait one minute (no more!) for a response.
    2. If a response comes, SAY "we need a reference librarian at the [Desk you are at]".
      1. Do NOT go into the nature of the question (that is confidential with the patron)
    3. The responding librarian will either COME to the desk or ASK you to direct the patron to their location/office.
       
  5. If there is NO response after one minute, refer the Reference question to Circulation staff (in order: Librarian in office, Dianne, Tina)
     
  6. If there are no Circulation staff available, PHONE 7206 for Dennis.  It will take a few minutes for him to come from 136 at the back of the building.
     
  7. If Dennis does not answer, PHONE 7205 for the Library Director.  It will take time for the Director to come downstairs.
     
  8. If no staff are available at the moment, apologize for the delay and ASK the patron to complete the "Ask a Librarian" form online or help them do it.
    1. The "Ask a Librarian" form will send an e-mail to the three reference librarians.  The patron will receive a response within twenty-four hours of completing the form.

 

[2014.8.7.a] 

 

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