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Reference & Instruction Guide: Desk
Policies, procedures, best practices and training guide, for reference and instruction services.
Ensure continuity at the desk by being on time for your shift, wear your name tag and the pink "Please Bother" button.
By having your "Librarian on Duty" sign at the desk, name tag and "Please Bother" button on the student employees and patrons can determine you are available for research help.
When you are leaving a shift, tell the librarian coming on about any students you have assisted who may come back to the desk for help or whose progress the oncoming librarian may want to check on.
During a shift change if a librarian must leave right away and your still assisting a student:
Be sure to ask an oncoming librarian to take over a transaction
Explain to the student that a shift change is taking place then ask the student if it is okay for the oncoming librarian to take over.
See more "Shift Change" suggestions in the "Opening, Closing and Shift Change Procedures" box.
As needed, conduct a complete reference interview to get a full picture of the student's information need, the type of project involved, and the types of sources the student is required to use or wishes to use. Ask the student to provide an overview of the assignment requirements.
If you find that you are spending a great deal of time with a student, remember to keep an eye on the desk as well to see if someone is waiting.
Remember, LCC Library Ref philosophy is to encourage independent learning.
If student(s) need help locating books on the shelves, or research help in a study room or another floor of the library:
Let Help Zone workers know you'll be away from the Research Help desk so they can let those waiting when to expect your return and/ or to offer ASK A LIBRARIAN options if student cannot wait.
Good practice to carry your iPad so HZ staff can notify you of student(s) waiting for assistance via WebEx Teams.
When working with students out of view of Res Help Desk, try to assess their needs and get them independently beginning their research in approximately 15 minutes. Invite them to come to Res Help desk when they need more assistance. Let them know you need to be visible / approachable for other students. Share the Appointment service option for 30 minutes of dedicated, uninterrupted research help.
If you are not able to help someone find needed information, try to provide a referral.
If the Res Help desk telephone rings while you are assisting visitors, let it ring. On-campus visitors are the top priority at the Res Help desk. When you have finished assisting a visitor, listen to phone messages, and respond as soon as possible.
Acknowledge the presence of those waiting for assistance as soon as possible.
Practice 'triage' when several people are waiting for service. Ask people who are waiting to describe their needs. If one person can be assisted quickly, but has not been waiting as long as others, ask the others if it's okay to assist that patron first. Then thank them for waiting.
When the library is busy, carefully consider how much time to spend with any one student.
For example, get a student started on research and then excuse yourself to get a second student started. Go back and forth between the two - this fosters independent learning.
If you find that you have several people needing in depth help simultaneously:
Consider sending a quick WebEx Teams message to Librarians space to see if anyone available to assist.
Also share other ASK A LIBRARIAN options, specifically Chat or the Appointment services for uninterruptable assistance.
If the catalog or college network goes down, try to assist visitors as much as possible using other sources.
Such as, Library Congress call number ranges for print collections.
Work with Help Zone staff regarding computer / technology issues as they arise.
Have your WebEx teams open to see Library Staff Updates.
Check the phone voicemail for any messages and respond to them as soon as possible.
The librarian leaving the desk should inform the librarian coming onto the desk about any ongoing questions or students who may need additional assistance.
Do a 5 minute huddle with Library HelpZone staff to discuss current happenings for awareness.
Evening, Fridays, and Weekend Shifts:
Be sure to log into LibAnswers to check for Email questions and reply to Follow-up Chats as needed.
If you have time to review LCC Student chats with partner librarians who did not mark them as Follow-up, respond if more helpful info to the student can be considered.
Check your lcc.edu email for SS-LibRef emails coming in that have been forwarded from another Library team as an Email Research Help question or it may have come from the Serials Solutions Article Linker set up. See Reference Types > Email page "Problem Link Report"
Be sure to add this to the online Reference Contact form as an Email contact after you respond.
Occasionally, faculty may come to the Reference Desk to request an instruction lesson lead by a librarian or use of the Instruction Classroom, TLC Room #. All requests are now done online via the Library Instruction Request Form. If there are any questions in regards to scheduling, please refer them to the Instructional Services Librarian.
Further information on instruction sessions is available under the Instruction Tab.
This online form is used for when an instructor wants to request an instruction session with a librarian, room use of TLC Room #, or a tour of the library. Physical, written requests are no longer used or accepted.