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Lansing Community College Library Services

Reference & Instruction Guide: Phone

Policies, procedures, best practices and training guide, for reference and instruction services.

Best Practices - Telephone

  • Provide source information to callers.
  • If students approach the desk while on the phone, offer to take the caller's name and phone number and call back. Ask how long the caller will be at that number.
  • Rather than keep callers on the phone while you look for info, offer to take the caller's name and number and call back. Ask how long the caller will be at that number.
  • If the library is busy and the caller has a database access problem, refer the caller to the Off-Campus Access to Research Databases webpage.

Procedures - Telephone

  • For an outside line, press 8.
  • The telephone has long distance capability.

When you answer the phone, identify the Lansing Community College Library Reference Desk and give your name.

Check for voicemail messages when opening the Reference Desk and throughout your shift.

To retrieve voicemail messages:

  1. Press the Messages button.
  2. Follow the directions given to you. The password is 23456.

If red light on the receiver does not go off after you delete a message, then enter numbers 7709.

Always ask a caller first if he or she would like to be transferred to the other person's voicemail and give the caller the phone number to which you are transferring him/her.

  1. While on a call, press the Transfer button.
  2. Dial the extension you wish to transfer the call to.
  3. Either press the Transfer button again to immediately transfer the call or wait for the transfer recipient to answer and alert him/her of the call; then press the Transfer button again.
  4. To return to the caller without transferring, press the round button next to your extension number, located in the upper right of the LCD screen.