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February 2011 Archives

Unique DVD Due DATE

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The Smart Learning Commons is circulating the DVD Bombay as a one day loan for the rest of the semester. This is the only DVD in the Smart to have this shortened loan period, as of now. This is a special arrangement to accommodate the viewing needs of a large class that has to watch this rather lengthy film.

There are also two copies of Bombay on DVD in the reserve collection which circulate for 3 hours and like all of our other reserve DVD/VHS, can not be taken out overnight.

Sick...

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Hello Everybody,

I had to come home last night because I was really sick. However, I work from 1-6 today. I would really appreciate it if someone took my shift, as I will not be able to come in.

Thanks,
Nora Hammer

HELP!!!

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Hey guys,

I was hoping someone could take my shift tonight from 4 to 9. I'm in Maple Grove right now and my car won't start :( I'm posting on here because I can't seem to find anyones number. If you check your email today, and catch this, please give me a hand!

Thanks,

Leif

Shift

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hey, I was wondering if anyone could help me out. On Friday March 11, the only bus ticket I can get to go home for spring break is in the morning. But I work 12-3. I was hoping someone could help me out and either take or trade this shift with me. Its a super easy shift, 2 hours on basement desk and 1 hour at the 2nd floor desk. Its really easy way to fit it a few hours of work and I would be SO thankful if someone could help me out! Heidi

Directions

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When a patron asks you for directions to a location in the building, are you able to answer clearly? Part of giving excellent customer service is the ability to give good directions to help patrons find the locations that they need. Do you just mumble and say "Take the library elevator to get to Level F". Or do you say "Take the library elevator to Level F and to get there you will go through the center doors and take a left to find the library elevator". You can also show directions on a map to help the patron or walk with them if you are able to. The location they are looking for might be another library and they need to know where Magrath Library is for example. Giving good directions is another point that the secret shoppers are looking for. If you are not taking the time to give good, clear directions, it is time to start.

RESERVE ITEMS MAY NOT BE RENEWED over the phone.

Because Reserve items are potentially in high demand, they can not be renewed over the phone.

We have had several instances recently of patrons calling to renew the RESERVE item they have checked out. We do not allow this.

The patron should be instructed to return to the Circulation Desk and if no one else has been asking to use the item they may recheck it out again. An item that you think is only being requested by one person can suddenly be in high demand due to a recent assignment.

If a patron is having a medical emergency or an extenuating circumstance and calls to ask you to renew a RESERVE item, have them speak with a supervisor who will determine what to do about this request.

Thank you.

Shift Available

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Hey everyone,
Spring break is coming up and I'm going to arkansas with the cycling team, and we are leaving at some point on friday, so I would really appreciate it if someone could take my shift from 3 to 9 on friday, the 11th of march. I'm willing to swap shifts, although my schedule is fairly limited.
Thanks
Nathan

Peer Research Consultants

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prc_image_2_small.jpgDrop-in hours are available for Peer Research Consultants. Students can sit down one-on-one and get personalized research help on their topics from their own peers, extensively trained on Library and academic research. The goal is to support undergraduate students as they do library research and find sources to use in their writings and projects. The PRC's are focused on teaching students as they help them with their research questions.

There are walk-in hours at 4 locations:
-Walter Library SMART, Room 204
-Wilson Library 1st Floor Computer Lab
-Magrath Library 1st Floor
-140 Appleby Hall

Consultants are available Monday through Friday. For more information visit: Peer Research Consultants.

Approach Users

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It is time for another Customer Service tip! When you are at the desk or in the stacks shelving you should be alert for patrons needing help. They may have a confused look or a piece of paper with call numbers on it. Being bold and approaching that patron to see if they have found everything they need can help make sure they get all the items they need. When working the desk, it can get busy and by saying, "Can I help who's next" can let the next person in line know that you are ready to help them. We want to make sure that everyone who visits the library has a positive experience and when we approach users it can make a difference.

RESERVE DVD/VHS

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Just a reminder since we are getting close to a busy time for RESERVE DVD/VHS usage---

***************DVD/VHS --- CAN NOT BE CHECKED OUT OVERNIGHT!!*****************

You must tell the user that the item is due in 3 hours even if Aleph is not registering the correct due time. Tell them the item MUST BE USED IN THE LIBRARY!

It is best if you can estimate the 3 hour due time exactly and tell the patron the exact due time. (do not tell them the computer is not working, they can figure out they won't get fined and this is our only recourse if someone will not listen).

If there is a test or paper due and many students have to watch this film we can not have people taking films out overnight., not even if they promise to return it the next morning. They might get sick or the teacher may be coming at 8 am to take it to class and you do not know this.

If you do not find a VHS/DVD on the shelf at some point and it has been gone too long let me know, I will have to track it down.

We are working with the instructor to ensure that all students have access to the reserve materials and this can be a tricky job at times. I appreciate all of your efforts to make this work!

Priscilla

Tex Ostvig, from the Multicultural Center for Academic Excellence, will be doing a training for the Peer Research Consultants called "Learning and Leadership." This is an opportunity to foster our student workers development as ambassadors for the University Libraries. We have spots for fifteen students to participate.

Learning and Leadership
Tex Ostvig, Multicultural Center for Academic Excellence
Monday, February 21, 2011
5:00 pm to 6:00 pm
Room 310, Walter Library

As we learn and live, leadership is all around us. Our session will focus on where does leadership come from? How do we develop it? And, what do we do next?

If you are interested let Priscilla or Amy know ASAP.

Spring Break

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spring-break-color.gifWe will make a new work schedule for Spring Break. Availability sheets for Spring Break are posted on the bulletin board. Please complete and turn in by Monday, Feb. 28.

Spring Break Hours:
Saturday, 3/12: 12-6
Sunday, 3/13: 12-6
Monday 3/14 - Thursday 3/17: 8am-9pm
Friday, 3/18: CLOSED
Saturday, 3/19: 12-6

Regular Spring Semester Schedule/Hours resume Sunday, March 20.

Greetings!

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Saying "Hi" and "Have a nice day" can make a difference between a good customer service interaction and a bad one. Greetings are another point that the secret shoppers look for when they stop by to check our customer service skills. Please leave a comment with suggestions and ideas for greetings. How can we welcome our patrons into the library?

New Reserve Item

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We have a series of articles that are listed under the call number X Psy 4501. Refer to the title list located on the shelves by these materials to determine which article is needed.

Toner Scams

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Please do not give out any information regarding library equipment to someone who randomly calls our library circulation desk number. There are people who pretend to be a vendor and state that they need equipment information for an inventory, survey, service call, or a mixed up supply order. They may be very pushy and threaten to contact a supervisor if you don't comply. All of this is done to erroneously bill the library for toner, etc that we would not order through these people.

We purchase our toner via University contracts and the UStores. A legitimate vendor knows whom to contact in the libraries regarding equipment and supplies. You can tell the person that they can speak with your supervisor and transfer the call to Amy, Priscilla, Mary or Tim. If we are not in the office transfer the call anyway and they can leave a voice message. (They will probably hang up at this point).

Have you ever been in a store looking for something and you can't find it? Then a worker stops to ask you if you are finding everything OK or if you need anything else? Isn't it great that you can then ask where that item is. Many times when patrons come to the desk, they may have been looking for one item and they were not able to find it. Some patrons will ask directly for it and others will not, they don't want to bother us. If we simply ask patrons "Did you find everything you need today?" when they stop at the desk to check out their items it can make the difference between a good experience and a bad one. Taking the extra time to ask can make a huge difference. So the next time you work the desk, start asking, "Did you find everything you need today?"

Reserves books

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Hello,
I have a quick tip for the new workers. When working at the 2nd floor desk, try to encourage students returning reserve books to return them to the basement circulation desk. Returning them to the basement circulation desk ensures the next user has access to the book right away. Staff at the basement Circ Desk may assume the book is still checked out when it is just sitting up at the 2nd floor desk.
thank you,
Rosie and Priscilla

Hourly Gate Counts

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We will be recording Hourly Gate Counts for the next week. Please start recording on Wednesday, Feb. 2. Thanks!

More Hours Up for Grabs!

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Hey everyone,

It seems as if my weekends keep getting filled with things I have to do! I will be in Maple Grove from Thursday, February 10th to Sunday, February 13th looking after my uncle's dog. It would be great if someone could take my Saturday, February 12th shift from 4 to 9 PM. 3 hours of it is desk work, and knowing how quiet it gets on weekends, it shouldn't be anything too busy. It'd be a huge help if someone could do this for me.

Thanks!

Leif

Help

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Hey everybody, so I have a favor to ask of someone. I am in a class that requires me to attend a couple of plays in the next few weeks, and they are kinda a huge part of my grade. They also unfortunately conflict with my work schedule a few times. So it would be a huge help if someone could take my 6-midnight shift on Thursday Feb 10th and/or 17th. I will be willing to cover one of your shifts in return. So if there is anyone who can take one or both these shifts, please let me know, thanks, Heidi

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