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I'm going to be out of the office, leaving today (Friday) at 3 pm. I'll be back next Wednesday August 2. I'll be in Chicago at a family event. You can consult the white board and check in with Meg about Periodicals tasks in my absence.
Date: 07/26/2006 Time: 4:45 PM Location: Wilson Library, 3rd floor
Type of Incident: Crime Unit: Reference
Problem: Student was taking a five minute nap; someone took her purse off her study table.
Action Taken:Called 911
Remember: The on-line incident report form is located at http://staff.lib.umn.edu/security/ Report these types of problems to 911, and never endanger your personal safety
Click Here to Open Student Supervisor Job Description
As most of you know, we are changing things up a bit for the fall in terms of weekend staffing at Wilson Periodicals and Course Reserve. This means an opportunity for leadership (not to mention a higher pay rate) for three student supervisors. We are not posting these positions and plan to hire from within the existing pool of student workers. This includes those of you who are working this summer as well as others who are returning in the Fall.
We plan to do 15 minute interviews with everyone who is interested. These will take place the week of August 7. We will try to work these brief interviews into your normally scheduled shifts. We will do them in a private room outside of the office. We'll do phone interviews if interested candidates are not in town this summer or not available that week.
Please let me know if you have questions. We will be considering everyone who has expressed interest in being a candidate for this position. Our decision will be based on the basic and preferred qualifications outlined in the job description. To assess who is the best candidate for the job, we will be looking at past work performance, level of experience working in the unit, information from the interview, and scheduling availability for Fall semester. Out of these factors, past work performance is the most important factor we will consider.
We recognize that some of the duties outlined in the job description may be unfamiliar areas to some students. Do not let this discourage you. We expect to provide training so that the lead students selected are able to perform all duties well.
Students, you cannot comment to this post. Instead, talk to a staff supervisor directly with questions or for more information.
A patron may come to the service desk in need of missing pages from The Journal of Applied Social Psychology, volume 24, issues 1-6 (bound journal).
This bound item is out on the shelf for the patron, but missing pages are on Jean's desk in the back office. Ask Jean or if she's not around you can find the pages on the upper shelf abover her desk, under her Kleenex box.
The patron can make copies of missing pages as needed but MUST immediately bring them back to the service desk.
In response to recent posting about shelving statistics for newspapers, I need to clarify where and how to record newspaper statistics:
1) The "Newspapers" sheet in the shelving statistics notebook (the one near front desk) should only be used to record print newspapers shelved that are out in the room or in the Periodicals reshelving area. In other words, only record newspapers shelved that have been used by patrons.
2) Do not record anywhere print newspapers shelved directly from the "Today's Papers" and "High Use" shelving in the newspaper room.
Sorry for the confusion on this folks. Please let me know if you have any questions.
All students please comment to indicate you have read this post. Thanks!
You are invited to attend any of the following open meetings with the Libraries Security and Safety Committee. As student workers, you have valuable insights that are much different than full-time staff. During the academic year, you are here during late hours and have a viewpoint on security issues that is very important. While attending a forum is not mandatory, it is certainly encouraged.
The Security and Safety Committee would like to hear your comments, concerns, and suggestions! All staff are invited to attend one of these open meetings:
* 10-11 am, Monday, July 31, Magrath Library 2
* 1:30-2:30 pm, Wednesday, August 2, Andersen Library 120
* 1-2 pm, Monday, August 7, Walter Library 101
Your time at the forum would be paid. You may attend even if it's not during your scheduled shift.
At the forums, there will be discussion about issues and proposed solutions considered thus far by the committee and will ask you all to share your thoughts. What else should the committee consider, what's the most important issue, what new ideas do you have? The committee is considering how to address issues surrounding a safe environment in the libraries; our charge includes articulating the purpose(s) of library facilities, assessing data about problem incidents, reviewing existing policy, and recommending additional steps that could be taken to improve our environments. If you can't attend an open meeting, please share your ideas and input with a full-time staff person who will pass them onto the safety and security committee.
Please comment here if you plan to attend and indicate which training you'll be at. Also tell us if this means you will be missing a portion of a scheduled shift.
Procedures for Reporting Aleph, SFX (FindIt), and Metalib (OneSearch) Problems [7/21/06]
Definitions of Critical Problems
- Aleph: Critical Aleph problems are those that prevent all searching and/or display of results in the catalog.
- SFX (Find It): Critical SFX problems are those that prevent display of the SFX FindIt menu or linking to all SFX-enabled resources (like eJournals or indexes).
- Metalib (OneSearch): Critical Metalib problems are those that prevent connection to any Metalib resource.
When full-time staff are in: Report problem to full-time staff.
When full-time staff have left for the day:
1) Call Wilson Circulation staff at 612 624-3321 to report critical problems. Provide as many details as possible. The text of error messages is especially helpful.
2) Give circulation staff the following email addresses for follow-up: WilsPer@umn.edu and WilsRsv@umn.edu
3) Circulation will contact computer staff, who resolve the problem and keep library staff informed via e-mail.
Procedures for Reporting All Other Computer Problems (not critical):
1) Always report to full-time staff. If we are gone, leave detailed description with your name and patron information if applicable on our desk or email to WilsPer@umn.edu
2) If assisting a patron, offer them the option to fill out the Technical Assistance Form. It's best for the patron to complete the form, not us, since they have most complete information about the problem. This form is appropriate when patrons (or you) encounter these types of issues:
* Do you need help logging on to indexes, electronic journals, or other full text resources?
* Are you having problems with library forms?
* Are you having technical problems with MNCAT or other library resources?
All Students please comment to indicate you've read this.
Below Margaret writes that Uniprint is now enabled for the front desk computers instead of the dinosaur printers, and that student workers will use Courtesy Cards to print off patron receipts. These are in an envelope pinned to the wall by the Charlie computer. Other uses for Courtesy Cards include when a printing or scanning error causes an unreasonably bad copy or when users display an appreciable amount of stress about needing to make a copy but lacking funds. If reimbursing a patron for one or two copies, take a card with you and print them for the user, retaining the card. If you know they lost a certain amount, you can also just give them a card (a full card has 75 cents on it--reimburse them extra if needed, it doesn't have to be exact). If giving freebies, generally only allow one or two (not mulitple) copies, unless the patron is particularly convincing. Courtesy cards are just that--given as a courtesy, so it's okay to be liberal in their use.
And now for Courtesy Card Courtesy!
Little is more aggravating for either an employee or a patron to have to feed multiple cards into a photocopier or the UniPrint box because someone put an empty or low value card back in the sleeve. Patrons who need the cards have likely already encountered some frustration to need a card in the first place, and further needless delay doesn't help.
Whenever you use a Courtesy Card: when finished, record the remaining amount on the card itself with a marker, crossing off a previous amount if necessary. A black marker is in the sleeve for this purpose. If a card is empty or has a useless value, you can return the card to the Copy Center (value cannot be added to the Courtesy Cards at a cash-to-card machine).
As a reminder:
Photocopies: $0.17 (starts August 1)
Computer printouts: $0.10
Microfilm scans: $0.25
Thus, if a card has less than 10 cents, it can be returned to the Copy Center.
PS--I made that Courtesy Card in Paint. I got lazy.
On shelving statistics in the last week or so, there are a few times that "newspaper" shelving has been very high (between 30-40 papers recorded per day). Could those of you who shelved this many print newspapers please respond just to confirm this is accurate. (Note: I'm talking about shelving, not newspaper processing, statistics)
I'm thinking that these numbers really represent newspaper microfilm reels, not actual print papers shelved. I could totally be wrong. If you shelved on July 12, 13, 17 or 18 please respond about this or just talk to me. Thanks!
By the way, CONGRATULATIONS to the entire unit for excellent stats keeping. Everyone is recording their numbers consistently, which I really appreciate. This has really improved over the past few months. These stats are actually used to make very important decisions in the Library, like what areas get more money to develop their collections. Thanks for doing such a great job.
You may have noticed that the old dot-matrix printers at the reserve desk have disappeared. How to print a return receipt or book list for a patron, you might ask? The answer is simple: printing from both "Charlie" and "Emilio" - the front desk computers - now go to UniPrint. You will be prompted to name print job, and it can be retrieved at the UniPrint station using a card. Cost is $.10/page.
How to pay for copies from the desk? Use courtesy cards for patrons when printing return receipts or book lists from Aleph. If you print other items for a patron (i.e. helping someone with research and print a full-text article you find; print a list of potential items from MNCat), the patron must pay for these items themselves.
This new way of printing offers a great opportunity for above and beyond customer service: direct printing from the desk computers instead of telling the patron to find their own computer and duplicate a search already done together at the desk.
Remember: Use courtesy card only when printing things like a return receipt or circulation summary.
All student employees, please comment to indicate you have read this post. Also, tell me if you're familiar with how to print a "return receipt" or "circulation summary" (book list). If needed, I'll post directions on how to do this.
For years, the U of MN's salary report has been available in reserve reading. Now, all reports after 2003-04 will only be available online through the "UM Report" system. This report will no longer be printed by the University.
The online salary reports can only be accessed by members of the University community (faculty, staff) who have an x500 login that allows access to UM Reports. Most student x500's do NOT allow access to this information.
To direct a patron who has appropriate access to the online reports:
1) Title search MNCat for "University of Minnesota Total Salary Report".
2) Record links to website that can be accessed with an x500.
3) If first time in this site (UM Reports), person will need to check boxes that apply to their position at the U.
4) Click "Search reports"
5) Search "all categories" with keyword "salary".
6) A handful of reports will appear. "Quarterly Salary Distribution" will most likely be what they are looking for.
We do not have "guest" x500 log-ins. Never use your own x500 to allow patrons to access information. This obviously means that unaffiliated patrons and most students can't access this information online.
Options for access to salary report information for nonaffiliated and most students are:
- InfoPoint (the "Ask Us") link on Library web site where they can write an email or chat with a librarian. This librarian can look up current salary information for the patron. This is the primary way to deal with people who need access to the salary info and don't have online access.
- Offer to get the most recent print salary report available (2003-04), which will remain available in Reserve reading call number LB2334.3.M56 U55 2003-04.
- Let them know that you will inform your supervisor of their complaint if they are still upset about the situation
Date: 7/19/06 Time: 6pm Location: Wilson Library Reference Room Type of Incident: Crime Other
Unit: Reference Dept.
Problem: A student came to the Reference Desk and reported that his laptop had been stolen out of his bookbag while he was in the restroom. A security guard was on duty so I called the guard over and he called the campus police so that the student could file a report.
Action Taken:Other, reported it to the security guard who was on duty
Reminder: use the Incident Report Form, call 911 and report such incidents to your supervisor.
In response to some issues recently raised on the blog, we would like to reiterate some key points about priorities at work. I would also recommend that everyone reads the comments posted in response to Charlie's recent "opinion" posting.
* Library work is the reason and focus for your work time.
* Personal entertainment, projects, homework, etc. are not work related activities. They are perks of working in the Periodicals/Reserves unit but are not the reason you should come to work.
* When assigned a project, you are expected to immediately attend to that project and remain focused on this task.
* At all times you are expected to exhibit good customer service skills. It's especially important to proactively work on appearing approachable and helpful to Library users. We are encouraging you to work particularly hard on approachability because users did not rate us as highly in this area in the recent customer service survey (i.e. comments like "library staff looked busy").
* We do not communicate approachability to users when engrossed in the Internet, homework, reading etc. While working at the desk, use common sense and do "lighter" work that does not dominate your attention. You should always be able to tell what is happening in the room and to have your attention directed towards serving customers.
* Being approachable means practicing concrete approachability skills. For some people, this is natural. For others, it is something that requires more practice. Make sure to be in the habit of consistently using eye contact, friendly facial expressioins, greetings, open body language, and good posture. Not looking busy is also an important part of approachability.
* Using your own personal lap top at the desk creates a barrier between you and the library user and can really make you not appear approachable. For this reason, we will be asking you not to use lap tops at work from now on.
* If non-work activities are keeping you from focusing on Library duties or hinder approachability, full time staff may ask you to stop doing them.
These reminders are really about building a culture and environment where Library users receive great service, feel valued and know that they are our first priority. You are a very, very important part of building this, and we want to thank you for the work that you do. Please comment here or talk to me with questions, disagreements, etc. about these issues.
Date: 7/18/06 Time: 3:50 PM Location: Map Library (basement of Wilson) Type of Incident: Crime
Problem: A patron using the Map Library was using the computer equipment. When he came back to the area where his laptop was sitting, it was gone. I called the police and patron reported the crime.
Action Taken:Called Police
Reminder: use the Incident Report Form, call 911 and report such incidents to your supervisor.
The shelving statistics notebook has received a minor makeover. Check out the new set of instructions taped to the cover. There is also now a calculator available next to the notebook for quick, easy addition of statistics.
Remember to initial your shelving stats. Thanks!
Picture a soldier of the Queen's Guard in front of Buckingham Palace, standing amazingly still in front of the American tourists. He is the epitome of discipline and loyal service to her Majesty. Yet, when the tourists walk away to see the Big Ben, I bet even the guard snaps his bubble gum. While we wait patiently for the next library patron at the reserve desk, we could be doing things for our own enjoyment or personal improvement. I can check my e-mail and keep up with the news at the desk (and I do). Sometimes I would like to prepare a budget in MS Excel or type a letter in MS Word. I even like to use Microsoft's simple calculator program. But, none of these non-internet pursuits--even the calculator--are possible at the desk. I think the desk computers are needlessly restrictive.
Of course, a student wrapped up in a deep, thoughtful paper for a class can develop tunnel vision, leaving library patrons effectively their second consideration. Helping library patrons should always take precedence over personal endeavors when we are on the desk. However, if we can imagine a student who is able to keep library patrons first in their minds while preparing a budget in MS Excel, shouldn't we allow this? Instead of locking down many normal computer operations, we would then be expecting that students do not lose sight of their priorities while at the desk.
I hope that the restrictions on these computers can be released so that the library, the student and the patron can all win. Feel free to post comments. Thanks!
1) Do you use email for work-related activities?
2) Have you ever followed up with a library patron via email?
3) Are there other reasons you have used email to get work related things done?
4) What email account have you used (U account, hotmail, etc.)?
[This questions do not apply to your emailing staff about scheduling.]
All students please respond with a comment answering the questions above. Thanks!
Date: 7/12/07 Time: 1:45 pm Location: Wilson circulation desk
Type of Incident: Other
Height: 5'10 Weight: 210 Hair Color: black Sex: male
Description of clothing: blue football jersey
Problem: Yesterday, as I was about to leave, at teenage boy walked in pretending to be blind (I knew he wasn't because in the past week he has been in and approached the circulation desk, looking for attention). He walked into the counter. I asked if I could help him, but he ignored me. Then I asked again and told him that I knew he was not blind. At that point, he opened his eyes and asked where the circulation bell was because he wanted to ring it. I told him it wasn't out because someone was at the desk. He then walked up to the halpro screen and started to place his hands on it. I asked him to stop touching the screen. He did stop touching the screen, but still remained real close, so I asked him to leave the screen alone. He then went downstairs, calling me a meanie as he left. Circ staff person was also at the desk at this point. I told the Circ Supervisor about the boy and past interactions with him. Last Thursday, he came up to the circulation desk and kept bothering one of the student workers (asking him questions and trying to scare him).
Action Taken:Reported to Supervisor
Reminder: Anyone experiencing this type of situation should call 911 immediately as well as report to their supervisor.
Date: 7/12/06 Time: 2pm Location: 3rd floor Wilson
Type of Incident: Other disruptive behavior
Sex: male
Description of clothing: teenage black male, thick set, light blue football jersey
Problem: A patron complained about a teenage boy who was touching him (non-sexual touch), shouting in the bathroom and computer area, slamming the photocopier cover, and otherwise causing a ruckus on the third floor. Patron says that the young man has bothered him in the past.
Action Taken:Called 911
Date: 7/10/06 Time: 3:30 Location: Study area outside of basement exit to Wilson Library
Type of Incident: Indecent exposure
Hair Color: grey
Sex: male
Description of clothing: Homeless man w/long grey beard and hair/black pants & maroon shirt
Problem: Masturbated near a female student. When the student looked at him directly he ran out the exit of the study area.
Action Taken: Called 911
Date: 7/7/06 Time: 5:00 pm Location: 3rd floor Wilson
Type of Incident: Other - Indecent exposure
Sex: male
Description of clothing: white male, bald, wearing green shirt, glasses
Problem: guy was sitting on the floor of the next isle peering through the stacks at me, and from the sounds of it was probably masturbating. I heard someone on the other side and some "sounds" so I bent down and looked through and saw him looking through at me. I left the area.
Action Taken:Other, filled this report
Reminder: Anyone experiencing this type of situation should call 911 immediately and inform your supervisor.
for the Intellectual Life of the British Working Classes. He came by on Monday July 3, asking for this book on reserve. There was a problem with the catalog record, which is now fixed. The book is a regular loan book and is located upstairs in the regular collection. (The catalog also indicates that it is a regular item).
This patron will likely come backon Wednesday July 5 to the Reserve Desk asking for the book and be confused about why it's not marked as on reserve anymore. Direct him upstairs (using a map) and let him know that we have verified that it is indeed on the shelf.
When you have to leave the desk even for a brief time, move items away from the service window - especially expensive things like calculators. Thefts have been reported throughout the Library.
