Strength in Reserve (and Periodicals too)

QUAIL MAN, cartoon character Doug's superhero alterego.

Interesting....he bears a striking resemblance to our own student worker Kyle....

"Doug's primary superhero and alter-ego, Quailman (along with sidekick, Quaildog AKA Porkchop) rescued the world on numerous occasions. Seen often wearing a cape, clean underwear over his pants, and a belt around his head, Quailman was a match for any evildoer using his three 'powers' -- patience, intelligence and speed."

Read more at http://en.wikipedia.org/wiki/Doug

Posted by Margaret Ostrander at 06:24 PM | Permalink | Comments (1)

OK, here's the deal: over the past couple of weeks, quite a few microfilm reels in the newspaper room have not been shelved in order. The reels are put at the back of the box instead of in its rightful place.

Imagine the humiliation, the indignity, that the poor defenseless microfilm reel feels by being so carelessly shoved to the back of the box. Do your part to make the microfilm happy and make sure it's shelved in order.

Also, we know that this is an issue with our shelving, not patrons, because these cases have been microfilms that were recently checked in at the Reserve desk and then, of course, shelved by us.

All students please comment. Thanks!

Posted by Margaret Ostrander at 07:16 PM | Permalink | Comments (15)

So, the lovely white board multi-colored markers seem to have gone missing, with the exception of the blue one.

Anyone seen the missing markers?

Posted by Margaret Ostrander at 07:12 PM | Permalink | Comments (0)

Email Margaret your scariest or funnest Halloween costume pics for posting to the Blog. Let's have fun!

Posted by Margaret Ostrander at 07:07 PM | Permalink | Comments (0)

Date: 10/26/06
Time: 7:15
Location: Wilson Reference Desk
Type of Incident: Conflict
Unit: Reference Dept.

Problem: An angry student came to the desk and complained of people who were crowded around a computer on the 3rd floor making noise and refusing her requests to be quiet. As we were talking a young man walked by and she pointed him out as one of the offenders and he told her "that she was lucky she was female". The security guard came up and she demanded that he go after the man who, she felt had threatened her. The security guard called the police.

P.S.I had received a call from the red phone on the third floor earlier in the shift (around 6:30) from another patron on the 3rd floor complaining about noisy kids. I asked Robert at Circulation to page the security guard and send him to the 3rd floor.
Action Taken:Other, reported to the security guard

Reminder: Use the incident report form at http://staff.lib.umn.edu/security/ Report these types of problems to the security monitor and your supervisor. Call 911 for criminal behavior. Never endanger your personal safety.

Posted by Margaret Ostrander at 11:25 AM | Permalink | Comments (1)

Take a picture of your Halloween costume, or better yet, wear one to work (if you work Tuesday). We'll post all of your fabulous Halloween costumes to the blog....just email Margaret the file.

Rumor has it that two people are dressing up as Willie Wonka and a certain character from Top Gun. Hope to see the pics next week to prove this rumor true!

Posted by Margaret Ostrander at 04:59 PM | Permalink | Comments (0)

Please remember to include on any search cards you fill out:

- Your name and the date

- Brief explanation of what happened and anything you did (write at top of card).
Example: "Patron asked for the book, I checked shelf & it wasn't there. Patron did not want to wait for search and said she would come back tomorrow."

There is not specific space on the blue search card for these pieces of information. You must remember to include them. Just write the information on the top of the card.

Also, fill out a search card any time you find out that an item is missing from the shelf, even if the patron does not want the item searched for. In this case, fill out the card yourself and note that the patron did not need a search.

Posted by Margaret Ostrander at 05:15 PM | Permalink | Comments (0)

Check out new chairs in the newspaper room. We have already received great user reviews of this new comfy reading area.

Please pass along any feedback you hear from Library users to full-tiime staff.

Posted by Margaret Ostrander at 02:45 PM | Permalink | Comments (0)

If you are helping a patron who reports that an item just isn't on the shelf, do the following:

1) Get full-time staff, if available. We'll do an on-the-spot in-depth search to try to help locate the item.

2) If full-time staff are not availbale, fill out a blue search card. Ask the patron to fill in their email and/or phone under the 'please mail' line. Also put the date somewhere on the form, and your name. We will contact them within 1 business day about the item they need.

Never ever turn away a patron because an item is missing. There are important options to give the user:
-- Staff will search for the item (as mentioned above)
-- If we don't find the item within a day, INTERLIBRARY LOAN can get the item for them from another Library outside the University. In this case, it's important for the patron to write in the "notes" section of their ILL request that the item is missing from the shelf and they have talked to Wilson Periodicals staff about it. ILL requests for journal articles have an average turnaround time of just 3 days!!

Please comment to indicate you've read this post. Thanks!

Posted by Margaret Ostrander at 11:47 AM | Permalink | Comments (17)

When checking in any material that has been returned in an overnight drop box, set the Override date and time function.

See directions here on p.3: http://staff.lib.umn.edu/iads/procedures/circ_returns_returning-items.pdf

1. Go to the Return tab in Aleph
2. In the lower pane click the Override Date button.
3. Change the date to the last day the Library was open and adjust the time to 16:30.
4. Click OK

This should be done in the morning, for any items returned overnight in the Periodicals or the Reserve drop-boxes.

This back-dating process ensures that users are not charged fines who return their items just a little late or in the event that we mess up and don't check in their item by closing time.

All students, please respond that you have read this. Implemetation of this procedure begins immediately.

Posted by Margaret Ostrander at 04:42 PM | Permalink | Comments (14)

PsychInfo, MLA and other indexes that were not functioning with the new computer configuration for limited use workstations are now working just fine.

Posted by Margaret Ostrander at 04:04 PM | Permalink | Comments (0)

The newly configured limited use workstations (the 2 computers near the entrance of Periodicals room) are having some problems.

PsychInfo and MLA indexes cannot be fully accessed at these computers. There are likely other indexes that will present problems as well.

The reason for this issue is that computers only allow access to web sites that end in .edu, .gov or .state.mn.us Some databases end in .com or .org and thus can't be accessed currently at limited use workstations.

We are figuring out how to solve this problem, and hopefully offer access to these sites.

Library users can use Open Access stations (other side of the basemenet) or Log-In computers to access the full range of Internet resources with no restrictions.

Please let full-time staff know if you discover that other indexes/databases are not working at the limited use computers.

Please comment to indicate you have read this post.

Posted by Margaret Ostrander at 03:47 PM | Permalink | Comments (14)

Date: 10/14/06 Time: 2:50 Location: WilsonType of Incident: Crime Unit: Wilson Reference

Problem: Patron reported that his backpack was stolen while he went to the bathroom. The Security Monitor and I both told him that he should call the police and file a report. He wasn't sure if he wanted to do that.I don't know if he filed a report.
Action Taken:Contacted Security Monitor

Reminder: Use the incident report form at http://staff.lib.umn.edu/security/ Report these types of problems to 911. Also contact security monitors & supervisor. Never endanger your personal safety.

Posted by Margaret Ostrander at 03:13 PM | Permalink | Comments (0)

When working at the Reserve desk, it's important to encourage Library users to utilize the Reserve Computersthemselves to look up Reserve item call numbers. This helps cut down on lines so we can get them on their way quickly and efficiently.

Please consistently follow these guidelines:

1) Whenever there is a line, please direct people to the computers to look up what they need and write down a call number.
(Note: remember that when lines form, another good strategy is to call for backup - another student or staff)

2) When there is no line, look up the item for the person, showing them how to use the Reserve catalog. Then explain that there are two computers they can use to look up what they need and write down call numbers. Pleasantly ask them to please use this resource in the future.

Remember Good Customer Service. When directing people to the computers, do so with ultimate customer service finesse. You can say something like "Thank you! This will really help us get what you need even faster." Most of all, avoid communicating in a way that sounds like you are ordering the patron to do something. Instead, pleasantly ask, for example, "Would you like to use one of the computers we have especially set up to look up course reserve items? Then, just write down the call number -- this will really help us...Thanks!".

Lastly, if a patron really wants/needs you to look up an item, do so, even if there is a line (yup, that old saying applies here: 'the customer is always right'). There could be many reasons for this: Their arms are full and can' t use the computer, they are frazzled, in a hurry, frustrated, don't know how to use the Reserve catalog etc. -- all great reasons to look up the item for the person.

This is different from how things have been done for a while, and may even be different from the training you received. However, from now forward, we would like to consistently adopt this way of serving Reserve patrons.

Let me know if you have any questions.

All students please comment that you have read this post.

Posted by Margaret Ostrander at 02:49 PM | Permalink | Comments (16)

In the Libraries' continuing efforts to reduce disruptive behavior problems in Wilson Library, Open Workstations are being relocated some computers will be reconfigured. Computers will be one of three types:

* Authenticated workstations: Require x.500 account for login; once loggin in, users can go anywhere
* Open Workstations: No login required; users can go anywhere except to those sites on a block list -- mostly gaming and email sites
* **NEW** Limited workstations: No login required; users can go to sites in the .edu, .gov, .mil, .mn.state.us domains; no access to .com, .org, or .net sites (this should allow most academic use and eliminate most gaming sites)

We'll be making the following configuration changes:

BASEMENT OF WILSON:
Convert to Open Workstations:
-- four of the five workstations across from Copy Services
-- NOTE two of these computers have privacy screen; one with privacy screen will remain an Authenticated Workstation

Convert to Limited Workstations:
-- the four Open Workstation computers in the Periodicals Room (2 that are currently Open Access and 2 Reserve workstations)
-- two computers in Government Publications

Tips for answering these questions, when users want more access than the new Limited Workstation configuration will provide:
1) Direct student/staff/faculty to authenticated workstations
2) Direct non-affiliated users to Open workstations if their use is for research & study (nearest=computers near Copy Services)
3) Staff and student supervisors can log-in non-affiliated users (using guest log-in) to Authenticated workstations when their use is for research/study; get full-time staff or student supervisor in these situations.
4) If disruptive behavior is happening at the computers, no matter what type, get full-time staff. If full-time staff are not available, call a security monitor 4-WALK.

REST OF WILSON LIBRARY
Convert to Limited Workstations:
-- the one remaining Open Workstation computer on 3
-- the one remaining Open Workstation computer on 2
Redistribute computers in the Reference Room (First Floor):
-- all five workstations on the RIGHT side (looking into the room) become Authenticated Workstations
-- all five workstations on the LEFT side (looking into the room) become Open Workstations

All students please comment that you have read this post and with any questions you might have about these new arrangements.

Posted by Margaret Ostrander at 12:57 PM | Permalink | Comments (11)

All students who have not yet attended the customer service training can register for two additional classes that have been added at the end of October.

Registration is available at: https://onestop2.umn.edu/training/courseDetail.jsp?course=LB0174

(For new students, just a note that this training is different from the 1-hour Unravel library orientation course. All new students need to have completed BOTH of these trainings).

When you have registered, please comment with the DATE and TIME that you will be attending the training. Thanks!

Posted by Margaret Ostrander at 01:15 PM | Permalink | Comments (3)

To all students working when full-time staff are not (nights, weekends), if there is some need for Facilities Management, you can call ext. 5-0011. This would be for emergencies like when water is leaking from the ceiling or non-emergencies like when a patron spills soda all over the floor. The operator will explain to you what you should do. If full-time staff are around, you can refer any problems to them.

Again, the number for Facilities at night and during the weekend is (612) 625-0011.

Posted by Charles Heinz at 04:14 PM | Permalink | Comments (0)

Ya know how sometimes a box pops up after checking in that tells you to do something with that book? (Such as "Return to Wilson Annex").

Usually, putting these items on the "Return to Circulation" shelf is the way to go. This gets the books on their merry way to the Annex, Law Library, Bio-Med or wherever they actually belong.

But wait!! What if a book has orange tape on it but the computer tells you to send the book somewhere else? In this case, the book still belongs in reserve. This is the one time you should ignore the pop-up message.

I want to mention this because this semester, we have many art books from the Annex that have been placed on reserve. A "Return to Wilson Annex" window will appear, but these books still belong on our reserve shelves.

Just keep this as your mantra=trust the orange stripes. Always shelve these books in our reserve area.

To double check where something belongs, you have two other options:
1) asking full-time staff (always a good idea, especially if you're new to working at the Library)
2) Scan the item into Aleph -- use the "Item" tab -- and see "Sublibrary" for the location of the item. See Margaret for more info on how to do this.

All students please comment to indicate you've read this post. Thanks!

Posted by Margaret Ostrander at 01:01 PM | Permalink | Comments (16)

Several shifts are open over the next week. If you can help cover any of these - or even part of a shift - we would really appreciate it:

Thurs. 10/5 from 12 - 6
Friday 10/6 from 8-11
Mon. 10/9 from 8-11
Wed. 10/11 from 8-11

Please contact Margaret (ostr0067@umn.edu) directly if you can work any of these times, rather than commenting to the blog. Thanks!

Posted by Margaret Ostrander at 12:37 PM | Permalink

Date: 9/30/06 Time: 4:30 Location: Wilson Library 2nd floorType of Incident: Crime Unit: Wilson Reference

Problem: Patron reported that his backpack was stolen while he was helping someone on the 2nd floor. Patron didn't want to call police but spoke with the security monitor. She also recommended that he call police. He didn't want to call police but wanted other patrons to help him find the backpack. One patron complained to the security monitor about the victim. The victim's behavior seemed a bit strange.

-----------------------------------

Date: 9/30/06 Time: 4:30 Location: Wilson 2nd floorType of Incident: Crime Conflict Unit: Wilson Reference

Problem: This is a followup to an incident report I sent earlier on Saturday about someone who claimed that his backpack had been stolen. The security monitor was concerned that the victim was behaving strangely and called a supervisor. When the supervisor arrived they went upstairs. A few minutes later the victim came to the Reference Desk and yelled at Gene:"Call security ASAP and don't let this person leave the library" He had a student with him. He had taken the student's homework. Several other guys came along to help the student get his homework back. The student at the circ desk called security. The student got his homework back. I asked the victim to sit down and wait for security. Instead he ran out by the campus phone. The security people came back and I told them where the victim was. They took him outside but I don't know the outcome. I ran into Linda DeBeau Melting in the parking garage and told her what I knew about it, which isn't all that much

Reminder: Use the incident report form at http://staff.lib.umn.edu/security/ Report these types of problems to 911. Also contact security monitors & supervisor. Never endanger your personal safety.

Posted by Margaret Ostrander at 11:55 AM | Permalink | Comments (0)