Just a couple reminders:
First, Spring Semester Schedule runs through May 17.
This includes Finals Week, so if you have an exam or are planning to leave right after finals. You must find a replacement.
Second, make sure when bringing microfilm to the re-shelving area, put Wils Microfilm and Newspaper Microfilm in the correct area. Each has its own location in the re-shelving area.
Starting April 2 the process for logging into Desk Tracker will change. The new procedure is hanging at the desk.
Please acknowledge that you have read this post
The reminder: Summer is lazing along and I know it feels kinda dead around here, but remember to stay alert and professional while on desk duty. I know it's horrifically hot and having a cold drink up there is a little bit of heaven, but please keep drinks under the desk. Especially when you wander off to help a patron in the room, nothing looks worse than a service window with a sign telling a patron to ring the bell while the counter is all cluttered with drinks, magazines, crumpled tissues, etc. Try keep it tidy, everyone.
The tip: Leave Explorer or Firefox running while you're up there. Now, don't abandon it there while surfing YouTube, but keep a browser window ready either open to the reserve site or the library home page so that when a patron comes up you can type in their query. The desk computers are kind of pokey (as you know), so saving them that little extra bit of frustration of having to wait for the browser may seem minuscule, but it makes a difference. Your preparedness adds to the overall appearance that you are professional!
just say no to clutter
Okay, enough with the service announcements. Is everyone having a great summer?
: D
Don't forget to ask patrons if they would please "Rate Your Library!"
Assessing patron satisfaction helps us to know how we can do our job better and improves overall customer service. Please remember to ask patrons to take a moment to fill out the blue smiley survey (it's friendly and fun!)
All students please comment that you have reviewed this post.Thanks!
Out of Order Signs are now available at the Reserve desk, near the maps.
If you discover that a micrographic scanner or copy machine is not functioning, please immediately tape a sign to it and inform full-time staff.
All students please comment that you have reviewed this post. Thanks!
I have a missing nametag to report. It must have been misplaced sometime on monday, so everyone who came in monday please check to make sure you didn't grab the wrong nametag. Thank you.
I lost my flash drive, and I am re-tracing my steps. Has anyone seen it? It has a green rubber outer covering, and the brand is Lexar. I know I have used it with the Emilio computer before. If found, please e-mail me at heinz062@umn.edu or call me at 612-237-6824. Thanks!
Remember that most uses of a flash drive (working on papers, powerpoints, etc) are not allowed at the desk. If found in the department, I probably used it for some small task. My flash drive has many functions; it is like an external lobe of my brain! :)
Here are two good reasons not to use flash drives at the desk:
1) It could be damaged by improper removal (loss of $20-50)
2) Its use might be against department policy
As for the first reason, our computers are not set up to allow us to safely remove hardware from the computer, and the department staff have made a decision not to change the computers. So plug those flash drives in at your own risk!
Improperly removing flash drives is not a sure way of corrupting it; the danger only comes when the computer is currently using your flash drive (whether you know it or not). Most sources will recommend using safe removal techniques to protect your hardware. If you have all ready plugged your flash drive in, the safest way is to unplug it when the computer is off, but this should not become common practice.
As for the second reason, our primary concern at work should be work. While we are on the desk, personal tasks (e.g. reading) are generally permitted when they are light in nature, but as soon as they interfere with our ability to serve the library patron in the best way or our activities give our patrons the impression that we are not approachable, we should set these tasks aside. Tasks involving a flash drive will usually fall under the "too involved for work" category.
In my opinion, there can be uses of a flash drive that involve light tasks (e.g. reading from pdf files saved on your flash drive.) Nevertheless, each supervisor will judge for herself whether your task or use of a flash drive is appropriate.
As the old proverb goes, "Give a man a fish; you have fed him for today. Teach a man to fish; and you have fed him for a lifetime." At the reserve desk, having patrons use the self-service reserve computers to look up their own call numbers is the equivalent of teaching someone to fish.
This not only helps cut down on lines so we can get them on their way quickly and efficiently; but more importantly. it helps the library users know how to use the reserve catalog, an important academic tool.
Goal = A system where self-service lookup of reserve call numbers is the norm.
Please consistently follow these guidelines:
1) Direct all patrons to look up what they need and write down a call number, regardless of whether there is a line.
(Note: remember that when lines form, another good strategy is to call for backup - another student or staff)
2) As always, use excellent customer service. Avoid communicating in a way that sounds like you are ordering the patron to do something. Point out the reserve terminals as a resource, and offer to show people how to search if needed.
3) There are always exceptions - someone is frazzled, in a real hurry, or has their arms full - when it makes good customer service sense to look up the item for the patron. Even in these cases, still point out the resource of the reserve terminals for their future use.
All students please comment that you have read this post.
Each Spring, Wilson Library is host to many students from junior high through high school who come to do research for their History Day projects. The Periodicals area is especially busy, because many students are interested in journal articles and primary sources found in our F.C. Film collection and newspapers.
It is everyone's job to offer special attention and services for these students, especially because many are new to academic research and most are new to Wilson Library.
One-on-one help for their research questions can turn frustrations into revelations.
Please "go the extra mile" for these students:
1) free yourself from the desk to help them find their sources,
2) spend extra time explaining the microfilm machines,
3) ask broad questions to gather the information that will help you help them,
4) get staff to help with the tougher questions,
5) remember that we can log them into computers as guests, since they are doing scholarly research.
Below is a note from Susan Gangl, Wilson Reference Librarian and coordinator of University Libraries History Day activities. Please check out these links!
The University Libraries has a great History Day research page. You can now find the link on the Wilson page and the Visitors menu off the main libraries home page.
History Day Research at the University of Minnesota Libraries
http://www.lib.umn.edu/help/orientation/Pages/historyday/index.html
Wilson Library
http://wilson.lib.umn.edu/ (look under Do Your Research -- More Help)
Visitors
http://www.lib.umn.edu/site/visitors.phtml (look under Resources for Visitors)
All students please comment that you have read this post. Thanks!
Wilson Building Hours. Beginning with the start of the second semester (Tuesday, January 16) and continuing until the end of the semester, Wilson Library will open at 7 a.m. Monday through Friday on both the first floor and basement levels.
Copy Services Hours. In addition, a second pilot will keep the basement exit and photocopy/circulation desk open until 8 p.m. Monday through Thursday. This is a response to increased demand for the photocopy service and user convenience. This change is being handled through reassignment of staffing -- and traffic will also be assessed during the semester to see if the extended hours should continue.
Half the cost of this additional building hour is funded by UDS, in order to provide access to the new coffee shop that will open in February. This is similar to the arrangement we have with UDS to open Walter at 7 a.m. This first semester is a pilot in which UDS (and the Libraries) will assess traffic between 7 and 8.
Reserve & Periodicals hours for Spring 2007 will NOT change.
User named Maria may come to the desk requesting a complimentary CD to use with the microfilm scanners.
As you know, this is NOT a typical service we provide.
However, this is a special situation. Provide your very very best customer service and get a full-time staff member to help. If no one is around, you may get a CD from the cabinet behind Elena's desk and simply give it to the patron. She may also need some help using the microfilm scanners.
Thanks!
Question: What if full-time staff isn't around and there is a fines issue with a patron...I don't want to let anyone off the hook?
Answer:
-- Determine if it is a reserve or periodical fine OR a regular collection fine.
-- For any reserve or periodical fines to be negotiated, take the patron's information (& phone number) and leave this on Margaret's desk (include YOUR name & the date on note). We will contact the patron the next business day to negotiate the fine.
-- For res/per fines, also give the patron Jerrie's card and circle the MAIN NUMBER for the unit (NOT her direct line) as the place they can call M - F about per/res fines.
-- For other types of fines (not reserve/per), refer them to Borrowing Privileges and Fines upstairs. In some situations, it's helpful to refer to a specific person - in this case it's Matt Bowers, head of BP&F.
-- On weekends, refer all fines questions to student supervisors. They can make a decision about overriding the fine in order to check something out or not.
-- Any time a student employee (including supervisors) overrides a fine, leave a note on Margaret's desk with your name, date and patron information to tell us that an override was done for that patron (include YOUR name & the date on note).
All students must comment that you have read this. Please see Margaret with any questions. Thanks!
In the past couple of weeks, 3 patrons have been sent upstairs to negotiate fines for reserve or periodical items. Library staff at Borrowing Privileges and FInes upstars have to tell the person to turn around and go back downstairs. Obviously, this is not the best customer service.
If someone has a fine for a reserve or periodical item:
1) They can only negotiate the fine with full-time staff in our unit, not upstairs (e.g. if they want the fine waived or reduced)
2) To pay a fine (of any type), the patron must go upstairs to the Borrowing Privileges & Fines window.
All students must comment that you have read this. Thanks!
A new Popular Reading Collection has jsut been unveiled in the Wise Owl Cafe at Walter Library. Below are a few things the Walter Library Circulation Staff wanted to share with Service Desks throughout the libraries about the new collection:
--The books are shelved by the Author's Last Name in the Wise Owl Cafe in the Basement of Walter Library.
--The item records are not available through the public's view of MNCAT. If staff want to see what titles are available, they could do a search in Aleph "wsc=tscipop" for a list of titles.
--No recalls or renewals are allowed.
--These books have a 2-week loan period.
--Books can be checked-out to U of MN Students, Staff and Faculty. If others try, they will be blocked.
If these books are returned at the desk or book returns please check them in as usual and put them on the "Return to Circulation" shelf. They will be routed back to Walter Library.
IMPORTANT:
OK, now Aleph is having another problem.
After 4 pm, it checks 2-hr loan reserve books out for just 2 hours, not overnight.
So, you must change the date manually using the "CHange Date" button after 4 pm.
Before 4 pm, things are fine. The 2-hr reserve books are loaned for 2 hours; hence, no problem.
All students comment to indicate you have read this post.
VERY IMPORTANT:
Aleph is having a problem.
As a result, all 2-hour loan reserve items are being checked out for an extra DAY. This is a big problem.
Here is the fix: When you check out a 2-hour item, change the due date using the "Change Date" time to be the correct date.
-- 2 hours later same day if before 4 pm
-- 9 am next day if after 4 pm
You should only have to change the date, not the time.
We will alert you when this problem has been fixed and manually changing the date is no longer necessary.
All students please comment that you have read this.
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?
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.
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.
PsychInfo, MLA and other indexes that were not functioning with the new computer configuration for limited use workstations are now working just fine.
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.
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.
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.
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!
The videotape Battle of Algiers was checked out from Wilson Course Reserve on 9/25 without the accompanying envelope sleeve. The sleeve has the barcode on it, so the item is out there in limbo. It should be returned to Reserve by tomorrow.
Keep your eyes open for this item, and put it in the envelope that is up by the front desk once it's returned.
...which wasn't too clear in my previous post where i switched "sensitize" and "desensitize" in one place. my bad.
sensitizing schmensitizing!
please glance over the corrected "Be Sensitive!" post below. but there is no need to again comment that you've read it.
Desensitize all materials -- including reserve books -- when checking them out.
All day today, reserve items were not desensitized when checked out. Thus, many library users have been stopped at the gate when trying to exit the library.
Reserve materials need to be desensitized when you check them out because right now, many are new to the reserve collection. Having come from the library's general collection, they are currently sensitized.
Please remember to desensitize!
All students please comment to indicate you have read this post.
This fall the Libraries will be running a pilot program to experiment with extended hours for the Map Library, East Asian Library, Ames Library and the Annex. The goal is to increase the hours of access to these four collections within the confines of a modest budget.
To do this, two students from Wilson Stacks will be stationed at a central point at the bottom of the stairs during evening and weekend hours. There will also be a student stationed at the desk in the Map Library since we have a computer lab there. The students scheduled during these times are there to provide increased access to four collections. They will help patrons find materials with call numbers and answer directional questions, but they are not providing reference service. They will have a red phone so they can call the reference desk for quick help. More complex questions will be referred to the 1st floor reference desk. (The Map Library student will be able to offer some limited help to patrons in that collection.) The central students will report to Julia Kiple’s unit. The Maps student will report to the Map Library.
There will not be students or staff sitting within Ames, East Asian or the Annex. One of the students will always remain at the central point. The other will circulate through the collections and will page materials from the Annex. As you recall, the second security monitor hired last January covers only two floors the basement and sub-basement. This has worked out well. During the fall semester, security cameras will also be installed in the central corridor of the sub-basement (as well as other locations in Wilson Library). All of these measures are intended to provide security for people and collections.
The increased hours will have collections in the sub-basement open as follows:
* M-Th 9 a.m. 8 p.m.
* Friday 9 a.m. - 5 p.m.
* Sat. 1 p.m. 5 p.m.
* Sun 1 p.m. 5 p.m.
At the end of fall semester, we'll evaluate the pilot and decide whether to continue, modify, or discontinue based on data gathered during the fall.
The conversion to Aleph version 18 begins this Friday, August 11. (Aleph powers the software used to check in/out items and the online MNCat.)
With Aleph version 18, library users will see a few changes in MNCat:
-- Browse with no match. When doing a browse search where there is no match, text "would have appeared here" will appear in list of items
-- Renewals. When a user tries to renew and cannot do so, more explanatory text will appear to tell them why (such as the item has been renewed already in the past 24 hours)
-- Basket Fix. When doing a search that they want to save, users will no longer have to redo their search after logging in. They still have to log in, but their last MnCat search will still be available. They can then select items and add to their "basket" as desired.
Starting Monday, go into MNCat, and try each of these three new features yourself. This will best help you assist patrons who might have questions about changes.
Aleph 17 (our current version) will work as usual until 4:30 p.m. Friday; however, there may be periods when response time is somewhat slow.
NOTE: Over the weekend, several things will happen, including the "My Account" feature will be disabled and circulation will occur "off-line". Aleph will also be down for 1/2 hour beginning at 4:30 Friday and for 10 minutes late Sunday. These things do not affect us because Reserve is not be open Sat. or Sun.
Late Sunday, conversion to version 18 will be complete.
--MNCat users will be accessing version 18 automatically.
--Staff users must use the version 18 to access Aleph.
--Aleph ILL will be available.
Beginning Monday, August 14:
--Online (regular) circulation will resume
--Access to Your Account will be restored.
All students please comment that you have read this post
To answer a couple of questions about a posting below on the new copiers:
What are Copy Center Hours?
Copy Center hours can be found on the Libraries Hours page at http://www.lib.umn.edu/site/hours.phtml
Go to Wilson Library >>> "Photocopy Services"
Hours are also posted on the side of the Copy Center itself.
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Should we do things like clear paper jams at the copiers?
Yes, if you can quickly and effectively help a patron at the copy machines, do so.
Use your best judgement about this. It's better to refer the patron to the Copy Center than to take more of the patron's time by struggling with something with which you are unfamiliar. Also be aware of other responsibilities you have to attend to -- like staffing the Reserve Desk. If helping at the copier is going to pull you away from other responsibilities for too long, refer the patron to the Copy Center.
Also, we have not trained students about how to troubleshoot copiers, so unless the problem is a quick fix that you are completely comfortable with, refer the patron to the Copy Center.
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What should I do to solve copier problems with patrons when the Copy Center is closed?
When the copy center is closed, refer problems to full-time staff.
If full-time staff are not available, do the best you can. Offer options and alternatives, like:
1) trying another copier
2) offer courtesy cards
3) If all copiers are wacked, go with them to another floor (Closest is subbasement) to try a copier in a different location
4) If it is an emergency situation and all options are exhausted, seek help at Circulation. Circ staff may NOT know more about about the copiers, but they are a good "last resort"or backup if there is a crisis you need immediate help with.
NOTE: If the person is angry/upset about copy center pricing or recent changes, refer them to talk to Amy B or Peggy Johnson (see posting below on the new copiers)
It happens all the time: a patron needs help because the journal they need is not on the shelf.
1) Remember that one of the most helpful things you can do is to check online availability or other formats like microform. This is an easy process using MNCat.
2) If it's unavailable electronically or otherwise, get full-time staff who can do an on-the-spot search for the patron.
3) If we are not around, fill out a blue search card for the patron and give it to full-time staff. Make sure to get the patron's first name and preferred contact information (phone or email).
It's important that all students are familiar with how to do this for patrons. If you are unsure about any part of the process outlined above, please see Margaret. Thanks!
New information just out on helping unaffiliated patrons and students access U of MN Salary reports (remember, these are the folks who can't access the information online).
Refer unaffiliated patrons & students who want salary reports beyond 2003-04 to the “Ask Me” links (email, chat, phone) on the Library home page. http://infopoint.lib.umn.edu/
There, they can connect with “InfoPoint” librarians who can look up salary data for up to three individuals at a time. These librarians also have information on where the person can get information if they need more than three.
We are also keeping a copy of the last Salary Report available in print in course reserve. This procedure will be included in the binder for handy reference.
Click here for previous post with information about accessing the online version of the reports.
All students please comment to indicate you have read this post.
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.
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.
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
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!
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.
The computers at the front desk now allow sound. This is important so that you can hear the *ding* that sounds when you check in an item. Listen for the *ding* to make sure the item properly checks in.
Students may not use sound while on the Internet. Playing audio files, looking at video with sound, etc. is not allowed. This includes websites that have a welcome screen where music automatically plays. Having this kind of sound blaring from the service desk is decidedly not good customer service.
All students must comment to indicate they have read and understand this posting.
Paper clips at the front desk tend to get linked together in elaborate (and beautiful, yes, beautiful!) but irritating chains of Complete Uselessness and Inconvenience when trying to grab one quicklike. Please refrain from chaining paper clips or bending them into toys, weapons, friends, etc. See Figure A.
Figure A. Notice how this is annoying.
In the spirit of providing excellent customer service, it is not appropriate use iPods, MP3 players or other listening devices while working at the desk.
As always, iPods etc. are just fine while you are shelving or doing other projects out in the Periodicals room.
While working in Periodicals, please remove any listening device when approached by a Library user. This is good customer service because it shows the users that you are completely available to help. Turning down/off the device is not enough, because the user may still assume that the iPod is on by seeing the ear buds in your ears. So, please "unplug" whenever you are directly communicating with or helping users in any way.
Lens Type 1 Check In/Out Procedure
Please use the above procedure for checking out the Lens Type 1 for the microfilm/microfiche scanner. This procedure is also attached to the Lens box itself.