Creating the Reference Desk Policy & Procedures Manual

Transcription

1 Creating the Reference Desk Policy & Procedures Manual

2 Preliminary Steps Triggered by the assessment. Involved all library faculty. Requested suggestions from the library faculty. High response from the library faculty.

3 Suggestions for the Manual Reference desk schedule and staffing. Difficult patrons. Emergency procedures. Lost & found policy. Lending scissors to patrons. Opening & closing procedures. Students coming behind the reference desk to use computer. Students crossing behind the reference desk. Teach students to find and use information, not to find it for them.

4 Technical Suggestions & Questions Copy Machines Limited Internet Computers Printing Policy

5 No Suggestions on Library faculty Behavior The Reference Desk Assessment focused on the behavior of the library faculty at the reference desk & service provided.

6 Why Create a Policy Manual? Necessary for effectiveness in carrying out the mission Promotes goals Provides a method for constant improvement Helps acquaint staff and new personnel with the services, policies, and procedures Helps staff perform their duties efficiently

7 Purpose What is the purpose of the manual? (a) The purpose of the Library s Reference Desk Policy and Procedure Manual is to help ensure that all patrons receive a consistent level of high quality service based on uniform procedures. (b) It is also to acquaint library staff and new personnel with the services, policies, and procedures of the Reference Desk.

8 Purpose of the Service: Mission Statement Mission Statement of the library Mission Statement of the Reference Desk The primary purpose of the Kurt R. Schmeller Library faculty at the Reference Desk is to: Assist all patrons and provide them with prompt, courteous, patron-friendly service. Treat all patrons with equal attention, concern, respect, and confidentiality, no matter the nature of his/her query. Teach patrons how to find and use information instead of simply giving patrons information.

9 Scope & Level of the Services Reference Desk Services and Philosophy The Guidelines for Information Services of the Reference prepared by RUSA: idelinesinformation The provision or overview of the services offered. The level of reference service provided.

10 Behavioral Performance of the Reference Desk Library Faculty Performance of Reference and Information Service Providers, from the Reference and User Services Association (RUSA): esbehavioral Approachability Roving Interest Listening/Inquiring Searching Follow-Up

11 Reference Desk Scheduling Punctuality Weekly Scheduling Changes to the Schedule Errors in the Schedule Trading Hours Absent due to illness or personal emergency

12 Other Topics in the Manual Reference Desk Statistics Opening & Closing Procedures Group Study Room Policy Fines The Reference Collection Interlibrary Loan/ILL CLICS (CUNY Libraries Intra-Campus Service) Reserve Request Form / Electronic Reserve Information Literacy Form Media Services Request Form METRO Referral Cards MaRLI: Manhattan Research Library Initiative Lost & Found Policy Cell/Mobile Phones in the Library

13 Other Topics in the Manual: Technical Computers in the Library Scanners in the Library Connecting Personal Laptops, Smartphones & Other Mobile Devices to QCC Wi-Fi Personal Laptops Personal Apple iphones, ipod Touch & ipads Personal Android Devices Printers & Printing in the Library Printing in Color Continuing Education Students & Printing Printing from Personal Laptop Computers Photocopying, Adding Funds to OneCards & Filling Stations Change Machines Portable Battery Chargers

14 Other Topics in the Manual Food & Beverages in the Library Smoking Patrons Behavior Disruptive Behavior Children in the Library Help with BlackBoard, Tigermail, CUNYFirst & Registration Emergency Procedures

15 Implementing the Manual Manual sent to all library faculty & CLT s. Suggestions and comments requested: (a) Allow library faculty to have beverages in covered containers at the reference desk (b) Allow users to have beverages in closed containers next to the computers (c) Allow users to have their cell phones on when in the library except in study carrels & Silent Study Room providing they speak at low voice level Meetings with the library faculty

16 Questions? Questions / Contact Barbara Bonous-Smit [email protected] Sheila Beck [email protected] Neera Mohess [email protected]