Circ Staff Guidelines for Providing Reference Services
You are only responsible for answering very general questions, such as:
--where is the Library classroom?
--how can I contact my LIBR 1101 teacher?
--do you have this book?
--do you have this journal (use Journal Locator tool on Library
--I can't find this journal on the
**check first to be sure we really do own the journal they
want in paper and that it's not in Storage.
If so, and there is someone else nearby to watch the Circ
you're gone, it's o.k. to leave
the desk briefly
to escort patron to location of print journal in 1st Floor stacks; if not found
tell them you will call the
Reference Librarian to come and assist them.
--where are the history books?
**explain to the patron that the Library is very
large, and they probably won't be able to find what they want by browsing.
Turn your monitor so they can see it and
how to get to our catalog. Try to get the person to narrow the topic by
asking some questions,
as "Is there some particular country, person or aspect of history you are looking for?"
(such as the
American Colonial Period, the Korean War, British history, etc.). Using the information they provide, do
keyword search and see if you can find a book that seems relevant, pull up the record and look at the
assigned to that book; ask them if any of those subject
headings describe their topic:
if so, click on the subject heading
to bring up the books we have that are assigned to that
subject. If you feel you aren't getting anywhere, or the topic they want
is very specific and probably will require using databases
to find articles, call the Reference Librarian.
--how do I cite this item (in MLA, APA or other style
**get book from the Reserve shelf or use online
sources to try to assist them; if unable, call Reference Librarian.
--helping students access their online Reserve readings
**you can log into Docutek as yourself and see what is available, however you are not
to give them the password to access the readings.their
professor must provide it. Your login
is the first part of your email
address before the @ symbol and your default password is the
thing, but please change the password
--how can I get the GALILEO password?
You are not responsible for anything which would take you away from the
CircDesk for very long, such as
--helping students find articles using online databases
--helping students use the microfilm reader/printers
**refer students to
the printed instructions next to the microfilm reader/printers; if they
to do it alone, phone
the Reference Librarian
--helping students with printing
**you should explain the
printing process in general terms and refer them to the printed
next to the printing station; if they still need help, call the
--helping students with WebCT problems
**refer them to the Distance
Education HelpDesk (M-F 8am-5pm): x96248 (after hours, only
online help is available)
--helping students with their LIBR 1101 assignments
**call their instructor or Reference Librarian on
--helping students with BANWEB
**refer them on online BANWEB help
or the ITS HelpDesk: x96587.