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The most important duty of the
Reference Assistant is to help patrons locate and use the materials
and resources available via the Library.
The Library is where the university
community comes for information. Don’t expect our patrons to know everything already.
Do expect them to ask you for help—that is what you are
there for.
It is important to make users feel
welcome. Be
approachable, friendly, pleasant and congenial
to users. Accommodate
them warmly.
Do as much as you can to help, but if
you do not know how to help a user, apologize and kindly refer him/her to a
Reference Librarian or another appropriate staff person.
If you have questions, be sure to ask
your supervisor for more information.
In
order to help students and faculty use the Library effectively, you must be able to
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treat all patrons courteously and politely.
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communicate
effectively with Library users.
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treat all requests for assistance as equally important.
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be conscientious and nonjudgmental about people and their
information needs.
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treat information requests with confidentiality
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use
electronic and hard copy resources to extract information.
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answer directional inquiries.
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answer short factual inquiries.
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document answers/cite sources used.
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answer the Reference/Information Counter phone.
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troubleshoot the
computers, printers, and other electronic devices.
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troubleshoot
electronic resources and applications.
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recognize when a patron is not articulating his/her real
Reference need.
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refer more complicated inquiries to the Reference Librarians.
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assist
users with ILL as needed.
Telephone Use and Etiquette
Answer the phone, “Shawnee State
Reference, [your name]," or ”Clark Memorial Library
Reference, [your name]."
Always be polite to telephone
callers.
If you cannot answer the caller’s
question, refer the call to the Reference Librarian on duty.
If no Librarian is available, suggest that the user try the
online
Chat and/or offer to take a message for a Reference Librarian. Telephone message pads are kept at the Reference Counter.
When you are
transferring a call on the phone at the service counter:
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tell the caller the number you are transferring to
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when the ring is answered, announce that you are transferring
a call and then hang up
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if the ring is not answered, tell the caller that no one is
available at the other extension and offer to take a message.
A copy of the
manual for the Reference Counter telephone is in the RA Binder at the
Reference Counter.
Please check it for information about the features of the
phone.
Public
and Campus Telephones
A public
payphone and campus telephones are available in the Lobby.
When students ask to use the phone, please direct them to those
phones. However, if university faculty and staff ask to use
the phone, show them to the telephone in the Reference
Office.
Telephone
Reference
Assistance
Rather than tie up the telephone for
an extended period of time, you may find it more appropriate to copy
the caller’s name, number, and reference question, and then phone
the patron back with the requested information.
Bomb Threat
Treat any bomb threat as a legitimate
call--and stay calm.
Attempt to keep the caller on the
line as long as possible and get as much information as possible:
- Where is the bomb located?
- What type of device is it?
- What does it look like?
- What is the explosive?
- When will it detonate?
- Why was it placed?
Try to get the attention of another
library employee and let them know what is going on (write or email)
so that they can call Security. (We want to trace the
call.)
When the caller hangs up, dial
*69,
and write down that number.
Campus
Calendar & Event.Shawnee.Edu
Check
both the Campus
Calendar and the event.shawnee.edu
to find times and locations for activities on campus.
Renew
Books/Check Your Clark Memorial Library Account
Users can
renew their books and check to see the status of OhioLINK requests
via Renew
Books/Check Your Clark Memorial Library Account .
Problem Patrons
Always remain calm and treat patrons
politely, regardless of their behavior.
If you feel under attack by an
individual who is acting rudely, aggressively, or angrily, refer
that person to your supervisor.
Do not respond in kind to or escalate an unpleasant
situation.
If you notice a patron whose behavior
is not appropriate for the Library or if it is reported to you that
someone is behaving inappropriately, report the circumstances to the
Reference Librarian. If
no Librarian is available, report the problem to a Circulation
Clerk. You may also
courteously indicate to the patron that his/her behavior is
interfering with others’ use of the Library.
If the patron continues to disturb others, however, call a
supervisor for assistance.
Report
any threatening, bizarre, physically menacing, aggressively hostile, or frightening behavior immediately to
a supervisor.
If you feel personally endangered, go
immediately to the Circulation area and ask the clerk to call
Security. If no clerk
is in the building, call Security at x3232 and request assistance.
If no one answers a call to Security, call 911 (9911).
If, for whatever reason, you cannot go to the Circulation
area, go into the Reference Office and close the door.
It should lock automatically.
Use the Reference or ILL phone to call the circulation clerk
(x3519) or, if no clerk is in the building, call Security at x3232.
If no one answers at Security, call 911.
Food, Beverages, and Tobacco Products
Patrons may eat and drink on Level 1 in the Library
snack area.
If you see someone eating or drinking from an open container outside
the snack area, please remind them that there is an area where
eating and drinking are permitted and ask them to go to that
area.
Use of tobacco products
is prohibited in all campus buildings.
Alert a supervisor if you see someone using tobacco in the Library.
Gifts
Patrons may bring donations of books and other
Library materials to the Reference
Counter. Ask donors to fill out a green Donations form.
Fire
In case of fire, pull the nearest fire alarm immediately. The closest alarm to the Reference/Information Counter
is just around the corner from the elevator.
The closest
extinguisher on Level Two is an arms-length from the Reference Office
door on the west side of the wall.
When the fire alarm sounds, report to the Circulation Counter and
follow the instructions of the Emergency Marshall in regards to
evacuation procedures.
If no supervisor is available when the alarm sounds, Counter
Assistants (Circulation, Reference, and CMC Assistants) must
evacuate patrons from the building following the established
procedure. Report all
details verbally and in writing to Security and to a Library
supervisor as soon as possible.
State law requires that all persons must
leave the building when the fire alarm sounds.
Injury
In case of a
serious injury, do not move the injured party. Immediately
notify a Reference Librarian or the Circulation Clerk.
If neither are immediately available, phone Security at x3232.
If no one answers at Security, phone 9911, and then continue to
attempt to notify Security at x3232.
As
soon as possible, send a message to Tess Midkiff describing what
happened:
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who
was involved?
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how
did the injury happen?
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what
did our staff do?
Weather
Emergency
In case of a weather-related emergency, follow the instructions
relayed by Security to the Librarians or Circulation Clerk.
A weather radio is available at the Circulation Desk.
If no supervisor is available and danger is imminent from high
winds, move all patrons to the Level One interior hallways and
restrooms. Do not use the elevator.
Do not use the glassed-in staircase.
Keep away from all windows.
Building
Coordinators Manual
A copy of the Building Coordinators Manual is in the Reference
Assistants Binder. Information
detailing appropriate procedures and actions in emergency and
non-emergency situations is included.
LIBRARY
EMERGENCY EVACUATION
PLAN (10-4-01)
ALL STAFF MUST PREVIEW THE EGRESS
PLAN FOR EACH FLOOR OF THE LIBRARY AND BE PREPARED TO ASSIST IN THE EVENT OF AN EMERGENCY AND IN THE EVACUATION OF THIS BUILDING.
* * * * * * *
PLEASE REMAIN CALM * * * * * * * *
All of the following should be carried out
calmly and without alarming users of the Library:
1.
If
a fire is located or an emergency evacuation is necessary, go to the
nearest “pull station” and pull the alarm.
(If a small fire, one that can be extinguished in 30 seconds,
locate the nearest fire extinguisher and attempt to put the fire out.)
2.
The
person in charge at the Circulation Counter will serve as Emergency
Marshall and will report the sounding of the fire alarm to Security
(ext. 3232) per the University Fire Evacuation Plan and Security will
call 911. Any information
regarding the location of the fire should be reported to the Emergency
Marshall who will update Security.
3.
When
an alarm is heard, ALL STAFF will leave their departments, shut all doors, and report to the Circulation Desk for
assignments. The
Emergency Marshall will either assign duties to those staff or ask
them to leave the building at this time.
Staff not needed for assistance with evacuation should exit
through front entrance and clear
plaza if needed.
4.
The
Emergency Marshall will assign TWO (2) individuals (or three teams of
two when the building is fully staffed) with walkie-talkies as
follows:
·
LEVEL 3 EAST – Go to the third level
and clear the floor circling EAST TO WEST (toward EAST along stacks A
– C). Glance through
the stacks as you walk, shut
all study room doors, and direct users to the nearest fire exit
(the front stairs or EAST exit).
Continue through the main aisle (WEST) past the PN – PZ
stacks past the restrooms and through the carrels on the Northwest
side and return to the East Emergency Exit.
·
If a DISABLED PERSON is located, move
them to the East Emergency Exit, and stay with the person to keep them
calm. You may go down to
Level One in the stairway and attempt to hail someone and alert them
of your person in the stairway. If
there is no disabled person in the stairwell, exit using the East
Emergency Exit and meet the Emergency Marshall across the Central
Access Walk from the Main Entrance to the Library.
Help the Emergency Marshall direct people towards the
University Center (East) or the Natatorium (West).
·
LEVEL 1 NORTHWEST – Go to the first
level and clear the floor circling EAST TO WEST, directing users to
the nearest fire exit (either spiral stairs, Northwest, or East
Emergency Exits). Assist
any disabled persons to nearest emergency exit as previously outlined.
Check the break room, Media, IMC, then continue EAST past the
Media Carrels and the Q – V Stacks looking for patrons and shut all study room doors.
Exit stacks through side door across from Tech Services.
Continue past restrooms, Media back doors, and Classrooms 110
and 108, closing all doors. Exit
through Northwest Emergency Exit (looking up the check stairwell for
those exiting from other floors) and meet the Emergency Marshall
across the Central Access Walk from the Main Entrance to the Library.
Help the Emergency Marshall direct people towards the
University Center (East) or the Natatorium (West).
5.
The Emergency Marshall will:
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Clear the second level checking all
study rooms and restrooms directing users to the nearest fire exit.
·
Clear the Flohr Lecture Hall and check
the Board Room (if unlocked) and the restrooms before leaving the
building.
·
Leave the building and check that all
individuals have moved away from the building, across the Central
Access Walk.
·
Meet with other individuals who helped
to clear the building to gather
information to report to the Fire
Department Personnel and/or Security.
If anyone fails to report, alert the Fire Department Personnel.
6.
No
one is to reenter the building until the Fire Department Personnel
inform the staff that the building is ALL CLEAR.
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