When you are scheduled on the desk please make sure you are logged in to chat, Teams, and email and have a window open to the Instruction Librarian guide. Also, open a tab to the Research Help and Reference Statistics form.
Please review all the information provided at Recommended Practices for Chat Help. Remember to used canned messages to give yourself some breathing room in answering questions. Make sure to create your own personal canned greeting message. (Something like: Hello, my name is Becky. I am reading your question and will be with you soon.)
When answering Ask A Librarian emails, as always, reply all to let everyone know you are picking it up. Then forward the message and copy the patron’s email to the TO: line to begin responding. Finally, record the transaction on the statistics form.
You may decide the best way to answer a question is through Teams. If you don’t feel comfortable using Teams to initiate a meeting, this is not a requirement.
If you choose to help a student via Teams, record the transaction on the statistics form.
You may decide the best way to answer a question is through a phone call. Many of you have requested the Mitel app with a college phone number and may use the app to communicate with students.
If you choose to help a student via phone, record the transaction on the statistics form.
When things are slow, please work on projects you have going. Each of you has library guides or other projects you are working on. If you see new needs arise, please continue, as you all do, to think of ways to meet them. You may be called on to help with new projects.
Begin a shift by turning on your computer and signing in.
Open your email to look for any updates from other librarians and look for email reference messages that have come in. Keep your email open throughout your shift.
Open your campus shared calendar to see what is scheduled for the day.
Check the phone for voice messages and respond to them.
When the phone rings, answer using a greeting similar to, "(Campus) Library, this is __________. How may I help you?"
Log in to Chat. Keep the sound on your computer on to hear when new chat questions are posted.
Instruction Librarians unobtrusively seek out students who may need help rather than wait for students to come to them at the Research Help Desk. Be aware of students who may be hesitant in asking for help. Taking a walk around the library often creates opportunities for more student interactions. (Not to mention that fact that taking a walk several times during a longer shift can be refreshing.)
If you find yourself with down time at the desk, use that time for
As needed, conduct a complete research interview to get a full picture of the student's information need, the type of project involved, and the types of sources the student is required to use or wishes to use. Ask the student to provide an overview of the assignment requirements.
If you find that you are spending a great deal of time with a student, keep an eye on the desk as well to see if someone is waiting
When you step away from the desk to help students locate books or other spaces in the library, remember to set your chat status to unavailable.
When working with students out of view of the desk, try to assess their needs and get them independently beginning their research in approximately 15 minutes. Invite them to come back to the desk when they need more assistance. Let them know you need to be visible / approachable for other students.
If you are not able to help someone find needed information, try to provide a referral.
If the Research Help Desk telephone rings while you are assisting students, let it ring. When you have finished assisting a student, listen to phone messages, and respond as soon as possible.
Acknowledge the presence of those waiting for assistance as soon as possible.
Practice 'triage' when several people are waiting for service. Ask people who are waiting to describe their needs. If one person can be assisted quickly, but has not been waiting as long as others, ask the others if it's okay to assist that patron first. Then thank them for waiting.
When the library is busy, carefully consider how much time to spend with any one student. For example, get a student started on research and then excuse yourself to get a second student started. Go back and forth between the two - this fosters independent learning.
If you find that you have several people needing in depth help simultaneously, call another librarian for back-up.
Please use the Research Help and Reference Statistics form to record any transactions whether in person, via email (direct or Ask-a-Librarian), phone or virtual (Teams). Exception: do not record chat statistics since they are recorded automatically.
Add examples of positive feedback in the form below.
Please fill out the Instruction Statistics form after a class session or event.
See the STLCC Reference Calendar in Outlook. Mark any exceptions.
If you have a planned absence, please try to switch hours with someone or ask someone to take your hours. Record the agreed to change on the STLCC-Reference calendar. If you are unable to find a replacement, please let Becky Helbling know via email.
If you have an unplanned absence, please send a message to Ask A Librarian, letting everyone know. An adjunct who is available and would like the hours may reply all claiming the hours. (Make sure to stay within the 24 hour/week limit.) If no adjunct responds before the start of the shift, a full time librarian may respond to take the shift.
Email your completed timesheets to Matthew Kiefer (mkiefer20@stlcc.edu) and copy Becky Helbling (rhelbling@stlcc.edu)
All STLCC Instruction Librarians should have access to the shared Instruction Librarians folder in OneDrive.
Access: Log in to your OneDrive, click on Shared files, click on Shared with Me. The folder should be listed along with any others that have been shared with you. Your name will be associated with files you save, comments you make, etc.
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