Draft Cohen Reference Policy Manual
[linked text](Student Printer ) [linked text](Touch Screen Scanner ) linked text
For the Student Printer During the week:
For the Student Printer on the Weekend:
For the Touch Screen Scanner (the new student scanner):
For the Touch Screen Scanner on the Weekend:
For the Old Student Scanner During the Week and on Weekends:
Paper for the Student Printer:
Paper for the student printer comes out a separate budget from the reference department. The paper is held in the Circulation department. For budgetary reasons and upper management preference, it is in a locked room in which only Circulation has the key. Check the paper levels at the beginning of your shift at the desk.
When the printer is out of paper:
Paper for the Reference Desk & Reference Division Staff Computer:
Paper for the reference desk staff computer is kept in the reference division office. If you use the last of the paper you must refill the machine. Notify the Chief of Reference if the reference office is out of paper.
Trouble Shooting the Student Printer
If the printer is out of paper, notify the Circulation Desk.
If the printer needs to toner notify the Circulation Desk.
If the printer has a paper jam or any other technical issue, notify the Circulation desk.
If the print job does not show up at the printer, email library tech support with the number of the computer station (located on a sticker inside the booth at: email@example.com and send an email to the Chief of Circulation.
If the print job shows up at the printer, but the patron cannot get their job to print, check to make sure the patron has enough money on the card for the job (e.g. if the document is 3 pages the patron must have at least 30 cents on the card.)
Copy Machines The copy machines are managed by the Circulation Division who in turn works with an outside vender.
Troubleshooting Copy Machines
If the copier is out of paper, notify Circulation.
If the copier has a paper jam or any other technical issue, notify Circulation.
If a student, faculty member or an alumnus would like to donate material to the library, give them the contact information for the librarian in charge of the subject area or the collection development librarian.
For large donations, give the person the contact information of the Collection Development Librarian.
Numbered list item
For small donations (1-5 items), give the person the contact information for the Subject Area Librarian.
Explain to the patron that if they wish to leave the item and the library cannot add it to the collection that it will be put in the semi-annual library book sale.
Current Collection Development Librarian for Cohen is Daisy Dominguez x5758 firstname.lastname@example.org
Subject Area Librarians Subject Area Librarians are listed on the libraryâ€™s linked text.
DEALING WITH DIFFICULT PATRONS
During the Situation:
Pause and take a deep breath
Never take it personally
Understand your own hot-button issues (e.g. uncomfortable with loud talking) and get someone to assist you
Keep your sense of humor
Rudeness happens. Accept that we have to tolerate some rudeness, but not abuse!
Controlling the Situation:
Look at it from the patronâ€™s point of view.
a. Donâ€™t be quick to dismiss someoneâ€™s idea or complaint
b. Offer to pass on the information to the Library Dean
c. Ask the person if they would like the Library Dean to contact him/her with a response
a. e.g. â€œI realize this is difficult for you.â€
a. e.g. â€œIâ€™m sorry our hours arenâ€™t convenient for you.â€
Monitor nonverbal cues, both your own and the patronâ€™s.
Focus on the library issues at hand.
Dealing with Complaints:
Find out what the exact problem is.
Fix or respond to the problem.
If you canâ€™t fix or respond to the problem, get a supervisor or someone to assist you who is authorized to handle it.
a. If no one is available, write down the problem (or ask the patron to write it down) so it can be passed on.
Prevent the problem and the situation from getting worse.
See if this problem can be prevented in the future.
Making Customers Happy:
* Customer Service Language*
Acknowledging Patron Feelings:
â€¢ â€œIt sounds like you are really frustrated, stressed, worried, e.g.â€ â€¢ â€œI realize this is inconvenient for you.â€
Questions or policies outside your scope: â€¢ â€œI donâ€™t know, but Iâ€™ll find out for you.â€ â€¢ â€œI think thatâ€™s handled by X office. Let me call and check first.â€ â€¢ â€œIâ€™m not sure if that rule is a problem. I donâ€™t have the authority to change it, but you can talk to my supervisor.â€
Making the customer happy:
â€¢ â€œItâ€™s not in right now. I can put in a request on it or see if we can get it from interlibrary loan.â€ â€¢ â€œThatâ€™s our current policy, but I can ask the dean to reconsider it.â€ â€¢ â€œDoes that completely answer your question?â€ â€¢ â€˜Is there anything else I can do for you?â€ â€Thank you.â€
Disruptive Behavior Procedures
Persons who engage in fighting may be guilty of assault, battery, and disturbing the peace and may be liable for property damage.
Sleeping is not a problem unless it is disturbing other people (e.g. person sprawled out on furniture or floor, taking too much room, or being noisy.)
Excessive noise in the library is disturbing to other people. Staff should be aware of noisy and overbearing talkers. Other users may be too intimidated to complain, and they are often reluctant to move elsewhere because library study space is not always easily found.
Verbal Altercations Between Customers:
General Aberrant Behavior:
Aberrant Behavior is usually caused by psychological problems or substance abuse. Examples are talking to oneself, pacing the aisles, staring, unsteady walking and overly loud talking. Please be aware that some medical conditions, e.g. diabetes, may cause symptoms similar to those normally associated with intoxication.
Aberrant Behavior in Persons Suspected of Being Under the Influence of Alcohol or Drugs: 1. Get another staff member to serve as back-up support. Have a pre-arranged signal for calling the police. 2. Remember to look for a medical alert tag. 3. Do not make the person feel watched or cornered. Stay at a safe distance. Do not touch the person. 4. If you need to assist the person with locating library materials, do not go alone with him/her to remote areas of the library. 5. If the person cannot function normally, ask the person calmly, â€œAre you ill? Do you need medical assistance?â€ Call paramedics at 9-911 if needed. 6. At the first sign of dangerous behavior, call or have a colleague call 9-911. 7. If the customer is disruptive, ask him/her to stop. Give warning that if the behavior continues, s/he will be asked to leave the library. 8. If the customer persists, obtain the support of other staff and ask to customer to leave the library. 9. If the customer refuses to leave, notify the library security officer. 10. If the situation warrants, fill out a customer incident form.