Draft Cohen Reference Policy Manual

COPY/PRINTING/SCANNING PROCEDURES

Student Printer

Touch Screen Scanner

Scanner

For the Student Printer During the week:

  1. Place an out of order sign on the printer which also indicates whether or not students can pick up print jobs in the science library. (There is a pre-made sign at the reference desk).
  2. Send the Chief of Circulation an email so that he or she can notify the vendor.
  3. Send an email to the reference librarians notifying them of the problem.
  4. Whoever is the first to find out the printer is working must send an email to the reference librarians and the Chief of Circulation.

For the Student Printer on the Weekend:

  1. Place an out of order sign on the printer which also indicates whether or not students can pick up print jobs in the science library. (There is a pre-made sign at the reference desk).
  2. Notify the student worker at the Circulation Desk so they can call the vendor.
  3. Send the Chief of Circulation an email letting him or her know the printer is not working and that you notified the student worker.
  4. Send an email to the reference librarians notifying them of the problem.
  5. If the printer is fixed on the weekend send an email to the reference librarians and the Chief of Circulation letting them know it is working.

For the Touch Screen Scanner (the new student scanner):

  1. Place an out of order sign on the scanner.
  2. Send the Chief of Circulation an email so that he or she can notify the vendor.
  3. Send an email to the reference librarians notifying them of the problem.
  4. Whoever is the first to find out the printer is working must send an email to the reference librarians and Chief of Circulation.

For the Touch Screen Scanner on the Weekend:

  1. Place an out of order sign on the scanner.
  2. Notify the student worker at the Circulation Desk so he or she can notify the vendor.
  3. Send the Chief of Circulation an email letting them know the scanner is not working and that you notified the student worker.
  4. Send an email to the reference librarians notifying them of the problem.
  5. If the scanner is fixed on the weekend send an email to the reference librarians and to the Chief of Circulation letting them know it is working.

For the Old Student Scanner During the Week and on Weekends:

  1. Place an out of order sign on the scanner.
  2. Send an email to librarytech@ccny.cuny.edu and the Chief of Reference
  3. Send an email to the reference librarians notifying them of the problem.
  4. Whoever is the first to find out the scanner is working must send an email to the reference librarians.

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:

  1. If a student notifies you the printer is out of paper call the Circulation Desk for the student and request the paper be refilled.
  2. If you check the paper level and it needs refilling, call the Circulation Desk and ask for a refill.
  3. In both cases, volunteer to pick up the paper and refill the printer if Circulation is busy and you aren't assisting anyone else at the Reference Desk.

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

Copy Machines The copy machines are managed by the Circulation Division who in turn works with an outside vender.

Troubleshooting Copy Machines

BOOK/JOURNAL DONATIONS

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.

  1. For large donations, give the person the contact information of the Collection Development Librarian.

  2. Numbered list item

For small donations (1-5 items), give the person the contact information for the Subject Area Librarian.

  1. Numbered list item

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 ddmoninguez@ccny.cuny.edu

Subject Area Librarians Subject Area Librarians are listed on the library’s linked text.

DEALING WITH DIFFICULT PATRONS

During the Situation:

  1. Pause and take a deep breath

  2. Never take it personally

  3. Understand your own hot-button issues (e.g. uncomfortable with loud talking) and get someone to assist you

  4. Keep your sense of humor

  5. Rudeness happens. Accept that we have to tolerate some rudeness, but not abuse!

Controlling the Situation:

  1. Listen.

  2. Look at it from the patron’s point of view.

a. Don’t

b. OfferDon’t tobe passquick onto thedismiss informationsomeone’s toidea theor Library Deancomplaint

c. Ask

Offer to pass on the information to the Library Dean

  • List item 1

Ask the person if they would like the Library Dean to contact him/her with a response

  1. Acknowledge the patron’s feelings.

a. e.g. “I realize this is difficult for you.”

  1. It’s okay to apologize, even if you did nothing wrong.

a. e.g. “I’m sorry our hours aren’t convenient for you.”

  1. Monitor nonverbal cues, both your own and the patron’s.

  2. Focus on the library issues at hand.

Dealing with Complaints:

  1. Find out what the exact problem is.

  2. Fix or respond to the problem.

  3. If you can’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.

  1. Prevent the problem and the situation from getting worse.

  2. See if this problem can be prevented in the future.

Making Customers Happy:

  1. Identify the problem.
  2. Meet the need. a. e.g. if the computers are full, ask someone to move from the computer if they are not working on school related work such as internet gaming, social networking sites like MySpace, Facebook, etc.
  3. Consider Policy Changes. a. i.e. Policies are here to make our jobs easier. If the policies cause problems, maybe it is time to change them.
  4. Alert the dean of the library.

* Customer Service Language*

Acknowledging Patron Feelings:

• “It sounds like you are really frustrated, stressed, worried, e.g.” • “I realize this is inconvenient for you.”

Questions or policies outside your scope: • “I don’t know, but I’ll find out for you.” • “I think that’s handled by X office. Let me call and check first.” • “I’m not sure if that rule is a problem. I don’t have the authority to change it, but you can talk to my supervisor.”

Making the customer happy:

• “It’s not in right now. I can put in a request on it or see if we can get it from interlibrary loan.” • “That’s our current policy, but I can ask the dean to reconsider it.” • “Does that completely answer your question?” • ‘Is there anything else I can do for you?” ”Thank you.”

Disruptive Behavior Procedures

Physical Violence:

  1. Call the police at 9-911 immediately.
  2. Call other staff member to witness and to assist in calmly directing other people away from the area.
  3. Depending on the situation. Attempt to stop the fight from a distance. Do not try to get in between the persons fighting.
  4. Take notes and be prepared to describe the account to the police. Ask victims and witnesses to stay until the police arrive.
  5. Fill out a customer incident form.

Persons who engage in fighting may be guilty of assault, battery, and disturbing the peace and may be liable for property damage.

Sleeping:

  1. If the sleeper is disturbing other people, approach him/her from the front, remaining at arm’s length. Do not touch the sleeping person. Example: Rap the table or wall to awaken the person.
  2. Speak quietly, identifying yourself as a staff member. Inform the person that s/he is causing a disturbance for others by sleeping in the library. Warn that s/he he will be asked to leave the library if the prohibited behavior continues.
  3. If the prohibited behavior continues, obtain staff support and jointly ask the person to leave the library.
  4. If the person refuses, notify the library security officer.
  5. If the situation warrants, fill out a customer incident form.

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.)

Loud talking/socializing:

  1. Approach the noisy users and politely ask that they keep their voices down because others are trying to study.
  2. If the noise continues to be unbearable, approach noisy users and tell they will be asked to leave the library if the noise continues.
  3. If the noise continues, obtain staff support and approach the noisy users. Ask them to leave the library.
  4. If they refuse, notify the library security officer.
  5. Fill out a customer incident form if the people refuse to leave or security is called.

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:

  1. Move other customers away from the area in a calm and firm manner.
  2. Attempt to defuse the situation before it becomes physically abusive. Do not put yourself, other people, or other staff in danger.
  3. If the situation is threatening, notify the library security officer.
  4. Identify the people involved. Take note of physical descriptions. Be prepared to give detailed information to the security officer responding.
  5. Fill out a customer incident form.

General Aberrant Behavior:

  1. If the aberrant behavior is not disturbing other people or staff, it should be tolerated.
  2. Do not touch the person, but visually check for a medical alert tag around wrist or neck. If the person is able to function and does not need assistance, treat him/her as you would any other person.
  3. If the person appears to be ill or to need personal assistance, ask if you can be of help. Offer to call either the Paramedics at 9-911 or a family member if it is not an emergency.
  4. If the person becomes disruptive, follow the procedures outlined in the section on “Disruptive Behavior” incorporating the special guidelines given on the following pages for dealing with: a. Emotionally disturbed persons b. Lonely/possessive helpless persons c. Persons suspected of being under the influence of alcohol or drugs.
  5. If the situation warrants, fill out a customer incident form.

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, “Are you ill? Do you need medical assistance?” 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.