If you are working at a Service desk, there are special guidelines that need to be followed. You are the "face" of the library, representing the public, and you must project a professional, welcoming image.
Be poised and ready to engage approaching library users. STOP all other activities when users approach the service desk and focus on their needs.
- NO EATING at the Service Desk. You can bring a snack to be eaten on your break AWAY from the service desk. Meals need to be eaten during your lunch or dinner break. Beverages in covered containers are permitted in most work areas. Follow the instructions of your supervisor.
- NO HEADPHONES while working at the Service Desk. You need to remain alert and available to speak with library users. (*There is an exception for Music Library staff working on audio projects).
- Cell phone, laptop, Book bags/purses:
- Talking on cell phones is not allowed at the service desk. The desk is in a “no cell phone zone” so please remember to set a good example for our patrons.
- If you must make a personal phone call, do so away from the desk. Limit any calls to no more than 2 minutes.
- Laptops - follow the direction given by your supervisor. Some service desks allow these; others do not.
- Book bags/purses -follow the direction given by your supervisor. Usually there is a specific location in which to store these away from the desk.
- Keep socializing to a minimum.
- Your friends and classmates visiting the library may stop by to say “hi” when you are working at the Service Desk. Make sure a quick "how's it going" doesn't turn into a 30 minute visit. Other users don't know that you're just chatting with a friend. From their perspective it might look like you're assisting another patron so make sure you do not allow your friend to monopolize your time.
- Acknowledge others waiting for service. Lines happen. Most patrons are willing to be patient and wait as long as they receive some sort of acknowledgement that you are aware of their presence and will help them as soon as you are able. Make eye contact with others in line, and say "I'll be with you in just a moment."
- Handling Patron Phone Calls
- When working at the service desk, you may be on the phone assisting a patron when another patron approaches the desk. Make eye contact with the patron at the desk and acknowledge their presence to indicate that you will be with them shortly. Then try to wrap up your conversation on the phone as soon as possible.
- If the phone rings while you are assisting someone at the desk, excuse yourself so you can answer the phone. Ask the patron on the phone to please hold. Finish helping the patron in front of you, and then return to the patron on hold and assist as needed.
