Library Student Assistant Training

As a library employee, you will receive a wide array of questions from library users. Some questions you will be able to answer from your training, and others will need to be referred to a full-time staff member.

 

In general, questions from users can be divided into three categories:

  1. Directional questions

  2. Reference or research questions

  3. Policy questions or questions regarding library services

Some of the most frequent questions that library employees receive involve directions (ex: where to park, directions to the library, where to find a book, where to locate a study or conference room, etc.).  Please explore the links below to familiarize yourself with directional resources.

To answer these type of questions, you will need to consult some type of resource, such as the library catalog. If you work at a service desk, you should attempt to answer some of the more straightforward reference questions.

For example:

"Does the library have a recording of Für Elise by Beethoven?"

"How many translations do you have of Crime and Punishment?’"

If you are unsure, always contact a full time staff member on call before communicating to a user that we do not have something. 

If you can answer a reference type question in a minute or less by searching the catalog, answer it. If it will take more than a simple catalog search, refer to a librarian or service desk supervisor. 

Whenever the reference desk is not staffed, refer questions to the service desk supervisor.

Online help services to know:

Usually these types of questions can be answered by referring the user to the Jean & Alexander Heard Libraries webpage.  Whenever you feel that a user could benefit from one-on-one help, refer that person to a full-time staff member. Examples of policy questions are: "How do I get an alumni card?" "Can my teaching assistant check out items in my name?"

Please explore the links below to familiarize yourself with directional resources.