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.
Access and Use Policies for the LibrariesInformation on Access and Use of the Libraries, Loan (borrowing) policies, Returns & Renewals, Fines and Lost Items, and Borrower Responsibilities.
Library PoliciesPolicies on: Gifts, Privacy, Public Computers, Guidelines for Using Digital Content, Protecting our Resources
