Desk Conduct/Public Service Priority

Things Not to Do at Public Service Desks
Never Say "I Don't Know"
Studying on the Job

The library makes providing a high level of service to users of our facilities a priority! Approachability is strongly emphasized, especially when staffing public service desks. Student employees on the job should always remain accessible to people seeking assistance.

Thing Not to Do at Public Service Desks

In order to be accessible to library users needing assistance, we ask that students not do certain things which may make them less approachable. Phone usage should be very limited except when conducting library business. Headphones are not allowed. In general, student employees should not be involved in any activities that may get in the way of providing quality service. Student consultants are not permitted to: play games, watch movies, listen to music, or do anything (on the computer or off) that would prevent them from attending to the needs of lab users. See the computer use policy on what is acceptable for using computers at public service desks. You will also probably see friends in the library while you are working. It’s fine to say hello, but limit further conversation to a minute or so. Please--don’t bring friends into staff work areas, or behind service desks. We ask that you avoid long conversations with friends. Again, cellular phones should not be brought to work or should be turned off and left in your backpack.

Never Say "I Don't Know"

When asked for assistance by a library user, your interaction should never end with you saying “I don’t know.” Instead, you should always work with the person to find a staff member who can provide the assistance needed. If your immediate supervisor is not available, there is always a supervisor available in the circulation area (including evenings and weekends). Remember that in the library, providing good service is a priority!

Studying on the Job

Library student employment positions are not "study jobs". Some positions, however, may have times when studying is allowed once all assigned work responsibilities have been completed. When covering a public desk, student employees should always be approachable by library users needing assistance. This means that they should not be working on any project that prevents them from being attentive to the needs of library users. Light studying such as reading is allowed when all other job-related responsibilities are completed. Working on any project that takes your attention away from providing assistance to users is not allowed.