Reference Desk – Best Practices

At the start of your reference shift

• Navigate to the online statistics form.  Remember to keep statistics throughout your reference desk shift.
  

• Check the paper supply in the printers (and refill as necessary.) 

• Check the print queue and delete any old jobs stuck in the queue.
• If it is after 2:30, check the community member sign-in sheet.  Make note of anyone whose time will run out during your shift, so that you may remind them of this if needed. 
• If you haven’t done so already, check e-mail. 
• If you haven't done so already, check the Begley Reference Blog

During your reference shift

• Your first priority is helping students with research questions.  In-person questions take priority over the telephone.  If you are helping a student and the phone rings, let it ring through to the circulation desk.  Circulation staff will take a message.  Read more about our reference philosophy here.
  
• If all computers are in use, ask any students who aren't doing academic work to finish up, so another student may use the computer. 
• If you encounter problems with the computers or printers that you cannot troubleshoot:
• Post an “out of order” sign as appropriate. 
• If it is a printer problem, post an "out of order" sign and turn the printer off.  Do not leave the printer open so the toner cartridge is exposed.
  
• E-mail David (and cc Carrie) with a description of the problem, and the location of the computer / printer.
• If David (or Carrie in David's absence) cannot solve the problem, David (or Carrie) will e-mail helpdesk for further technical assistance.
• If neither David nor Carrie is available and/or the problem is an emergency, e-mail helpdesk directly, and cc David, Carrie, and all librarians on the message.  (This is important because helpdesk does not like to receive multiple requests for assistance for the same problem.)  Provide helpdesk with a description of the problem and the location of the offending computer/printer.
• If you encounter problems with library patron behavior, refer to:library behavior guidelines or guidelines for community users.

Closing procedures

• At 45 minutes before closing, walk around the computer area, and let each computer user know that the computers close in a half-hour, so they have a half-hour to finish up what they're doing.  If any new patrons enter the library after this point, and start using computers, as a courtesy, let them know that computers close in XX minutes. 
  
• At 20 minutes before closing, circulation staff will ring the closing bell.  The reference librarian on duty should walk around and let each computer user know that computers will be shut down in 5 minutes, so they need to end their session. 
• Walk around the library (1^st and 2^nd floors), and alert patrons not using computers that the library will soon be closing.  You might say something like “The library will be closed at 9:30, so you need to finish up what you’re doing.” 
• At 15 minutes before closing, shut down all the public use computers.  Straighten the public use computer workstations as well (throw out any trash left there, check for disks in the drives, flash drives, etc. If you find disks or flash drives, bring them to the reference desk.)  **Please do NOT shut the printers off.**
• At closing, shut the lights off, leaving only the lights in the front of the library on.  Circulation staff will lock the door on your way out.  If you have any problems with patrons leaving at closing, call Security and wait for the guard to show up before leaving.  If you stay late because of problems with patrons leaving at closing, please note the extra time worked on your timesheet.
• Remind any students who are reluctant to leave that the library will be open at [X:00 tomorrow.]