Working the Circulation Desk

The Circulation Desk is one of the busiest parts of the library, and is often the first or only point of interaction that many patrons have with library employees.  First impressions are important, so we must always try to be pleasant, helpful, and professional while working the desk.

If you are working at the desk, always keep an eye open for patrons – don’t allow yourself to become too distracted. Patrons may occasionally be too shy to interrupt you if you appear to be busy. If a patron is standing near the desk but hasn’t said anything yet, you should ask them if you can help them.

If you are unable to answer a patron’s questions, let them know that you need to ask a staff member – don’t just walk away without explanation.

If a line is forming at the desk, ring the bell to call for help. If you’re responding to the bell, find out who’s next in line and ask them if you can help them – sometimes they won’t be paying attention.

If the desk is not busy, try to avoid just sitting around and doing nothing.  If things are slow, you can stamp, sensitize, and double-check returned books, sort a sorting cart, make up a shelving cart, or shelfread the reserve books. Always keep an eye out for patrons.

Inappropriate Patron Behavior

Customer service is very important at the desk, but it is not as important as your comfort and safety. If a patron ever makes you uncomfortable for any reason, feel free to call a staff member for assistance, or to simply leave the desk to find one.  If no staff members are available, you can reach the campus police at x55555.

If a patron presents a recurring problem at the desk, please let a staff member know. It is very important that the library is a pleasant and professional environment, not just for patrons, but for staff as well.

Confidentiality of Patron Records

Never discuss or disclose any information from a patron’s library record to or with anybody other than the patron. Refer all such inquiries to an appropriate staff member. For more information, see Library Guideline 201

Dress Code

While the library does not have a specific dress code, we do expect you to come to work dressed in appropriate attire to work in a public service area.

Telephone

When answering the phone, give the name of the library and department (e.g. “Kuhn Library, Circulation department, how can I help you?”). Always try to answer by the third ring.

If the phone rings while the desk is busy, or if a caller asks a question which you need to refer to a staff member, ask the patron if you can place them on hold. If they agree, press the hold button and then hang up the phone. If referring the call, remember to tell the staff member which line the call is on (2354 or 2355). If the desk is busy, ring the bell, and ask whoever arrives to take the call off of hold and help the patron.

If you need to transfer a call to another department (e.g. Media or Reference), tell the caller that you need to transfer them, press the Transfer button, and dial the extension. When the call is answered, let them know that you’re transferring a call to them, and hang up the phone.

If you need to leave a message for a staff member, be sure to include all relevant information: the caller’s name, your name, the date & time, the message itself, and the caller’s barcode or ID number if relevant.

If you ever tell a patron that you will need to check on something and call them back, remember to get their number, and don’t forget to call them back!