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LRC Student Employee Training and Resource Guide

This guide contains training information for student employees of the Learning Resources Center.

EDS - The Library Search

The Reference "Interview"

Part of providing library customer service is conducting what is referred to as a reference interview.  When patrons come to the desk with questions, you will often find that you need to get more information in order to get the resources they need.  Ask clarifying questions, such as type of material, age range, what they need to do with the material, etc.  Restate what the patron has asked to make sure you understand.  Ask additional questions when you are searching to help find just the right materials for the patron.  

Public Services Desk Standards

When working at public service desks, we are ready to greet approaching patrons.  We stop all activities and conversations when patrons approach the desk.  We focus on the patron.  This means we:

  • Look up or stand up, establish eye contact, and smile
  • Speak to the patron first and ask if we can be of assistance
  • End personal conversations when patrons approach the desk
    • You should never have personal visitors at the desk
  • Avoid personal calls and texts - discuss emergency situations with supervisor
  • Avoid behaviors that impede approachability (eating, texting, social media)
  • The library works as a team; don't be afraid to ask for help

We listen carefully and are interested in our patrons' questions.  This means we:

  • Allow patrons to ask their entire question in their own words before responding
  • Listen carefully
  • Ask questions to clarify problems; avoid putting patron in a defensive position.  Break complex questions and problems into parts
  • Confirm and understanding of a patron's need through verbal and non-verbal communication
  • Speak plainly; avoid library terms and technical jargon
  • Respect and adapt to the different communication styles of our diverse user community
  • Refer any unresolved problems reported by patrons to the appropriate library employee or supervisor
  • Ask patrons if their questions have been completely answered
  • Encourage patrons to return if they have further questions 
  • The library works as a team; don't be afraid to ask for help
    • You will never be in the building without a supervisor 

We respect individual patrons and are courteous.  This means we:

  • Are patient, polite
  • Maintain a calm and pleasant manner even when a patron is demanding, unreasonable, or unpleasant
  • Request backup when a patron exceeds the boundaries of acceptable behavior
    • Call a supervisor, or campus police when necessary
  • Answer the phone in a professional manner
    • "Learning Resources Center, this is [your name], how may I help you?"
  • The library works as a team; don't be afraid to ask for help

We are knowledgeable, fair, and professional.  This means we:

  • Know LRC policies and procedures and apply them consistently
  • Ask for assistance when involved in a lengthy transaction or another staff member's area of expertise is needed
  • Refer patrons when their is a question we cannot answer
  • Maintain confidentiality of patron records in accordance with library policy
  • The library works as a team; don't be afraid to ask for help