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This Is Auburn Auburn University Libraries LibGuides

LADC Student Employees Guide

This website is intended to provide information regarding the various tasks, duties, and functions performed by student workers at the LADC.

PASSING ON PATRON ISSUES OR INQUIRES

  • Occasionally a patron will bring something to your attention that must be passed along to library staff.  Whether that is due to an interaction being higher than a 3 on the READ scale in LibAnswers or if they simply request to speak to library staff, succinctly recording their contact information and the issue they wish to discuss is essential to resolving the issue in an expedient and professional manner.  

    • REMEMBER!  The "READ" scale is one you should be familiar with through recording transactions in LibAnswers.  Please refer to that page here, section 3 for recommendations on when to handle a situation yourself and when to pass something important on to Amy. 

 

 

HOW PATRON ISSUES OR INQUIRIES SHOULD BE RECORDED:

1.

In LibAnswers  

INFORMATION NEEDED FOR COLLECTION CIRCULATION ISSUES

  1. Record the Patron's name
  2. Email (and/or Phone Number)
  3. A brief summary of the inquiry or issue (ex. item not found upstairs)
  4. Put YOUR name so that we can get more information if needed.

2.

 

To library staff in written 

or email form to get the issue directly addressed
INFORMATION NEEDED FOR TECHNOLOGY AND SOFTWARE ISSUES
  1. PC/MAC #
  2. Type of document trying to print (Word, PDF, etc.)
  3. Size of document (8.5x11", 11x17", Poster)
  4. The exact problem (paper jam, print job not going through, color in incorrect, patron cannot log-on to computer, etc.)
  5. Printer, computer, or machine error message (if any)

REMEMBER!!! The more interactions recorded, the more employees we are allowed to hire.  The fewer interactions recorded, the fewer employees we are allowed to hire.  This is why is it crucial to record every interaction in LibAnswers.