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Guidelines and Proceduresfor the
Delivery of Information Services
This manual is based on the University of Waterloo Library 2002 version of the Policies & Procedures Manual for the Provision of Reference Service. It has been updated to include virtual reference service. This manual is to be used for training library Information Service providers
Marian DaviesJudy McTaggartOn behalf of the Information Services Delivery Training CommitteeJune 2011
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Contents
INTRODUCTION..................................................................................................................................... 5
LIBRARY MISSION STATEMENT.........................................................................................................................5INFORMATION SERVICE PHILOSOPHY.................................................................................................................5PURPOSE OF THE INFORMATION SERVICE GUIDELINES AND PROCEDURES..................................................................5
INFORMATION SERVICE......................................................................................................................... 6
GENERAL STATEMENT.....................................................................................................................................6INFORMATION SERVICES PROVIDED...................................................................................................................6
Traditional Information Desk Service....................................................................................................7Opening and Closing the Desk................................................................................................................7Handling Patron Queries........................................................................................................................8Handling Multiple Queries.....................................................................................................................8
Tips for Managing Most Queries.......................................................................................................9Back-up Service.................................................................................................................................9
Referrals and Consultations...................................................................................................................9Information Services for Specific User Groups.....................................................................................10
Electronic Data Service (EDS) The EDS Group responds to requests regarding the use of data sets and statistics...................................................................................................................................10Extended Learners / Co-op Students on Work Term.......................................................................10Persons with Disabilities.................................................................................................................11Secondary School Students.............................................................................................................11
Computer / Equipment Troubleshooting.............................................................................................11Print Release Stations.....................................................................................................................11Laptop Trouble Shooting.................................................................................................................12Photocopiers...................................................................................................................................12
Telephone............................................................................................................................................12Food and Drink Guidelines...................................................................................................................13Performing Other Work at the Desk.....................................................................................................13Circulation of Reference Materials.......................................................................................................13Donations to the Library.......................................................................................................................13Library Purchase Recommendations....................................................................................................14Lost and Found.....................................................................................................................................14Reporting Problems..............................................................................................................................14
Medical Emergencies......................................................................................................................14Inappropriate Behaviour and User Conduct....................................................................................15Difficult and Abusive Patrons..........................................................................................................15General Complaints.........................................................................................................................16
Virtual Services...................................................................................................................................16Chat......................................................................................................................................................16E-mail...................................................................................................................................................17Dealing with Problem Interactions.......................................................................................................17
Patron just wants to chat................................................................................................................17Patron makes you feel uncomfortable (flirting or sharing personal information)...........................17Patron is rude..................................................................................................................................18Patron is dissatisfied.......................................................................................................................18
Requesting Materials..........................................................................................................................19Items not available within TriUniversity Group (TUG) Libraries......................................................19
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Recording Statistics............................................................................................................................20
ORIENTATION AND INSTRUCTIONAL SERVICES.....................................................................................21
LIBRARY TOURS...........................................................................................................................................21SUBJECT GUIDES..........................................................................................................................................21INSTRUCTIONAL WORKSHOPS.........................................................................................................................21
INFORMATION DESK LOCATIONS AND SPECIALIZATIONS......................................................................22
APPENDIX............................................................................................................................................ 23
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Introduction
Library Mission StatementThe University of Waterloo Library contributes to the achievement of the University's goals by collaborating with other members of the University community in teaching, research, learning and service.
Information Service PhilosophyInformation Service contributes to and supports the teaching, research, and learning of the University of Waterloo community. Service provision is based on a teaching philosophy with the goal of helping patrons become independent, critical thinkers and develop skills required for life-long learning. In providing this service, we are guided by the following principles:
respect for intellectual freedom
protection of user privacy
provision of information and resources that best meet the user’s need
Purpose of the Information Service Guidelines and ProceduresThis manual provides guidance for Library staff responsible for the provision of Information Service.
These procedures have been developed to:
describe the nature and scope of all Information Services provided by the University of Waterloo Library
promote a uniform standard of service
serve as a training tool for new staff
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Information Service
General StatementInformation Service can be described as the provision of services to help library users discover and use resources that are relevant to their information needs, whether this information is available inside or outside the Library.
Information Service is available to all students, faculty, and staff members of the University of Waterloo, and the broader community.
Quality information service is achieved through staff who are dedicated and committed to the library mission statement.
Staff members are:
approachable, courteous and responsive
knowledgeable about the resources and services
attentive and respond in a timely manner
Service provision is proactive and delivered by professional and paraprofessional library staff with various skills and specializations. Questions requiring in-depth assistance are referred to subject librarians. Departmental policy questions are referred to the appropriate ISR Department Head.
Guidelines for providing quality information service can be found on the Information Service Delivery Training Committee website on the Library staff web. All new staff members receive intensive training. In addition, ongoing training is provided to all information service staff to ensure the quality of service is maintained.
Information Services ProvidedThe Library offers both traditional and virtual information services. Traditional service can be described as interactions occurring at an Information Desk, either through face-to-face or telephone, as well as personal consultations with subject librarians and ISR Department Heads. Virtual reference includes both chat and e-mail service, each of which are overseen by a designated library group/committee. Specialized services are also offered to meet the needs of specific user groups.
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Traditional Information Desk ServiceInformation Desk staff continues the tradition of providing service at an Information Desk. Assistance is provided to patrons who come into the library and to those who contact the library by telephone. Staff offer help with directional, simple, and more complex reference questions.
The Library user's information needs are determined by means of a reference interview. During this exchange, staff will determine the question being asked and to what depth and in what detail an answer is required. Complex questions requiring in-depth assistance are referred to subject librarians.
Staff will provide guidance in the use of appropriate resources to meet the user's needs. The principle of academic information literacy is to teach library skills rather than to do research for the library user. Therefore, questions are answered in such a way as to instruct the user in the use of research tools. Staff should always encourage the patron to return to the desk if the recommended search strategies do not yield the desired results.
ISR Information Desks are staffed by one staff member. Flexible desk scheduling models are used as a means of responding to the various levels of activity. For example, Davis ISR uses an on-call service during periods when desk activity is predictably lower; Porter ISR uses a back-up service to provide additional support during periods of increased activity.
Effective service delivery at the Information Desk requires staff to be proficient in responding to patron queries. Staff must have an expected level of knowledge of the Library’s resources and services. They must also have a basic level of technical expertise in order to assist patrons with accessing online resources, printing, and wireless access In addition, staff must also be familiar with the operational procedures of the service. The following section outlines the procedures and operations specific to the provision of service at the Information Desk.
Opening and Closing the Desk
Logon to computer(s) with specified password
Check telephone messages at the beginning of the first shift of the day
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Opening of the Desk needs to be completed by opening time.
Start shut down procedures at closing time.
Report staff absences using established departmental protocols
Logoff computer(s) at closing to enable overnight system updates – do not shut the computer down
If a question requiring lengthy research is asked shortly before closing time, the patron may be requested to return the next day for assistance. Contact information for the appropriate subject librarian should also be provided
Handling Patron Queries
Questions are handled in the order received
If interacting with a patron face-to-face and the telephone rings, the patron at the desk always takes priority over the telephone. The patron on the telephone will be asked to leave a message on the voice recording. It is the responsibility of the staff member on desk duty to respond to the message and complete the transaction as soon as possible
When required, staff will consult with colleagues and refer the user to other library units, or sources of information outside the library
Consultations should not be conducted at the Information Desk. Questions/research assistance requiring a considerable amount of time should be treated as a referral and conducted at an alternative workstation or in the librarian’s office
Financial, legal, or medical advice is not provided due to the risk of misinterpretation. Interpretation of information contained in library sources is beyond the scope of Information Service
Handling Multiple Queries
The Information Desk is typically staffed by one person. There are times during service hours when desk activity increases and more than one person will be in line waiting for assistance. Having two or more people waiting for assistance is not necessarily an indicator that additional help is needed or that service is being compromised. When this occurs, the staff member needs to assess and manage the situation.
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Any interaction longer than 15 minutes should be considered a consultation.
A wait time of 3-5 minutes before receiving assistance is not an unreasonable expectation.
Tips for Managing Most Queries
Make eye contact with the person waiting and try to indicate that you will help them shortly, e.g. “I’ll be with you in a moment”
Ask if anyone has a simple or quick question, for it may be possible to answer these immediately
Estimate the length of time required to complete the transaction in which you are currently engaged and evaluate the situation accordingly
Back-up Service
There may be times when the staff member determines that additional support is needed in order to provide effective service.
Porter ISR schedules a back-up service during the busiest hours of the Fall and Winter terms. The back-up service provides additional desk support when needed. Determining when to call for back-up is a judgement call made on your assessment of the situation.
Referrals and Consultations
Information Service provision relies on the ability to refer patrons to subject librarians and other specialized services when more in-depth assistance is required. ISR Department Heads are also available for referrals and consultations. These questions range from policy type questions to questions where there is no obvious one person or group to handle a referral.
Subject LibrariansSubject librarians are available for consultation for more detailed, subject specific questions. Always refer the user to the appropriate librarian when you are unsure of the resources to meet the user’s needs or when you have helped the user to the best of your ability and further assistance is needed.
Librarians have an open door policy and are usually available on-demand – barring any commitments. Referrals can be made by:
Telephone: phone the librarian/colleague to see if he/she is available for immediate assistance
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More than 3 people in line?Consider requesting help.
Business cards: if the librarian is not available, provide the user with the librarian’s business card and ask the user to set up an appointment
LibQuest: use the referral option in LibQuest
Librarians also schedule consultations other than those referred from the Information Desk. They assist and work with faculty to ensure that both faculty and student information needs are met. In doing so, Librarians offer individual and group consultations related to their subject area. Consultations are usually by appointment and held in the Librarian’s office. Some librarians also have scheduled office hours within their respective Departments where they are available for consultation on a drop-in basis.
Information Services for Specific User Groups
A number of services are available to meet the needs of specific user groups. Patrons may be referred to these services for consultation and assistance. Complete details and contact information can be found under the “Services” section on the Library’s website.
Electronic Data Service (EDS)The EDS Group responds to requests regarding the use of data sets and statistics.
The EDS group helps patrons find data and provides assistance with data retrieval
Provides information about the content or documentation for data sets
Statistical analysis is not provided
Extended Learners / Co-op Students on Work Term
The Library Liaison for Extended Learning students provides core reference and research assistance. Complex questions requiring in-depth assistance are referred to subject librarians.
The liaison helps patrons find appropriate resources for their research needs
Provides instruction on the use of library resources
Co-ordinates requests with library staff in the TUG Book and Article Retrieval Services and Circulation Services as required
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Similar services are also provided to co-op students on a work term
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Persons with Disabilities
The Library Co-ordinator for Persons with Disabilities provides reference and research assistance and oversees the Adaptive Technology Centre in the Porter Library.
The co-ordinator also acts as liaison to the Office of Persons with Disabilities (OPD)
The liaison helps patrons find appropriate resources for their research needs, including resources in alternate format
Provides instruction on the use of library resources
Secondary School Students
The Library Liaison for Secondary Schools provides consultation services for teachers and teacher-librarians.
The liaison also co-ordinates on-site class visits
Computer / Equipment Troubleshooting
Desk staff should attempt to perform basic troubleshooting prior to reporting the specific problem.
Public Workstations
Functional problems with the public workstations are reported to technical support staff
If technical support is not available and the problem persists after re-booting the workstation, place an “out of order” sign on the machine and notify the Systems Department Help Desk. Provide the terminal number of the machine when reporting the problem
Print Release Stations
If the print release station is malfunctioning, refer to the technical support staff member. If technical support is not available, contact the Systems Department Help Desk
If the machine is out of paper, notify Circulation Services.
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For poor quality print jobs or jobs that do not print, refer patron to Circulation Services
Laptop Trouble Shooting
For Internet connectivity problems, refer to the technical support staff member; otherwise, refer to the Computing Help and Information Place (CHIP) Help Desk
For laptop printing problems, refer to the technical support staff member; otherwise, suggest the patron use a library workstation
Photocopiers
The Library does not own the photocopiers. Media Services owns the copiers and is responsible for all maintenance and repairs. Staff from Media Services make routine equipment checks at scheduled times during the day.
For minor problems, e.g. paper jams, call the technical support staff member who may be able to fix the problem. If the problem cannot be resolved, technical support staff will report it to Media Services and put an “Out of Order” sign on the machine
When Technical Support is not available, place an “Out of Order” sign on the machine. Indicate the locations of other photocopiers in the Library. There is no need to report the problem as it will be attended to when the next routine check is conducted
If the machine is out of paper, place an “Out of Order” sign on the machine. Also indicate the locations of other photocopiers in the Library. Paper will be refilled when the next equipment check is conducted
For poor quality photocopying jobs or jobs that do not print, refer patron to Media.doc. When Media.doc is not open, refer patron to Circulation Services
Telephone
When answering the telephone, convey a professional tone and include the library location in your greeting.
Long distance capability is not available on the Information Desk telephone. If a follow-up call is required, use the phone in your office.
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Personal phone calls are not appropriate while on desk duty; calls of a personal nature are to be made privately in your office.
Food and Drink Guidelines for Staff at the Desk
Covered drinks are acceptable
Food, whether hot or cold, is not acceptable at the Information Desk
Performing Other Work at the Desk
The primary responsibility of staff is to provide reference assistance to Library patrons. Other tasks may be performed only if they do not make the staff member on duty appear unapproachable, or otherwise interfere with the provision of service.
Circulation of Reference Materials
Materials in the Reference collection normally do not circulate. In certain cases, an exception may be allowed. Subject librarians may grant the user permission to sign out an item for a limited time. Decisions are made on a case-by-case basis. Refer requests to the appropriate subject librarian.
Donations to the Library
The Library acknowledges and follows University Policy 7 “Approaches for Donations and Gifts-in-Kind”. Donations of books and other materials that support the current teaching and research needs of the University are welcomed. Appropriate gifts enhance the collection and support the commitment to excellence in research and instruction.
As a rule, donations are not accepted at the Information Desk. Members of the community and others wishing to donate books are referred to the Manager of Library Communications and Development. Advise the potential donor that they will be asked to provide a list including the author, title, publisher, and date of publication, for each item. If accepted, the items are sent to the appropriate subject librarian for a decision on whether they will be added to the collection. Donations from faculty members are channelled through the appropriate subject librarian.
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Library Purchase Recommendations
Patrons may suggest the library purchase a specific title. Requests are submitted electronically using the Library Purchase Request form available on the Library’s website. Library purchases depend on the relevance to teaching, research and programs. The decision to purchase an item is made by the subject librarian for the specific discipline.
Lost and Found
All lost and found items are given to staff at Circulation Services who will route the items according to Departmental procedures. For example:
Valuable items are forwarded to the uWaterloo police as soon as possible
WatCards are sent to the WatCard office on a daily basis, Monday - Friday
Non-valuable items that are not claimed are donated to a charitable organization
Reporting Problems
In the course of providing Information Service, staff may encounter unexpected situations in which emergency services or assistance from other departments is needed. Medical emergencies, injuries, conduct problems, and general complaints are most common. When these events occur, staff must take immediate action. The following information, taken from the University of Waterloo Library Safety Manual, outlines what to do in medical and medical and emergency situations. A copy of the Safety Manual is available at each Information Desk.
Medical Emergencies
Medical emergencies include unconsciousness, severe medical problems/injuries, and apparent death.
Be precise in stating the location of the emergency, provide the building name and floor number
Send the nearest available person to the building’s “Emergency Entrance” (main entrance – unless otherwise specified), to await the arrival of the ambulance and to direct medical personnel
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Emergency9 – 1 – 1
OR
uWaterloo Policeext.22222
University Policy 33 – Ethical Behaviour, and Policy 71- Student Discipline
Notify Circulation Desk staff of the exact location, in the event that emergency personnel arrive there first
Look for “Medic Alert” tags that indicate special medical problems. These may be located around the wrist, neck, or in a wallet
Notify Library Office as soon as possible
Minor Injuries
A first-aid kit is available in each department
If professional first-aid attention is required, contact Health Services
If the injured person can safely reach Health Services, he/she should be encouraged and assisted to do so. If required, uWaterloo Police will dispatch a cruiser to transport a person with minor injuries to Health Services, or after hours, to a hospital emergency department. If the uWaterloo Police are attending to other emergencies, they will offer suggestions, such as, calling a cab
Inappropriate Behaviour and User Conduct
Patron conduct is expected to be courteous and respectful
If a patron exhibits disruptive or inappropriate behaviour, staff should approach the individual(s) and respectfully ask that they stop. Explain that the behaviour is not acceptable
If the problem persists, inform the patron that they will be asked to leave the library unless they comply. Non-compliant behaviour, depending on the severity of the situation, will be reported to Circulation Desk staff or directly to uWaterloo police, ext. 22222
Difficult and Abusive Patrons
When dealing with a difficult patron, the staff member should be patient and composed to avoid escalating the situation. This approach may make it possible to defuse the situation and resolve the problem
If the situation escalates, call uWaterloo police, ext. 22222
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If, at any time, staff feel threatened or in danger, call uWaterloo police immediately, ext. 22222
General Complaints
Patron complaints received at the desk will be dealt with promptly. The nature of the complaint will dictate which department or manager to notify.
All building related issues are referred to Facilities, for example, temperature, garbage, etc.
Noise complaints, food issues, and non-compliant behaviour on other floors in the Porter library are referred to Circulation Desk staff. Davis Information Desk staff might handle these complaints on either floor of Davis.
Complaints relating to the provision of information service or resources are directed to the appropriate ISR Department Head
Virtual ServicesThe Library’s virtual information services offer users an alternative means for requesting assistance. The services consist of both chat and e-mail. Questions received are similar to those received at the Information Desk. As with traditional information service, referrals are made to subject librarians and other staff/departments when warranted. The services are available to registered students, faculty and staff of the University of Waterloo. Individuals not affiliated with the University are typically referred to their local resources, unless their questions pertain to the unique resources of the uWaterloo Library.
Chat
Chat service is provided by subject librarians and library associates who also serve on Information Desks. The Chat Reference service is an instant messaging (IM) communication service. It is delivered through a variety of platforms, for example, Meebo Chat, Skype Chat, Skype VOIP, and Skype Screensharing. The service is offered within a limited time period during the Library’s normal business hours. Questions received when the service is closed are answered at the beginning of the next shift, providing contact information is available. Policy, training, and scheduling of the service are administered by the Chat Reference Operational Group (CROG), chaired by an ISR librarian.
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The E-mail Reference service is provided by staff from ISR and other Library divisions, all of whom serve on Information Desks. Questions are received via e-mail and are responded to within one business day, excluding weekends, University Holidays, and University closure days. Policy, training, and scheduling of the service are administered by the E-mail Reference Group, chaired by an ISR librarian.
Dealing with Problem Interactions
Both traditional and virtual reference service require the same professional communication skills and knowledge. In both environments, there can be situations that challenge an individual’s ability to maintain professional objectivity. These situations can present special problems and be difficult to manage when providing virtual reference due to the reliance on text-only communication. The following are examples of these types of situations along with guidance on how they might be handled: (note: many of these suggestions are also useful in the traditional setting)
Patron just wants to chat
Simple courtesy in asking the user to come back when the service is less busy may be all that is needed
Remain courteous and use text to redirect the user to their original reference question or the sources you have recommended
Use concluding language, for example “If you need additional assistance, please come back later”
Patron makes you feel uncomfortable (flirting or sharing personal information)
A patron may flirt or otherwise disclose personal information that can make staff feel uncomfortable
Remain calm
Clarify that you are a virtual reference service
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Direct threats or harassment are never dismissed. Report immediately to the uWaterloo police, ext.2222
A courteous redirection of the user to their actual information needs or handling the situation in a positive way may resolve the issue
Patron is rude
It can be difficult to know if a patron is asking a legitimate question or is being rude; however, rudeness is not tolerated through a virtual interaction any more than it is in a face-to-face interaction
Assume that each question is legitimate until it is discovered otherwise through the course of the interaction
If it is clear that the user is being rude, then disconnect from the user
Patron is dissatisfied
Despite our best efforts, some users will never be satisfied with the service provided. Some users may feel the staff member is unwilling to assist them; others may be upset about the results of their research, or may feel that the information is incomplete or not accurate in some way.
Maintain a non-judgemental attitude
Sometimes silence is the best policy – or redirection
A non-judgmental response can keep the situation from escalating
Professionalism and courtesy are key – no matter how taxing the situation
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Requesting MaterialsInformation Service staff may need to assist patrons in requesting materials that are not located in the Library. This may include requests for items the Library does not own, those missing from the collection, or those that are currently signed out to another patron. The Library is a member of the TriUniversity Group of Libraries (TUG), a partnership of the libraries of the University of Waterloo, University of Guelph, and Wilfrid Laurier. Services are available to allow resource sharing of circulating items within these collections – including those items located in the TUG Annex, a shared storage facility located in Guelph. Requests for TUG items are submitted electronically through Primo. Items not available within the TUG collections may be requested through the Library’s Interlibrary Loan service. Special services also exist to meet the research needs of business and industry.
Items available within the TriUniversity Group (TUG) Libraries
Hold: request to retrieve a circulating item located in another TUG collection or the Annex
Recall: request that a patron return an item currently signed out
TUGdoc Service: request a journal article be retrieved from another TUG collection or the Annex
Rush cataloguing: request to have an item that the Library has recently received “rush” catalogued and available for circulation (within 48 hours). Take patron’s name, contact information, and details of item. Notify Cataloguing
Items not available within TriUniversity Group (TUG) Libraries
The Library provides an Interlibrary Loan service (ILL) to obtain items not available within the TUG collections. Requests are submitted electronically through RACER (Rapid Access to Electronic Resources). Service is available to registered faculty, students, staff, and retirees of the University of Waterloo.
Alumni, Friends of the Library, and community patrons are not eligible for the Library’s ILL service; they are referred to their local public library’s Interlibrary Loan service.
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Industrial and Business Information Service (IBIS)
The Industrial and Business Information Service offers a fee-based service to meet the information needs of business, industry, and other individuals outside the academic community. Patrons should contact the service directly to discuss their research needs and place requests.
Recording StatisticsAll Information Service transactions, including face-to-face, phone, chat, e-mail, and consultations are recorded electronically via LibQuest, a web-based tool used for the collection of statistics. LibQuest allows the collected data to be quantified efficiently for reporting purposes, as well as the collection of other value added information. This tool provides a mechanism for the assessment of Information Services activity and, as such, it is important that all interactions are recorded in a timely manner.
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Record statistics immediately following the transaction.
Orientation and Instructional ServicesOrientation and instruction are integral to the provision of Information service. Services offered include library tours, subject guides, general and course specific instructional workshops, and individual instruction.
Library Tours Library tours are provided upon request to familiarize faculty and students
with the Library’s services and resources
Subject Guides Subject guides are created by the subject librarians to supplement
instruction on the use of a wide range of library resources and services. The guides also serve as an introduction to resources in a specific subject area
Instructional Workshops General, resource specific, and course related instructional workshops are
offered throughout the year
The Library Instruction Committee (LINC) offers workshops designed to improve information literacy skills. These workshops are both general in nature and resource specific
Subject librarians provide course related instructional sessions to enhance the use of research tools and strategies
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Information Desk Locations and SpecializationsThe Dana Porter Library houses the Arts, Humanities, and Social Sciences collections; the Davis Centre Library houses Engineering, Mathematics and Sciences collections. In addition, a number of subject specific collections exist in other library locations, both on and off campus. These include several branch libraries and the libraries of the affiliated church colleges. Patrons may access all collections and Information Service is provided at all locations.
Map Library – Cartographic materials & Geographic Information Systems (GIS)
Musagetes Architecture Library (Cambridge, Ontario) – Architecture and Design materials
Pharmacy Library (Kitchener, Ontario) – Pharmaceutical Resources
Special Collections Department (within Dana Porter Library) – University Archives and the Rare Book Collection
Witer Learning Resource Centre – Optometry
Conrad Grebel University College – Music, Peace and Conflict Studies, Mennonite Studies, Religious Studies and Theology
Renison University College – Social Work, Social Development Studies, East Asian Studies, Anglicanism, and English as a Second Language
St. Jerome’s University – Religious Studies, Sexuality, Marriage and Family Studies
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AppendixISR Training Documents, Core to the Provision of Information Service
Providing Good Service at the Information Desk http://www.lib.uwaterloo.ca/staff/isrtrain/documents/goodservice.html
Good Service and the Reference Interview http://www.lib.uwaterloo.ca/staff/isrtrain/documents/refinterview.html
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