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IUP Libraries. WELCOME TO OUR STUDENT EMPLOYEES. IUP LIBRARIES. Stapleton-Stabley Library Cogswell Music Library Kittanning Campus Library Punxsutawney Campus Library. INTRODUCTIONS. Name Hometown Major Library & Department. IUP LIBRARIES’ MISSION.

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iup libraries

IUP Libraries

WELCOME TO OUR STUDENT EMPLOYEES

iup libraries1
IUP LIBRARIES
  • Stapleton-Stabley Library
  • Cogswell Music Library
  • Kittanning Campus Library
  • Punxsutawney Campus Library
introductions
INTRODUCTIONS
  • Name
  • Hometown
  • Major
  • Library & Department
iup libraries mission
IUP LIBRARIES’ MISSION
  • The University Libraries of Indiana University of Pennsylvania provide support for teaching, research, and the personal enrichment of members of the IUP community.
  • What does this mean to you?
what can we do for you
WHAT CAN WE DO FOR YOU?
  • Provide good training
  • Provide opportunities to learn valuable skills
  • Listen to your concerns
  • Value your contributions
  • Ensure you have a positive experience
what can you do for us
WHAT CAN YOU DO FOR US?
  • Be a member of the team
  • Participate in training
  • Become an expert in your unit
  • Provide quality service
  • Behave professionally
our patrons
Our patrons….
  • So how do we treat our patrons?
  • With respect and courtesy.
  • In a timely manner.
  • Using good listening skills along with topnotch library expertise.
quality service
Quality Service
  • Patrons are the reason we are here
  • Treat the patrons the way you would expect to be treated
  • If you can’t help a patron, refer them to a staff person.
  • “ I don’t know” is not a good answer.
and the phone rings
And the phone rings….
  • How do you think you should answer the phone?
phone etiquette
Phone Etiquette
  • Greet the patron
  • Listen carefully
  • Answer questions
  • Refer & Transfer
  • Take message
unhappy patrons
UNHAPPY PATRONS
  • What do you do with an unhappy patron?
problem solving
Problem Solving
  • Listen
  • Acknowledge
  • Problem solve
  • Refer
  • Move on…everyone has bad days
emergencies
EMERGENCIES
  • Tell your supervisor immediately
  • If not available, call police at 9-911
  • Emergency exits marked on floor plans, use them!
  • Fire extinguishers marked on floor maps
  • First Aid Kit available in all units
patriot act
PATRIOT ACT
  • What is it?
  • Legislation in response to September 11th
  • What does it do?
  • Allows law enforcement easier access to information.
patriot act1
PATRIOT ACT
  • What sort of information?
  • Patron records, computer use
  • How do they get this information
  • Need a court order/subpoena
patriot act2
PATRIOT ACT
  • Why do you need to know?
  • Could be approached in your work area by officials with badges and official documents.
  • What do you do?
  • Immediately tell your supervisor/building supervisor/administration – use the information sheet in your work area.
patriot act3
PATRIOT ACT
  • What you don’t do:
  • Tell them to leave
  • Give them any information
  • Tell others about their visit – part of the law is a “gag” order, illegal to gossip about their inquiries.
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