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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.