1. Use Common Sense! • If a stairway alarm is going off • Check to see the problem • If the Fire Alarm is going off • Follow the evacuation procedures • Remember, we are here to help • Be attentive, patient and helpful

2. NOEating in Lab Area! If you see someone eating: • Politely say ‘please put the food away’ • Remind them eating is permitted in the front lounge area • Allow them a minute to do so

3. If They Ignore Your Request: Approach them a second time: • Inform them you are doing your job • We have a no eating policy • If they continue to eat they will be asked to leave If they continue, call the manager on duty.

4. How to Report a Problem • Gather the information • Computer name, error message, user information • Post ‘Unavailable Sign’ if need be • Inform the Manager on Duty • Send follow-up e-mail to Manager on Duty as well as Marc

5. Process for Refund Request • Refunds granted for Technical errors • Not user error (example: wrong setting) • Contact Manager ASAP • Reprints by manager are easier than processing a refund • Gather all user information • Problem details, name of file, date, time, location, refund amount, TUid number

6. Process for Refund Request • Verify charges via Tuportal • Look under diamond dollars link • Inform user request will be submitted • Send an e-mail with all info to Manager on Duty

7. When to Contact a Manager • User becomes disruptive • Consultants don’t have an answer • An operational issue arises • Equipment malfunction, network issue, etc. • A user asks for a Manager • Reprint or refund needed • Someone needs to be put in a database • Printing, laptops, etc.

8. How to Contact a Manager • Call the Back Office (1-9884) • Check the main desk • Use the pager page from the dashboard There is always a Manager on Duty

9. Updates / Changes Made • Protools 9 installed in Music Lab • PCs added to MediaScape Tables • The PCs have the main lab image • Read the info board every day