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Remember, as a student employee, you are a representative
of Mississippi College. Your attitude will influence our patrons’ opinion of
the library and of MC. You are never given a second chance to make a first
impression!
PUBLIC SERVICE GUIDELINES
TELEPHONE ETIQUETTE
DEALING WITH DIFFICULT SITUATIONS
PUBLIC SERVICE GUIDELINES
- APPROACHABILITY - Be approachable. Most students
prefer to approach someone close to their own age rather than a librarian.
Be aware of your environment, and offer a pleasant greeting as someone
approaches. Do not be totally absorbed in your computer or work so that you
do not notice what is going on around you.
- CONFIDENTIALITY AND PRIVACY – Do not disclose patron
information to anyone (including faculty), including what materials were
checked out or what information was sought. Treat all requests for
information confidentially. Do not reveal who has borrowed a certain item,
and do not leave patron information on the computer screen longer than
necessary. If a person of authority needs information from library records,
refer him to your supervisor or the Library Director.
- ANSWERING QUESTIONS – If you don’t know with
certainty the answer to a question, refer the patron to someone
else. Please do not give out misinformation! If you are working a public
service desk, do not try to answer involved questions about how to use an
information resource or where to find information. The Reference Librarians
are often familiar with an assignment and can help the patron use the
appropriate resources for the task.
RETURN TO MAIN TRAINING PAGE
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